Change Request Number: 3550648
Change Request Status: Implemented
Change Request Approval Status: Approved
Previously, emails from us included a link to your Support Ticket with Single Sign-On abilities using tokens to authenticate you. This meant that you could easily respond and view your tickets in a separate interface to our Client Portal.
However, due to a recent change in Microsoft spam filters, they have enabled SafeLinks for many organisations. SafeLinks scans URLs and the contents of the pages within. As such, we have had instances of clients raising tickets, the autoreply being sent to their email, and then Microsoft SafeLinks "clicking" on the SSO link and then clicking other buttons on the page. This resulted in SafeLinks closing tickets as soon as they had been opened by clicking the 'Mark as Resolved' button in the interface.
Due to these changes, we have had to amend the URLs to deprecate the Single Sign-On functionality. You will now see a static link that directs you to the Zarro Client portal to review your tickets and respond. This portal is authenticated, and as such, tickets cannot be prematurely closed by the SafeLinks service.
We hope that this change will be temporary - we have raised the issue with the developer of the helpdesk software that we use, and have requested a 'double verify' popup, that asks "are you sure?" when clicking on actions such as the close ticket button. This should resolve the issue with SafeLinks, as it typically doesn't click on multiple links on a page at once, only one link at one time. We cannot guarantee that our feature request will be implemented though, so we've had to take immediate action to prevent tickets being missed.
You may continue to respond to our emails to update your ticket, or you can click the link to go to our Client Portal, where you can also view and update your support cases.
