At Atamis, we are committed to maintaining the highest standards of data security and system integrity. As part of our ongoing efforts to protect your information and improve the reliability of our support services, we are introducing two significant security enhancements to our Zendesk support tool.
Please review the details below regarding the introduction of email verification and the upcoming activation of Multi-Factor Authentication (MFA).
1. New Feature: Verification for Form-Based Requests
To prevent spam and ensure that all support requests are legitimate, we are implementing a new verification step for tickets submitted via our Help Centre web forms by users who are not logged in.
- How it works: If you submit a support request while signed out, you will receive an automated email asking you to verify your email address.
- Action required: Simply click the link in the verification email to finalise your request. The ticket will not be created until this step is completed. This ensures that "ghost" requests are minimised and our support team can focus on genuine queries.
Requests created by sending an email to your support email address are not affected by this change.
2. Multi-Factor Authentication (MFA) for All Users
Following the successful implementation of MFA for our internal teams, we are now extending this security layer to all external client users. MFA adds a critical layer of protection by requiring a second form of verification during login.
- Who is affected: All registered clients and any new users.
- The process: You will be required to set up an authenticator app (such as Google Authenticator or Microsoft Authenticator).
- Registration: Current users do not need to pre-register. You will be automatically prompted to set up MFA the first time you log in after the activation date.
Key Milestones:
- 26th March - Documentation Release: We will publish comprehensive user guides covering the enrolment process, how to manage lost or replacement phones, recovery methods, and internal escalation routes.
- Week of 6th April - Final Reminder: All external users will receive a direct email advising of the specific changes and the final activation countdown.
- 24th April - MFA Activation: MFA will be officially enabled on the Zendesk support system. All logins after this time will require authentication setup.
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