In focus: New privacy and security settings in Radar

Hello everyone,

Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings.

The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing agents with more flexibility to work remotely, help desk mobile apps also offer other benefits like personalizations and shortcuts to help agents complete tasks quicker and with ease. They also fit seamlessly into the device's operating system, leveraging native mobile-exclusive features like virtual assistants and push notifications to improve the agent experience. However, with the convenience of mobile solutions comes the critical need to safeguard sensitive customer and business data.

One significant concern is the ease with which screenshots, screen recordings, and copied text can be misused. With just a few taps, sensitive data such as customer records, passwords, or financial details could be saved, shared, or compromised, posing a real threat to both businesses and customers.

These vulnerabilities highlight the growing importance of robust privacy controls in mobile help desk apps. To address this, Radar has introduced new privacy and security settings to safeguard your data from unwitting exposure. Here's an overview of them:

New Privacy and Security Settings

The vulnerability: Text copy

Text copy saves information from the app to the device's virtual clipboard. Content in the clipboard can be pasted into any app, making it convenient to transfer data or short segments of content between different applications. For example, you can copy over the ticket ID from your help desk application to your emails, chat, and notes for reference. In some operating systems like iOS, copied text can be shared between devices via the clipboard, provided they are all logged in to the same user account. However, this also means that the information is easily accessible to third-parties, potentially compromising the confidentiality of sensitive data.

The solution: Do not allow text copy

This prevents users from copying text from the Radar app to the clipboard, which eliminates the associated vulnerability.

The vulnerability: Screenshots and screen recordings

Screenshots and screen recordings are saved locally on the devices or on the cloud. While this feature is convenient and useful for personal use, it can also pose a significant risk for sensitive data, especially in a work context. Employees may use screen captures to record internal communications, financial information, or customer data. This can be done intentionally for legitimate purposes, such as documenting important information, or inadvertently. Regardless of the intention, screen capture activities can lead to the exposure and transmission of sensitive data.

The solution: Do not allow screenshots and screen recording

Disallows users from taking screenshots and making screen recordings of the app to ensure sensitive data does not leave the app even by accident.

The vulnerability: Recent apps screen

The recent apps screen shows all the apps that are open in the background. It allows users to easily switch between apps and close any they've finished using. While this feature is useful, it still has a few caveats. The recent apps screen displays a thumbnail preview of each app's last active state. Even if the app is protected by an app lock, anyone with access to the device can get a glimpse of recent activity via the recent apps screen.

The solution: Hide content In the recent apps screen

This hides the app's contents in the preview to prevent anyone from viewing recent app activities or data.

Enable these features to keep your data safe within the app and prevent it from being transferred elsewhere. To learn about the other privacy and security features we offer, please refer to our help document: Understanding Privacy and Security Settings in Radar.

Note to admins: The privacy and security settings in Radar are agent-level, meaning each agent must set these features themselves. So please instruct your agents to enable them as required to meet your organization's privacy, security, and compliance needs.

These features are available for both Android and IOS users. For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your feedback in the comment section below.

Regards,
Madumitha P| Zoho Desk

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