Knowledge Base

Within Teamwork Desk, you can enable a range of advanced security settings for your site.

Note: Advanced Security is available on Premium and Enterprise subscriptions.

Click your profile icon in the top right of your site and select Settings from the dropdown menu.

In the settings area, go to the General tab and select Advanced Security from the left navigation menu. 

Using the Auto Logout option, you can set a time period of inactivity after which agents should be automatically logged out of your Teamwork Desk site.

Once you toggle on the option, you can set the logout timeframe by hovering over the minutes and clicking the edit pencil.

The mobile app option allows you to control whether agents and administrators can access your site via the Teamwork Desk mobile app. This setting will be turned off by default.

When the prevent bulk download option is enabled, agents will not be able to generate CSV ticket reports in the Reports area of your site. The JSON export options in the site settings will also be disabled.

When private notifications is enabled, this option will omit the body contents of tickets from email notifications sent to agents. A link to the ticket will be included instead. For customers, a link to the Customer Portal will instead be used.

You can also set a custom message to be included in the private notifications.

You can set up SAML authentication to require all customers to authenticate via SAML SSO when accessing your Help Docs sites or the Customer Portal.

Note: This option is only available on Enterprise subscription plans.

By enabling this option, you can prevent agents from granting company ticket access to customers in the Customer Portal.

Allow only certain IP addresses to access your Teamwork Desk site, Help Docs, or Customer Portal. This can be set for agents, customers, or both.

For more information, see: Allowing Access to Your Site via IP Address