Environment
- User eXchange
- Support Case
Question
Why Is Carbon Black Not Sending Case Details Via Email?
Answer
- Carbon Black uses its customer support ticketing system to send out email notifications when a support case gets created, updated or closed. The ticketing system does not support email encryption. As a result, the emails and its content are not protected and can only be sent in clear text and exposed. Therefore, any email communication from Carbon Black's ticketing system is only a notification, and will not contain actual case information (except for when Carbon Black Support needs to discuss User Exchange access issues).
- Sending confidential customer data via unencrypted emails is in violation of Carbon Black's internal information security policies, and may also violate the service agreement executed between Carbon Black and the customer entity. Carbon Black takes the security of its customers' data seriously and we appreciate the trust the customers place in us.
Additional Notes
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