S/MIME, multifactor authentication and full-text search

Because your emails are no one else's business: Version 33 gives users the ability to encrypt, sign and verify emails using S/MIME. KIX ensures that users can activate encryption with a simple selection, which not only increases the authenticity and integrity of communication, but also guarantees security in everyday email traffic.

S/MIME (Secure/Multipurpose Internet Mail Extensions) uses digital signatures to ensure that the message sent by the authenticated sender has not been tampered with. S/MIME is also an internationally recognized standard defined by the Internet Engineering Task Force (IETF). This makes it interoperable and widely used.

What industries benefit from S/MIME integration? Encrypted communication is essential in security-critical areas. The financial sector (banks, insurance companies, service providers), the healthcare sector (clinics, medical facilities), legal institutions and lawyers, as well as government agencies and many companies rely on S/MIME to ensure confidentiality, authenticity and integrity in communications.

The digital world is increasingly threatened by password attacks, identity theft and other cyber attacks. To increase overall security in KIX, version 33 allows you to enable multi-factor authentication - a significant improvement in system protection against unauthorized access, even if a user's password falls into the wrong hands.

MFA protects against major security threats such as targeted brute force attacks, social engineering, and identity theft, e.g. if a password could be obtained through spoofed emails. This is made possible by a randomly generated token every 30 seconds that KIX users must enter when logging in.

Clear communication saves time and nerves: With KIX 18.33 it is possible to customize an extensive list of text modules for assigned teams and processes. The additional filtering by team or ticket type (e.g. Incident, Service Request, Sales Request, etc.) not only eliminates misunderstandings, but also increases the clarity of requests as well as the clarity and quality of ticket communication.

It sometimes happened that the previous search function in KIX did not correspond to the search habits of the users, which led to inappropriate results. Therefore, the search has been standardized - this means that in the future no separators will be used and the desired search term can simply be entered. This will increase the uniqueness of queries, which will reduce search errors and produce clearer results.

The "AutoAssignOwner" macro action can now be used to automatically assign new tickets and tickets in progress to all active agents in a team. It is also possible to set a Kanban limit to avoid overloading agents. The new macro action also offers the option to always assign new tickets to the agents with the fewest tickets. This saves time by eliminating the need to manually assign tickets and ensures a more even workload across agents.

A sorting option is also available for all jobs. This is used when jobs process multiple tickets and the order of processing needs to be defined. For example, tickets with a higher priority can be assigned first.

With version 18.33, KIX once again receives numerous minor updates and changes that make the day-to-day work of KIX admins easier: for example, asset classes can be used as a template for another class; dynamic fields can now be deleted or duplicated in the administration to set up new fields with a similar configuration. And because tidiness is half the battle, the update to version 33 allows admins to delete ticket statuses, teams, roles and web forms for anonymous ticket creation.

With the update to KIX 18.33, the SSP1 is no longer available!