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Using Traceless with ConnectWise - Sending Data Securely
Using Traceless with ConnectWise - Sending Data Securely

Using Traceless with ConnectWise - Sending Data Securely

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Written by Gene Reich
Updated over a week ago

Overview

Welcome to Traceless! We built this tool to securely and easily send sensitive data to our customers. While most MSPs have multiple ways of sending data to their customers, most are not secure and leave data at rest in storage and none are integrated into ConnectWise Manage. There are many types of sensitive data. The most common sensitive data that is sent to customers are credentials. Because the data varies between customers and companies, the "Private Data" field in the pod is a text box and your support staff can input any text that is required before generating a trace (our term for a secure link).

Before you use the app

All of your team members need to add the Traceless Pod to their ticket view in order to access the Pod via the + button in the Service Desk view:

And then selecting the Traceless Pod to be displayed:

Teams that have successfully implemented Traceless have culturally focused first on the why as opposed to the how. Our goal is for our tool to be very user friendly and intuitive, getting your service team to change workflow will likely be the greater challenge.

Using the app

The app defaults to the SEND SECURE DATA tab. The default text is generated by the various password generator options provided. Any text can be put into this text field. It will accept any text up to 10,000 characters. You can change the password presented by either hitting the SEND SECURE DATA tab again, or by selecting a different password generator.

If you would like to require a passcode to access the trace, please enter it in the Optional Passcode field below the text box. This Passcode is unique to each trace created... Some teams choose to use the MFA code generated via the MFA tab as the passcode for the trace.

Every trace expires after a set amount of time. Once the trace expires, the secure data is gone. Some customers prefer to have longer link durations to avoid having to generate traces again due to customer delay on viewing the secure data.

Once you have decided which method to use, you can hit the GENERATE LINK button in the Traceless Pod.

The app can send traces in many ways.

  • Send an SMS number to the mobile number that is associated with the contact on the ticket

  • Send an email via the service ticket to the contact on the ticket

  • Send an email directly to the contact on the ticket

  • Send to alternate SMS number (This is only recommended if your staff has validated the identity of your customer via other means)

Please note that if you are going to send via the service ticket, the contact must be checked in the Send Notes as Email pod of the ticket. Then save prior to sending data.

Audit Trail

In every instance, the Traceless app will attempt to create a audit trail by logging your staffs actions and the users actions in the ticket. All methods of sending and verifying are recorded in the ticket as an internal note. Once the customer views the data, the ticket is updated to indicate that the data has been viewed.

If you want to send secure data directly via your customers email addresses, you must add SendGrid to your SPF records. That record is

v=spf1 include:sendgrid.net ~all

Customizing Traceless

Preferences can be set in your settings page found at traceless.io/settings. All Pod defaults are company wide. If you'd like to allow individual users to have their own workflow, please enable the preference: User Session Based Pod Preferences Per User Memory Settings Enabled. Per user memory saves the last pod settings used. This is stored in each users local browser cache.


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