TLS 1.0 Disablement for Desk.com

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On February 28, 2018, Salesforce will be upgrading our platform security to require TLS 1.1 or higher. TLS stands for "Transport Layer Security" and is a security protocol used by web browsers, API integrations, and email servers.

We are doing this so we can maintain the highest security standards and promote the safety of your customers’ data as well as align with industry-wide best practices.

Key Areas of Impact:

  • Desk.com agent users with older browsers that only support TLS 1.0 will need to update their browsers. Users can check their browser compatibility here.
     
  • API integrations will cease to work if they are not compatible with TLS 1.1 or higher, including NET-based integrations that send requests to Desk. If you have a custom integration, the IT team that built / manages the integration should be able to help verify you are using TLS 1.1 or higher.
     
  • Support Center portal users with older browsers will not be able to connect. Refer to the "How to Prepare Your Customers" section below for guidance on how to communicate and advise your customers. You can also reference this browser matrix to familiarize yourself with browsers that support TLS 1.1 or higher.
     
  • Email Server Connections will need to be upgraded to versions that support TLS 1.1 or higher. This will depend on the email server you use. Many of the common email services already support TLS 1.1 or higher connections. If you are hosting your own email server, you should check to see if TLS 1.1 or higher is supported.

Review the Salesforce Disabling TLS 1.0 Article and Customer Checklist for more details.

How to Prepare Your Customers

Once you've ensured your internal systems are ready (e.g. verified your custom API integrations, mail servers, and customer support agents' browsers are TLS 1.1 or higher), you may wish to alert your support center portal users of this upcoming upgrade to help them prepare.

To help with this, we've created a widget you can embed on your Desk support center portal. It first detects the user's TLS version, and then offers a custom message advising them if any action is needed.

Demo:

Your Browser's TLS Version: ...
 

To implement this widget on your own support center portal, visit Desk Admin → Channels → Support Center → Web Themes → Advanced Themes and add the widget to your portal code (e.g. sidebar, top of Index page, etc).

Code:

Where can I get more information?

Watch the Are You Ready for TLS 1.0 Disablement video to hear experts talk about what TLS is and how to prepare for the disablement. For questions regarding the Desk.com TLS 1.0 disablement, email us at support@desk.com.

Ensuring your success, and your customers’ success is our top priority. We thank you for your commitment to security and trust by supporting TLS 1.1 or higher.

For troubleshooting help for mail deliverability issues related to TLS 1.0 disablement, please review this article.