Overview
To maintain the highest level of data security and privacy for our clients and partners, Supplier.io is implementing a mandatory security update within our Zendesk Support platform. Effective April 28, 2026, all file attachments uploaded by end-users (customers and suppliers) will be governed by the Private End-User Attachments protocol.
This change ensures that sensitive documents, such as financial records, technical specifications, and proprietary data, remain protected and are only accessible to authorized individuals.
What is Changing?
Historically, attachments could occasionally be accessed via direct public links. Under the new security framework:
- Authentication Required: You must be signed into the Supplier.io Help Center to view or download any files you have uploaded to a support ticket.
- Encrypted Access: Attachments in email notifications will now appear as secure links. Clicking these links will prompt a redirect to our secure login portal.
- Privacy for All Participants: These security measures protect both the uploader and the recipient from unauthorized third-party access.
How to Access Your Attachments
To retrieve a file you previously uploaded or to view an attachment within an active ticket, follow these steps:
- Navigate to the Help Center: Visit the Supplier.io Help Center.
- Sign In: Click the Sign In button at the top right. Use the email address associated with your support requests.
- Access Your Tickets: Once logged in, click on your profile icon and select "My Activities."
- View Attachments: Open the relevant ticket. All attachments will be available for secure download within the conversation thread.
Alternatively, you can select the link found in the email thread, sign-in, and the download will begin immediately.
[!NOTE] This mandatory change specifically impacts files uploaded by you. Files sent to you by a Supplier.io agent may still be accessible directly via email.
Why This Update is Necessary
This transition is part of a global security initiative by Zendesk to prevent "leaky helpdesks"—a common vulnerability where public URLs could inadvertently expose sensitive data. By requiring authentication, we ensure that your data remains compliant with Canadian and international privacy standards.
Official Documentation
For more technical details regarding this platform-wide change, you may reference the official Zendesk documentation:
- Announcing End-User Private Attachments for Zendesk Support
- Allowing and Securing Attachments in Tickets
Frequently Asked Questions (FAQ)
Q: I don’t have a Help Center password. How do I log in? A: If you have communicated with us via email, you already have a profile. Click "Get a password" on the Sign-In page to set up your credentials for the first time.
Q: Can I still send attachments via email? A: Yes. You can continue to attach files to your email replies. However, to view those files later or verify they were received, you will need to log in to the portal.
Q: Why am I seeing a "Permission Denied" error? A: This usually occurs if you are logged into a different email account than the one used to create the ticket. Ensure your login matches the email address on the support request.