Secure Email ============ Zammad supports two systems of high-security email communication: * Pretty Good Privacy (PGP) * Secure/Multipurpose Internet Mail Extensions (S/MIME). .. figure:: /images/extras/secure-email/creating-articles_signed-and-encrypted.gif :alt: Screencast demo of S/MIME features for both new tickets and replies :scale: 60% :align: center Use the 🔒 **Encrypt** and ✅ **Sign** buttons to turn on encryption and signing of outgoing emails. Prerequisites ------------- Both feature are **optional**; if you don't see the 🔒 **Encrypt** and ✅ **Sign** buttons in the ticket composer, that means your administrator hasn't activated any of them yet. Administrators can learn more here: * :admin-docs:`PGP ` * :admin-docs:`S/MIME ` PGP and S/MIME are only working if the other party is using them too. Overview -------- PGP and S/MIME are the most widely-supported methods for secure email communication. With each of the systems, you can exchange **signed** and **encrypted** messages with others. .. note:: In special cases it is possible that both systems are configured in your system *and* a customer is using both, as well. In this case, you have an additional button to switch between PGP and S/MIME security types. Otherwise, you just see the 🔒 **Encrypt** and ✅ **Sign** buttons. .. figure:: /images/extras/secure-email/pgp_and_smime.png :alt: Screenshot of ticket creation with configured PGP and S/MIME :scale: 80% :align: center Ticket creation with configured PGP *and* S/MIME and available certificates/keys. Signing is a proof that a message hasn't been manipulated on its way. In other words, it guarantees message **integrity** and **authenticity**. Encryption scrambles a message so that it can only be unscrambled by the intended recipient. In other words, it guarantees message **privacy** and **data security**. Your administrator is responsible for adding all the necessary certificates and keys in Zammad's admin panel. 📬 Incoming ^^^^^^^^^^^ The 🔒 and ✅ icons at the top of a message indicate its encryption and signing status. .. figure:: /images/extras/secure-email/checking-security-metadata.gif :alt: Screencast showing details of encryption and signing status :scale: 50% :align: center Click on an incoming message to expand its details. Hover over the security status to show more information. .. list-table:: Status Icons (Incoming) :widths: 5 45 * - |lock| - This message was **encrypted for you**. Even if it was intercepted by a third party (hacker, gov't agency, etc.), they won't be able to read it. * - |encryption-error| - This message can **not be decrypted**. * - |signed| - This message's signature has been **successfully verified**. You can be confident that it's authentic and that the content has not been modified. * - |not-signed| - The verification of the signature of this message has **failed**. You can find more information by hovering over the icon. 📮 Outgoing ^^^^^^^^^^^ Use the 🔒 **Encrypt** and ✅ **Sign** buttons to turn on encryption and signing for outgoing emails. .. note:: Outgoing emails can only be encrypted for *a single recipient*. .. figure:: /images/extras/secure-email/creating-articles_signed-and-encrypted.gif :alt: Screencast showing encryption and signing status for both new tickets and replies :scale: 50% :align: center 🔒 **Encrypt** and ✅ **Sign** buttons are present on both new tickets and replies. Hover over the buttons to show details. .. list-table:: Status Icons (Outgoing) :widths: 5 45 * - |lock| - This message **will be encrypted**. Even if it's intercepted by a third party (hacker, gov't agency, etc.), they won't be able to read it. * - |open-lock| - This message **will not be encrypted**. * - |signed| - This message **will be signed**. Recipients can verify that it came from you and that the content has not been modified. * - |not-signed| - This message **will not be signed**. .. |lock| image:: /images/extras/secure-email/icon_lock.png :width: 24px :height: 24px :align: top .. |open-lock| image:: /images/extras/secure-email/icon_open-lock.png :width: 24px :height: 24px .. |signed| image:: /images/extras/secure-email/icon_signed.png :width: 24px :height: 24px .. |not-signed| image:: /images/extras/secure-email/icon_not-signed.png :width: 24px :height: 24px .. |encryption-error| image:: /images/extras/secure-email/icon_encryption-error.png :width: 24px :height: 24px Troubleshooting --------------- 📬 Incoming ^^^^^^^^^^^ “Sign: Unable to find certificate for validation” .. figure:: /images/extras/secure-email/verification-not-possible-due-to-missing-certificates.png :alt: Ticket article shows a warning for failed verification of a signed message :align: center Without the sender's certificate, Zammad cannot verify the message signature. Ask your administrator to add the sender's certificate to Zammad's certificate store. .. warning:: 🕵️ **ALWAYS verify certificates in-person or over the phone!** The whole point of signature verification is to alert you when someone is trying to pretend to be someone they're not. Never accept a certificate from someone online without verifying it first. “Encryption: Unable to find private key to decrypt” .. figure:: /images/extras/secure-email/decryption-not-possible-due-to-missing-certificates.png :alt: Ticket article shows a warning for failed verification of a signed message :align: center This message was encrypted with a certificate that does not match any on file. Without a matching private key, Zammad cannot decrypt the message. Ask your administrator to verify your organization's private key in Zammad's certificate store, and ask the sender to double-check the public key they used to encrypt the message. .. hint:: 📢 **Your public key can be safely shared with anyone.** (But if they're smart, they'll take extra precautions to make sure it really belongs to you.) 📮 Outgoing ^^^^^^^^^^^ The 🔒 **Encrypt** button is disabled Ask your administrator to add the recipient's certificate to Zammad's certificate store. The ✅ **Sign** button is disabled Ask your administrator to verify your organization's private key in Zammad's certificate store.