Secure Email

Zammad supports two systems of high-security email communication:

• Pretty Good Privacy (PGP)

• Secure/Multipurpose Internet Mail Extensions (S/MIME).

Use the 🔒 Encrypt and ✅ Sign buttons to turn on encryption and signing of outgoing emails.

Note

🤔 Huh? I don’t see “Sign” or “Encrypt” options in the ticket view…

This feature is optional; if you don’t see it in the ticket composer, that means your administrator hasn’t enabled it yet. Administrators can learn more here:

• PGP

• S/MIME

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.

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.

Note

🤝 PGP and S/MIME are only working if the other party is using them too.

Your administrator is responsible for adding all the necessary certificates and keys in Zammad’s admin panel.

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.

Ticket creation with configured PGP and S/MIME and available certificates/keys.

📬 Incoming

The 🔒 and ✅ icons at the top of a message indicate its encryption and signing status.

Click on an incoming message to expand its details. Hover over the security status to show more information.

Status Icons (Incoming)

	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.
	This message can not be decrypted.
	This message’s signature has been successfully verified. You can be confident that it’s authentic and that the content has not been modified.
	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.

🔒 Encrypt and ✅ Sign buttons are present on both new tickets and replies. Hover over the buttons to show details.

Status Icons (Outgoing)

	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.
	This message will not be encrypted.
	This message will be signed. Recipients can verify that it came from you and that the content has not been modified.
	This message will not be signed.

Troubleshooting

📬 Incoming

“Sign: Unable to find certificate for validation”

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”

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.