Kayako Support expected IP's

[richm]

It would be helpful to have a list of IP's/IP ranges where Kayako support might connect from.

I periodically check the Diagnostics > Active Sessions page, and it's disturbing to see an unannounced oversees IP address connected to my installation.

I'd like to request you publish a list (at least within our members area if not within the forums) of IP's or IP ranges we can expect connections to come from.

It's always good to know if your being helped or hacked.

Rich

[bear]

You're seeing them connected to your admin or staff areas? If yes, is this an owned or hosted version? if not, that's normal, especially if you have a large KB. I get people searching my articles all the time.

[richm]

Thanks bear for the feedback.

This was a connection to the user side from a UK ip.

In our case only registered users can connect to anything except the login page and all our current clients are in the US.

Rich

[craigbrass]

I agree a list of IPs should be published (For the Kayako office + Jamie's IP + Windows developer IPs in America) so that when you submit a ticket to Kayako's support, you know it was them connecting.

[Jamie Edwards]

Hi Rich,

I am the only staff member from the UK, and I do not recall connecting to your SupportSuite. There is no way for staff to bypass any "Registered only" requirements for areas of your desk, either.

I do not think it is necessary to publish a list of IP addresses. If, however, you want to confirm that one is a staff member's, please submit a ticket to Sales regarding this.

[craigbrass]

Oh right, I misread this. I thought he was meaning he submitted a ticket and somebody logged in from outside the UK.

I still think a list of IPs would be handy though. I see a few datacenters do it for server logins and as Kayako staff sometimes need to do on-site investigations it would put peoples minds at ease.

[richm]

I have a number of tickets open with Kayako in the bug tracker as well as my members area, so I would hope it was someone working on one of these.

When it comes to security, I would think Kayako would want to err on the side of caution and provide this info. Otherwise I'm going to have a very tough time justifying to our IT security why I have a login for an outside vendor and they can connect without a direct request to do so and without a list of known IP's they will be connecting from.

It was hard enough to get them to let me create the login for Kayako to diagnose with in the first place. If they pull this from me, I will be up the creek when I encounter problems with the software and the money I paid for support will have been wasted.

Please reconsider. It need not be published in the forums, members area would be fine.


Rich

[craigbrass]

I have alerted Varun to this thread as I totally agree with you. Hopefully we will get a response soon.