Product Feedback: Attachment Type Analysis for Governance and Security

Hello,

Zendesk currently provides administrators with visibility into how business rules and tags are being used through features such as Rule Analysis & Ticket Tags Usage. However, there is no equivalent visibility for file attachments.

Administrators can configure allowed file types under Admin Center → Objects and Rules → Tickets → Settings → Allowed File Types but there is currently no way to understand which file extensions are actually being used across the instance before making configuration changes.

Proposed Enhancement

Introduce an Attachment Type Analysis page similar to Rule Analysis and/or Ticket Tags Usage that provides visibility into attachment usage across the account.

Example Information Displayed

Additional Filters

• Inbound attachments (end users)
• Outbound attachments (agents)
• Channel
  • Email
  • Web Form
  • Messaging
  • API
• Date range
• Brand
• Group

Business Justification

Today, administrators must make decisions about attachment restrictions without understanding the actual usage of file types within their Zendesk instance.

For example:

• Security teams may want to disable ZIP files.
• Compliance teams may want to restrict executable file types.
• Administrators may want to allow only a limited set of file extensions.

Without attachment analytics, there is no way to determine:

• Which file types are actively used.
• Whether a restriction would impact customers or agents.
• Which file types are no longer needed and can safely be blocked.

Suggested UX

• A dedicated page under Objects and Rules → Tickets → Attachment Analysis
• Objects and Rules → Tickets → Settings → Allowed File Types → View Usage following the same concept as Rules Analysis / Ticket Tags

This would allow administrators to quickly audit attachment usage and make informed security and configuration decisions.