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Zac11
May 31, 2019
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Support: Restrict Attachments by File Type

Related products:Support
  • May 31, 2019
  • 67 replies
  • 307 views

Zendesk Support provides the ability to restrict customers from adding attachments, or to enable all attachments:

https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tickets

However, this is a global setting and there's no granular control. Many businesses would find their security posture greatly enhanced by the ability to filter allowed attachments by type. For example, some businesses might find image and PDF attachments useful, but would need to block certain other document types and ZIP files.

Please consider empowering admins to exercise greater control over what email attachments can be added by end users to a Zendesk Ticket by allowing them to set allowable attachments by type. This is already possible with the Chat service: https://support.zendesk.com/hc/en-us/articles/360022183834-Managing-file-sending-options

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      67 replies

      Justin56
      July 3, 2019

      Agree with this. We have to restrict our agents to using a 3rd party for file transfer where we can control what type of files are being passed back and forth. Given this is an option in Chat, this seems like a no-brainer.

        Alexandra17
        August 13, 2019

        Second the need for this. Without this malicious files can be downloaded and it is also a GDPR risk if we're unable to remove sensitive information.

        https://support.zendesk.com/hc/en-us/articles/215768848-Are-incoming-ticket-attachments-scanned-for-viruses-

        https://support.zendesk.com/hc/en-us/community/posts/360032044793-Product-Feature-Request-Virus-Scanning-on-Attachments-or-Limiting-File-Types

         

          Gentry11
          Gentry11Employee
          Employee
          August 14, 2019

          Hi all! 

          I checked with a couple of those on our Product team and they've stated they have attachment control on the roadmap for development. However, it's not something that I can give an exact ETA for, unfortunately.

          Security is very important to Zendesk, and I personally think this will also be a great feature to be added when it gets here!

          Alexandra, you mentioned also wanting to remove attachments that have been added to a ticket, and that gave me a thought. If you haven't heard of this before, our Ticket Redaction App allows for removal of attachments once they've hit your account. If you have any further GDPR questions make sure you contact privacy@zendesk.com!

          I hope that helps.

          Product13
          November 1, 2019

          Is there any further updates on this?  It's making life very difficult for our users and agents as our security team will not let us allow attachments in the current set-up.

          Thanks.

           

            Nicole17
            Nicole17Employee
            Employee
            November 5, 2019

            Hi SDS - 

            We do not have any further updates at this time. 

            Ticket12
            December 16, 2019

            Pretty horrible this is not an option.  Not sure why it's not.  Shows security wasn't the first priority when creating the product.  We have had many attempts of Ransomware that are allowed through the ticket system.  A $50 home firewall has these options.

            Fikri
            May 14, 2020

            Hi @Gentry Geissler,

             

            Are there any update on this product roadmap?

             

            Thanks

              Mathew13
              August 4, 2020

              Would also like to know if this is on the roadmap and when it will be available? 

                Charlie22
                August 29, 2020

                Hi All,

                 

                Zendesk have an App for this - made by themselves, not a third party - it's free! It has the feature of blocking / allowing by extension and also allows a few other useful features.

                Its called "Attachment Manager"

                Carl McDowell
                Carl McDowellEmployee
                Employee
                October 16, 2020

                Like Charlie mentioned you can use this free app from the marketplace which has an allow/block list.

                Marketplace link: https://www.zendesk.com/apps/support/attachment-manager/

                Description:
                Attachment Manager is a collection of apps that allows you to work with and manage ticket attachments. It combines Attachment Library, Attachment Restriction, Attachment Tagger (formerly Attachment Finder) and the Redact Attachments App. Attachment Manager combines the functionality of these apps into one sidebar experience. It allows an agent to open and close various apps using an accordion-style interface.

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