- Your agents or customers are seeing red “harmful programs” screens or “malicious” file warnings when trying to access attachments, it means that Google has recently detected a malware attachment on your subdomain.
- Here are some examples of screens and messages your agents or customers may be seeing:
Google flagged one of your attachments as malware today for <subdomain>.zendesk.com. When Google detects a malware attachment on your Zendesk subdomain, it can affect your subdomain in general, causing all attachments to be flagged as “malicious” or “harmful” until a successful review confirms that malware attachments have been removed.
We will do it all for you.
Zendesk is notified by Google when they detect malware on our customer’s Zendesk subdomains. As soon as we are notified about a malware attachment, we will remove the attachment and request a review from Google to get any malware warnings cleared for the affected subdomain. Reviews can take 12–72 hours for Google to complete. While the review is in process, the red screens and warning messages will continue to appear.
Please note Google’s malware scan happens only when agents or customers download an attachment. The best way to prevent this problem is to be careful to never download a suspicious or unknown attachment; always delete it instead.
We also have a couple of best practice articles on attachments and security below which you might also find useful: