Because untrusted files can contain malicious code, in an effort to provide a more secure experience our handling of attachments, particularly audio files, has recently been updated.
Previously, some browsers would allow a user to hear the audio file in a separate browser tab. Later, it was possible for audio files embedded by Agents to be heard in a new tab, but forced the download of non-Agent attached audio files.
To provide you with the most secure experience possible, we are no longer allowing the opening of audio attachments in the browser — it must be downloaded.
Once downloaded, you can open the audio file in your system's default audio application or in the application of your choice. You can also drag the file into a browser window. A new tab will open and play the audio file.
A quick note: Zendesk does not currently scan attachments. Downloading an untrusted file provides your security software an opportunity to verify the contents of the file, as well as give you the option not to open the file.
If you have a number tickets that come with audio attachments from somebody who isn't an agent but who is a trusted source, you may want to use our API to create a voicemail ticket, which would allow you to listen to the comment in the context of the ticket.