Verifying your customer’s identity through a passport or driver license scan can be an effective way to verify the identity of your customer. Due to the sensitive nature of these documents, and their ability to be used for identity theft, we recommend using the require authentication to download feature. While regular attachments are secured using a token, a URL that is considerably complex and random, they could be potentially exposed through a misdirected email. Require authentication to download makes sure your user is signed in when viewing the attachment. You can certainly use Zendesk without requiring authentication to download, but be mindful of what you ask your customers to send you to lower the risk of accidental exposure.
Note that attachments are not indexed by search engines unless the link for the attachment itself has been published in a Help Center article or something similar. This is the case whether require authentication to download is enabled or not.
To enable require authentication to download go to Admin ( ) > Settings > Tickets .
Please note, until the require authentication to download is associated with a specific group or agent, uploaded files are visible to any authenticated user. Once an attachment is associated with a ticket or post, visibility is restricted to users with access to the ticket or post that has the authentication to download.