This article describes how to enable secure chat attachments in the Zendesk Agent Workspace.
You can configure Support settings to require authentication to access attachments in a ticket. If you enable secure attachments, attachments are accessible while a chat is ongoing, but once the chat ends, agents and end users who have access to a ticket must sign in before they can view or download ticket attachments. For more information, see Enabling private attachments.
Note: This setting does not apply to attachments in social or web messaging tickets.
To secure attachments
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Scroll to Attachments.
- Under the Settings tab, select Enable secure downloads.
- Click Save tab.
7 comments
Oscar Maynard
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Lisa Kelly
Hi Oscar
Did you try enabling this type of attachment from your Chat dashboard?
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Oscar Maynard
Thank you!
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Giga Paitchadze
Hi Liza,
as I understand, in the new Messaging function (since 2024) there is no differentiation between the doc file types?
As far as I could find, it's either allowing all file attachments or disallowing them; there was no option of allowing PDF, JPG, PNG and disallowing DOC, XLS files
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Lisa Kelly
Hi HashHub,
My instructions were for Chats not Messages. I still see Settings > Account > File sending on my Chat dashboard.
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Vitor Viganó
Hi!
I would like to know where the files are stored and whether we have control over them (Zendesk Messaging). Also, I didn't find any information about the maximum file size.
Thank you!
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Giga Paitchadze
Vitor Viganó Hi, from my experience they are stored on the AWS cloud in a specific pod which is assigned under your account - you can see the pod information in the Admin Center on the /admin/home page, on the bottom.
Attachments are up to 20 MB - you can find more here: https://support.zendesk.com/hc/en-us/articles/4408828723738-Sending-files-in-a-chat
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