Question
Are incoming ticket attachments scanned for viruses?
Answer
Zendesk has an online system that scans uploaded attachments to tickets. For more information on this feature, see this article: Managing malicious attachments.
Zendesk recommends installing an antivirus solution on all of your agents' devices as malicious attachments can come from other places besides Zendesk tickets.
27 comments
Chika Chima
Hi 1263213752169
Unfortunately we cannot disable this feature, but I want to work with you to understand more on what you are seeing in regards to attachments and the malware scanning verdicts UI.
I created a ticket for you to understand more. Thanks!
0
Alan Mark
Is there a way we can disable this feature? It seems to be flagging everything falsely.
0
Chika Chima
Hello! As promised here is a calendly link to sign up to hear more about your feedback on the new malware scanning feature!
0
Chika Chima
Hi 1263213623749
Thanks for reaching out! There will be an official announcement when Malware Scanning will be rolled out to all customers! Starting June 27th the deployment will start. Look out for help center article.
0
Gautam Madaan
1263082087049 and 1264663903949
Thank you for tackling this.
Checking in to see if this was pushed out to all customers? How can we see/test it in our instance(any documentation?) and what is the release date?
0
Brett Bowser
Thanks for taking the time to share this with us! I would also recommend cross-posting your feedback in our Feedback - Ticketing System (Support) topic as that's actively being monitored by the product managers in charge of this functionality.
Thanks again!
-1
Independence Australia Group (iagroup)
So we are starting to get tickets suspended for malware but there is nothing diagnosticly on the message notification so we can determin what/why some of the message in question only have inline images as attachments. If this is going to be the UX then it needs some more work.
Not sure if we are part of the limited release or what the deal is we certantly haven't had this communicated.
0
Chika Chima
Hi All,
The limited release is already closed and we are slated to release/push to all customers in June 2022.
0
Itai Kociak
Hi,
Any updates on the release date or the early pilot?
Thanks
0
Camilo Gomez
Will you be rolling this out in phases or will this be pushed out to all instances? If there is an early pilot program we would love to participate on this.
0
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