Malware scanning is a security feature that scans all file attachments to tickets and blocks any that are flagged as potentially malicious. When an attachment is flagged as malware, agents are prevented from downloading the file unless an admin overrides the malware identification.
About malware scanning
Zendesk scans attachments to tickets in Support and Zendesk Suite after they are uploaded. When malware is suspected, agents are unable to access the attachment and end users won't see the attachment.
- Help center Submit a request form
- Attachments API
- Support Mobile SDK ticket form
- Classic Web Widget ticket form
- Agent Workspace:
- Web Widget for Messaging
- Messaging (attachments uploaded by agents only)
- Zendesk Mobile SDK for Messaging
- All files attached by agents via the Agent Workspace, regardless of the channel of communication with end users
Attachments to tickets originating from stand-alone Chat subscriptions and social messaging channels aren't scanned. In the Messaging channel, only attachments uploaded by agents are scanned.
Whether agents see a notification about a blocked attachment and whether admins can override the malware designation depends on the Zendesk product, the agent interface in use, and the channel from which the attachment originated. Specifically, warning labels are only displayed on potentially malicious attachments if email attachments are enabled for the account and agents are working in Support on desktop.
Though linked attachments are scanned, warning labels aren't displayed. Instead, agents just won't be able to open the link.
If malware is detected in attachments to tickets created with the Submit a request link in the help center, the attachments are hidden from end users.
Reviewing potential malware attachments
Malicious attachments to tickets and conversations in Support and Zendesk Suite are inaccessible to agents, but admins have the option to download the flagged attachments and decide whether to allow agents to access them or keep them restricted.
- In a ticket, click the download icon () on the potentially malicious attachment and then click Proceed in the confirmation dialog to download the attachment.
- After reviewing the potentially malicious attachment, under the attachment in the ticket click Allow access.
- If you want to re-enable agent restrictions to a potentially malicious attachment, under the attachment in the ticket click Restrict access.