|Announced on||Rollout starts||Rollout ends|
June 27, 2022
June 27, 2022
July 14, 2022
Zendesk is pleased to announce the new malware scanning feature, which provides a more secure agent and end user experience.
The malware scanning feature scans file attachments on tickets in Support and Zendesk Suite. It also scans file attachments of tickets created with the "Submit a request" link in the help center. All the files are scanned after they're uploaded. Agents and end users are prevented from engaging with malicious content. In some cases, malicious attachments are labeled with a warning and admins can evaluate and manage access to the attachment; in other cases, malicious attachments are completely hidden from all users.
For more information, see Managing malicious attachments.
What is the scope of the scanning and when are warnings visible?
In this initial release, the Zendesk product, the channel from which the ticket was received, and the user interface used by the agent working the ticket all determine whether or not an attachment is scanned and when a warning is visible or the file is completely hidden from all users.
Files uploaded and attached to email tickets and Agent Workspace Chat message tickets are scanned for malware (including the Suspended tickets view). Attachments to tickets originating from stand-alone Chat subscriptions and social messaging channels aren't scanned.
If malware is detected, a warning is displayed to agents and admins in the ticket conversation log. For these attachments, admins have the option to download the file to evaluate it and can override the agent restrictions.
Files that are uploaded and attached to tickets created with the "Submit a request" link in the help center are scanned for malware and hidden from end users if malware is detected.
For a complete breakdown of what is scanned and when warning labels are visible, see About malware scanning. Attachments to any tickets or Zendesk objects not listed in the table aren't scanned.
Why is Zendesk making this change?
Malware is constantly evolving and modernizing as malware creators develop sophisticated new tools and attacks. It is important to Zendesk to protect our customers from malicious software attacks so that we can provide the most secure and reliable experience possible.
What do I need to do?
You don't need to do anything. This feature is automatically being rolled out to all customers.
We'd love to hear your feedback in the Malware feedback community post.