| Announced on | Rollout on |
| December 5, 2024 | December 5, 2024 |
Zendesk is excited to announce the introduction of private attachments for messaging for all new customers as of December 5, 2024.
This announcement answers the following questions:
What’s changing?
Until now, attachments in messaging conversations have been public, which meant they were accessible by anyone associated with the Zendesk account. With this update, agents and end users can attach files that can only be accessed in the current conversation. End users must authenticate themselves to prove they have permission to view it.
Why is Zendesk making this change?
Zendesk recognizes that many customers need to share files that are only visible to those authenticated to view them. Because this change may require some upgrades and code changes by account admins, this feature is only being rolled out on new accounts created on or after December 5, 2024. In early 2025, we will introduce settings in Admin Center to allow admins to configure attachment settings.
What do I need to do?
No immediate action is required. To use private attachments, follow the guidelines in About private attachments in messaging. If your account was created before December 5, 2024, and you would like to use private attachments, contact Zendesk Customer Support.