Support: Restrict Attachments by File Type
AnsweredZendesk Support provides the ability to restrict customers from adding attachments, or to enable all attachments:
https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tickets
However, this is a global setting and there's no granular control. Many businesses would find their security posture greatly enhanced by the ability to filter allowed attachments by type. For example, some businesses might find image and PDF attachments useful, but would need to block certain other document types and ZIP files.
Please consider empowering admins to exercise greater control over what email attachments can be added by end users to a Zendesk Ticket by allowing them to set allowable attachments by type. This is already possible with the Chat service: https://support.zendesk.com/hc/en-us/articles/360022183834-Managing-file-sending-options
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Official comment
Like Charlie mentioned you can use this free app from the marketplace which has an allow/block list.
Marketplace link: https://www.zendesk.com/apps/support/attachment-manager/
Description:
Attachment Manager is a collection of apps that allows you to work with and manage ticket attachments. It combines Attachment Library, Attachment Restriction, Attachment Tagger (formerly Attachment Finder) and the Redact Attachments App. Attachment Manager combines the functionality of these apps into one sidebar experience. It allows an agent to open and close various apps using an accordion-style interface. -
Agree with this. We have to restrict our agents to using a 3rd party for file transfer where we can control what type of files are being passed back and forth. Given this is an option in Chat, this seems like a no-brainer.
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Second the need for this. Without this malicious files can be downloaded and it is also a GDPR risk if we're unable to remove sensitive information.
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Hi all!
I checked with a couple of those on our Product team and they've stated they have attachment control on the roadmap for development. However, it's not something that I can give an exact ETA for, unfortunately.
Security is very important to Zendesk, and I personally think this will also be a great feature to be added when it gets here!
Alexandra, you mentioned also wanting to remove attachments that have been added to a ticket, and that gave me a thought. If you haven't heard of this before, our Ticket Redaction App allows for removal of attachments once they've hit your account. If you have any further GDPR questions make sure you contact privacy@zendesk.com!
I hope that helps.
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Is there any further updates on this? It's making life very difficult for our users and agents as our security team will not let us allow attachments in the current set-up.
Thanks.
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Hi SDS -
We do not have any further updates at this time.
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Pretty horrible this is not an option. Not sure why it's not. Shows security wasn't the first priority when creating the product. We have had many attempts of Ransomware that are allowed through the ticket system. A $50 home firewall has these options.
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Hi Gentry Geissler,
Are there any update on this product roadmap?
Thanks
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Would also like to know if this is on the roadmap and when it will be available?
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Hi All,
Zendesk have an App for this - made by themselves, not a third party - it's free! It has the feature of blocking / allowing by extension and also allows a few other useful features.
Its called "Attachment Manager"
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