Support: Restrict Attachments by File Type

Hello everyone,

I’d like to share an update on the progress of this feature. We are currently developing an initial version of this feature, which will introduce a setting allowing you to select from a fixed list of file extensions permitted for upload in the Support product. We expect to release this feature later this year.

After this initial release, we will focus on a second version that will enable you to customize and specify any file extensions you wish to allow. No ETA on this just yet. 

Thank you all for your continued patience and support!

Hi 1264663903949, checking in to see if there have been any updates on when this feature might be released?

Thanks 

1264663903949, can we please get an update on this issue! This is a security risk which has existed for over 5 years, nearly 6 years since it was first reported here. The only updates we have are Zendesk saying it's on a list. Can you please inform us if this is a 2025 ETA, or very early 2026 at the latest?

Please add this feature!!!

Hello,

is there any update on this critical security feature? Could you please provide at least updated suggestions on workarounds to perform this, if it won't be delivered as new native ZD feature?

Thanks

Hello everyone,

Thank you for your patience as we navigate the early stages of developing this feature in Support. I want to reassure you that this feature is indeed in the roadmap and we are currently in the discovery phase for its initial first version.

At this moment, we cannot provide a specific timeline for its release. Offering an eta would involve a level of uncertainty that we prefer to avoid.  However, I want to emphasize that we are actively working on enhancing our attachment handling capabilities and have several other projects lined up in 2025.

I understand that this lack of detail can be frustrating, and please know that we recognize the importance of addressing these issues.

Thank you for your understanding!

Our organization is also experiencing challenges with the lack of file type restrictions. While the forms feature would be extremely valuable for our operations, we cannot utilize it without proper security measures in place to filter file types.

Given that this request has been pending since 2019 and similar functionality already exists in Zendesk Chat, could we get an updated timeline on when this security feature might be implemented? This capability is becoming increasingly critical for organizations that need to maintain strong security postures while still providing efficient customer service channels.

Hi Zendesk team. It's been more than a quarter after the last update here. Do you probably have an update on timeline? This would greatly optimize our own planned effort if know exactly whether Zendesk commits to resolving this security vulnerability asap. 

hey 1263082253089 

Is there any further update on this? With the release of file storage this year, it's now becoming more imperative to have this type of feature so customers can reduce the amount of file attachments coming in etc on tickets. As a ZD partner, I have quite a few customers asking if they can limit the file types which can be sent through so they can reduce the amount of storage they utilise etc. but also for spam prevition of malicious file types from being sent in. 

Best,

Amie

I wanted to step in here and confirm again that this is planned. We aren't able to comment with an ETA at this time. Providing a timeline right now would involve more guesswork than we're comfortable with. We are making improvements to our attachment handling, and have a number of projects that we are excited to share in the upcoming months, but aren't able to give specifics about timing yet. I realize this is frustrating, and this is definitely an issue that we are aware of and need to provide fixes for. If you're interested in discussing further, please let me know.