Support: Restrict Attachments by File Type



  • Simon

    Max McCal

    Do you know if there is a way to block certain filetypes from being attached via the contact form using Javascript?

  • Max McCal
    Zendesk Product Manager

    Hi, Simon 

    I'm not an expert in Javascript, and wouldn't know. I'd guess you're considering using a custom theme in the Help Center to do something? I wouldn't be able to comment on the possibility personally. I can say that we have plans to support actual file type restrictions for file uploads in the entire suite, but are currently in early exploration phases.

  • Chris

    absolutely ridiculous, how is still thing that is being discussed? A million dollar company can't build a simple feature that takes any dev 30 minutes in 5 years???


  • Anton Van Heerden

    +1 for the ability to have a whitelist of allowed file types. There are ways to build custom restrictions in the Help Center templates but that is not s secure way to do it. We need an admin or perhaps even owner only driven config setting that allows only certain types of attachments. 

  • Ryan Worthen

    This is definitely a pain point for us as new users with Zendesk. We're receiving a variety of attachments and would like to have granular control to determine allowable types. I tried the Attachment Manager plugin, but it's not very helpful. For one, the plugin doesn't work as it claims; we added htm and html files as invalid types so they would be rejected, but they are still coming through just fine. Secondly, we don't want to accept zip files, but the rejection message sent by the app tells users: 

    "If you meant to send this file then please
    package it up as a zip file and resend it."

    There is no way to customize this message, so this support app is of little use to us.
  • sorin

    Ryan Worthen the Auto-Remove Attachments app can help you restrict the type of attachments to certain file extensions only. 

  • Ryan Worthen

    sorin The Attachment Manager is free from just doesn't work as it claims. I'm not going to pay an additional $55/month to a third party for this functionality. I'm just realizing as a new customer (1 month in) that we won't be using Zendesk long term due to issues like this.

  • Anastasia Kachanova

    +1 here

    Zendesk admins should have granular control over attachment types for email and forms. 

    We do not want to use any 3rd party app and prefer to see this solution provided directly by Zendesk (preferably directly in the Admin center settings and not as another app)

  • Rene-Christian.Foidl

    I agree with this. We'd like to restrict the file types we are receiving in order to prevent file types that could do harm on download/opening. Furthermore, we would like to restrict the amount of files that can be uploaded as well as the total file size that can be uploaded. Currently there is an unlimited amount of files that can be uploaded so although there is a possible single file limit of 50mb, you can apparently upload an unlimited amount of files with 50mb

  • WeiSheng


    Base on the first comment of this thread, its almost 5 years. Is there any update on the file restriction? It's important for most companies to have a file restriction to prevent malicious attacks. What is the status of this development?

  • Vincenzo


    As administrator I need to be able to exclude certain types of attachments and prevent agents from downloading them (e.g. .exe)

  • Atanas Tomov

    +1 on this. Definitely a must have functionality especially for companies dealing with sensitive documents and are subject to GDPR.

  • Chika Chima
    Zendesk Product Manager

    Hi everyone,

    As always, thank you for the feedback. We certainly understand this feature request significance to our customers. While we cannot commit to a date or planned release of this feature, however, it is on a roadmap. 

  • CSE

    my company wants to block .HEIC data. 
    If there is any possibility on this feature would be great to get it into Zendesk. 

  • Destiny
    Zendesk Customer Care
    Hi CSE,

    Zendesk Support does allow you to block entire categories of file types, such as executables or video files, but not individual file types within those categories.

    We understand the potential value of this feature and we're grateful for your suggestion. Your feedback is truly essential for us and it gets taken into account when planning our product evolution.
    Unfortunately, we can't provide a timeline or a guarantee that it will be included in future updates. We would like to assure you, however, that every feature request is taken seriously and discussed thoroughly within our team.
    We appreciate your understanding and patience. If you have any more questions or need assistance with other features, please feel free to ask. Thank you~!
  • sorin

    CSE you can use the Auto-Remove Attachments app to automatically and consistently delete attachments in new tickets. The app also allows you to configure a list of file extensions to keep or exclude, no coding required.

  • Jenny Hertel


    We urgently need a function in the contact form to allow only certain files as attachments.
    With regard to the security of our internal system, we cannot allow attachments that may contain viruses and malware.
    It is very risky to allow Excel files, Word files, zip files, etc.
    As soon as an internal employee processes the request and is not careful when downloading, the entire system is down in seconds.
    After asking support, we were recommended the "attachment manager" app, but unfortunately this only shows which files are invalid.
    The files can still be downloaded without any problems.

    We urgently need a solution, otherwise we cannot allow attachments in the contact form, which simply makes the contact form unusable for the end user.

    Thank you very much.


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