Secure attachments per ticket


  • Official comment
    Chika Chima
    Zendesk Product Manager

    HI Dave!

    Thank you for expressing your concerns.

    I do want to announce that we are working on a Malware scanning feature that will scan ticket attachments in the support product coming towards the end of May/beginning of June 2022. High level on how it works for this first release; if a file is deemed malicious, Admins can "Allow" or "Restrict" access for Agents and End users to download or not, per each attachment thats deemed malicious

  • Sam

    This would be beneficial to our team as well. We occasionally handle sensitive data in Zendesk and would like the ability to handle this case-by-case.

    As a workaround, for attachments to people outside of the company, we use the Side Conversation feature as those attachments do not require a user to be logged in.

  • Rebecca Weifenbach

    We also have this need. Often members request statement and other documentation that requires encryption, are staff is having to use outlook for these requests.

  • Harvind Kumaar

    Any updates on this feature?

  • Chika Chima
    Zendesk Product Manager

    Hello everyone thank you for your feedback and comments!

    In Support today; we do have private attachments as current feature in Support that helps with securing access to a file. 

    Unfortunately this is not on any roadmap, but we are interested in doing more discovery around this possible feature in the future.

  • Sydney Neubauer
    Zendesk Luminary

    +1. We not only need the ability to encrypt/secure attachments, we need to be able to encrypt outbound responses from Zendesk. Think about for HR conversations, these should only be accessible by the requester and should get the message encrypted for added security


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