Announced on	Rollout on
January 27, 2025	January 27, 2025

We are introducing a new permission for Enterprise plans that allows agents in custom roles to manage malicious attachments.

This announcement includes the following topics:

What's changing?
Why is Zendesk making this change?
What do I need to do?

What's changing?

On Enterprise and Enterprise Plus plans, agents in custom roles can now be granted permission to manage malicious attachments. This permission allows agents in custom roles to override attachments that are deemed potentially malicious by the Zendesk malware scanner.

The custom role will have the same permissions as admins have today when a file attachment is deemed malicious. Based on your company's security policy, agents in this role can override the malware designation and allow access to the attachment. For more information on how to override, see Managing Malicious attachments.

For more information about custom roles, see Permissions that agents in custom roles can have.

Why is Zendesk making this change?

We recognize that admins need to delegate some of their responsibilities. Today, admins bear the responsibility to allow or restrict access to file attachments that are deemed malicious by the Malware scanning feature. We aim to empower admins to delegate these tasks to other agents. This will allow agents to assist admins in determining whether a file is safe to download.

What do I need to do?

No action is required. This feature is being rolled out to all Enterprise accounts. When you add or edit custom roles, this new permission will be available for you to set.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.