Philippe Cartier

Malware scanning:
For me, it is vital to prevent the malware to reach our agents. A malware scanner is a good step towards prevention.
In order to be sure no malware is sent, we should be able to select the file types that are accepted. Even if this means only accepting images (jpeg, png, etc.).
So we disabled the options in zendesk which do not permit us to filter attachment types (loss of functionality). Ideally, we should be able to configure all entry points to Zendesk to select allowed filetypes. This would be the easiest (and safest) solution.
A malware scanner has its value though as some malware can be injected through scripts and other means. So a flag of "scanned" (in the message received in zendesk) would help the agent (plus the blacklisting of all executables and zips that are sent to zendesk).