Support: Restrict Attachments by File Type

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13 Comentários

  • Comentário oficial
    Carl McDowell

    Like Charlie mentioned you can use this free app from the marketplace which has an allow/block list.

    Marketplace link: https://www.zendesk.com/apps/support/attachment-manager/

    Description:
    Attachment Manager is a collection of apps that allows you to work with and manage ticket attachments. It combines Attachment Library, Attachment Restriction, Attachment Tagger (formerly Attachment Finder) and the Redact Attachments App. Attachment Manager combines the functionality of these apps into one sidebar experience. It allows an agent to open and close various apps using an accordion-style interface.

  • Justin

    Agree with this. We have to restrict our agents to using a 3rd party for file transfer where we can control what type of files are being passed back and forth. Given this is an option in Chat, this seems like a no-brainer.

    2
  • Alexandra Hjert

    Second the need for this. Without this malicious files can be downloaded and it is also a GDPR risk if we're unable to remove sensitive information.

    https://support.zendesk.com/hc/en-us/articles/215768848-Are-incoming-ticket-attachments-scanned-for-viruses-

    https://support.zendesk.com/hc/en-us/community/posts/360032044793-Product-Feature-Request-Virus-Scanning-on-Attachments-or-Limiting-File-Types

     

    1
  • Gentry Geissler
    Zendesk team member

    Hi all! 

    I checked with a couple of those on our Product team and they've stated they have attachment control on the roadmap for development. However, it's not something that I can give an exact ETA for, unfortunately.

    Security is very important to Zendesk, and I personally think this will also be a great feature to be added when it gets here!

    Alexandra, you mentioned also wanting to remove attachments that have been added to a ticket, and that gave me a thought. If you haven't heard of this before, our Ticket Redaction App allows for removal of attachments once they've hit your account. If you have any further GDPR questions make sure you contact privacy@zendesk.com!

    I hope that helps.

    0
  • SDS Product Team

    Is there any further updates on this?  It's making life very difficult for our users and agents as our security team will not let us allow attachments in the current set-up.

    Thanks.

     

    2
  • Nicole S.
    Zendesk Community Team

    Hi SDS - 

    We do not have any further updates at this time. 

    0
  • Richard

    Pretty horrible this is not an option.  Not sure why it's not.  Shows security wasn't the first priority when creating the product.  We have had many attempts of Ransomware that are allowed through the ticket system.  A $50 home firewall has these options.

    0
  • Fikri Akbar Hedianto

    Hi Gentry Geissler,

     

    Are there any update on this product roadmap?

     

    Thanks

    3
  • Mathew luby

    Would also like to know if this is on the roadmap and when it will be available? 

    1
  • Charlie

    Hi All,

     

    Zendesk have an App for this - made by themselves, not a third party - it's free! It has the feature of blocking / allowing by extension and also allows a few other useful features.

    Its called "Attachment Manager"

    0
  • Jon Hall

    +1 for attachment control. You can do it in Zopim chat, just not the main tool. Not having this feature entails security risk or limitation of functionality if switched off. 

    If this is on roadmap should be possible to share an ETA?

    1
  • Luiz Carlos

    I did install the plugin, however it does NOT BLOCK users from uploading restrict filetypes.

    The ticket open as unusual, and the attachment is still visible from Support (although restricted, but this can also be circunvented by agents)

    We need a option to REJECT or to BLOCK UPLOAD for certain filetypes

    2
  • Adam Reid

    I'd like to +1 this request.

    We use Zendesk for our DMCA/Abuse tickets, and some users will submit attachments with very graphic content.

    We need our customers to attach files, but the issue we are seeing is the thumbnail that appears in the ticket feed. If we get a jpg our staff can be exposed to some unpleasant sights.

    We've like to be able to prevent previews of these thumbnails.

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    0

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