Hello everyone,

The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets.

Why Attachment Control Matters?

Imagine you’re handling a support ticket where a customer has uploaded crucial screenshots and log files to explain an issue. Or, think of a situation where you need to attach a solution document to help the customer resolve a problem. In both scenarios, ensuring that only safe and appropriate file types are shared is vital to maintaining the security and integrity of your support system.

What’s New?  

With the Attachment Control feature, you can now regulate the types of files that can be attached to support tickets more effectively. Here’s a quick overview of what you can do:

1. Allow all file types, except system-restricted: Agents can attach any file type, except those restricted by Zoho Desk’s default settings. This offers flexibility while maintaining a basic level of security.
   
   For example, an agent is working on a ticket related to a product defect. The agent needs to attach a detailed PowerPoint presentation (.pptx) explaining the issue and potential fixes. Since PowerPoint files are not restricted by Zoho Desk's default settings, the agent can easily attach the presentation without any issues. However, if the agent tries to attach an (.apk) file which is restricted by default for security reasons, the system will block the attachment. This option allows flexibility for most file types while ensuring that potentially harmful files are automatically restricted.
   
   
   
   
2. Allow only specified file types: Limit attachments to only the file types you specify, giving you tighter control over what can be shared.
   
   Suppose your organization deals with sensitive financial data, and you've decided that only specific file types such as PDFs (.pdf), presentation (.ppt), spreadsheets (.xls) and certain audio file types (.mp3 and .mp4), are allowed as attachments. An agent receives a ticket where they need to attach a financial report. Since the system is configured to allow only specific file types, the agent can attach the report in ppt or pdf format. However, if the agent tries to attach an executable file (.exe) or any other file type not on the approved list, the system will prevent the attachment, ensuring tighter control over the types of files shared.
   
   
   
   
3. Restrict more file types: Extend security by restricting additional file types beyond the system defaults, ensuring that only the safest files are uploaded or downloaded.
   
   In a healthcare setting, security is paramount. The admin has configured the attachment control to restrict additional file types beyond Zoho Desk’s default settings, such as ZIP files (.zip) and even certain image formats that could contain sensitive information. An agent working on a support ticket needs to attach a medical document in PDF format, which is permitted. However, when the agent attempts to attach a ZIP file containing multiple documents, the system blocks the attachment, adhering to the stricter security policies in place.
   
   
   
   

The "Recommended file types" option provides a quick way for admins to choose commonly restricted file types, making it easier to enforce security policies.

For more information on how to use the Attachment control feature, refer to the help document on Working with Attachment Control.

This feature is available to all users across all the data centers. For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your queries and feedback in the comment section below.

Regards,

Varsha P | Zoho Desk - User Education