Working with Attachments Control
The attachment control option in Zoho Desk plays a crucial role in managing and overseeing attachments, such as files, documents, and images, that customers or agents upload and associate with support tickets within the system. Its significance lies in maintaining data security and ensuring the overall secure operation of the help desk.
Imagine a bustling support environment where agents handle various issues reported by customers. These issues can range from software bugs and user errors to performance problems and feature requests. Customers often attach files, such as screenshots, log files, and documents, when submitting support tickets to provide a complete overview of their problems. In such a scenario, the need for a robust attachment control system in Zoho Desk becomes evident.
Similarly, during troubleshooting, agents may need to attach screenshots, solution documents, or logs to provide detailed explanations or to request further information from the customer. Recognizing the importance of regulating the types of files that agents and customers can attach to support tickets, administrators can leverage Zoho Desk's attachment control settings. By configuring these settings, administrators can restrict specific file types for both outgoing and incoming support tickets. This setup ensures a consistent and secure approach to file attachments throughout the help desk system, aligning with the organization's security policies.
Availability
Previewing and annotating attachments in tickets
Attachments added to replies and comments in tickets can be previewed before they are attached. This allows agents to verify the image and ensure it is the correct file before attaching it to the ticket. In addition, images can be edited directly using the built- in attachment annotator. Agents can add shapes, highlight text, insert arrows or texts, blur specific areas or crop the image as needed without relying on external image editing tools.
To add an attachment to a ticket
- Navigate to the Attachment tab in the ticket detail view page.
- Choose either Attach from cloud (Zoho Workdrive, Google drive, Dropbox, Box, One drive or Evernote) or Browse files option.
- Select the required file and click Open.
- The Upload Attachment Page opens with the selected attachment.
- Click the image to Preview.
- Select Edit to modify the image.
- Click Done.
- Click Attach to add the image to the ticket.
Note: The Edit option is only available for images uploaded with the browse file option. Supported file types are: jpeg, jpg, png, bmp, svg, ico.
Outgoing and Incoming ticket scenario
Consider an outgoing ticket scenario where an agent, tasked with resolving a software-related issue, attempts to attach an executable file (.exe) to the ticket. Let's say the Desk account is configured to restrict certain file types, including executable files (.exe), for security reasons. In an attempt to share additional information, the agent attaches an executable file to the outgoing ticket. However, Zoho Desk's attachment control promptly identifies the restricted file type and triggers an alert. The system prevents the agent from attaching the executable file. A notification is displayed, explicitly informing the agent that the attachment of executable files is restricted.
Next, shift the focus to an incoming ticket scenario. A user submits a support ticket reporting a software application problem, attaching crucial screenshots and log files to provide a complete overview of the issue. As the incoming ticket lands in the agent's queue, showcasing the attached screenshots and log files, the attachment control configured in the system ensures adherence to predefined security policies. For example, in a financial services company, these security policies might include file type restrictions to prevent the upload of executable files that could contain malicious code. If the attached files include any restricted file types, agents won't be able to open or download them. However, they can still view the attached file names and types, allowing for efficient ticket management while upholding stringent security measures.
Configuring Attachment Control
Admins can configure attachment control settings to manage file attachments securely. By default, Zoho has a set of system-restricted file types. In addition to these, in Desk, admins can restrict more file types and customize attachment permissions based on their preferences.
There are three options available for attachment control:
Allow all file types, except system restricted:
When this option is selected, agents can attach files of any type except the system-restricted file types. This provides flexibility in file attachments while maintaining a baseline level of security.
Allow only specified file types:
This option allows attachments of file types specified by the administrator. It's important to note that it confines attachments to the system-restricted file types, offering a more personalized approach to file permissions.
Restrict more file types:
This option allows the restriction of more file types beyond the system-restricted file types, providing a comprehensive approach to security configuration. Admins can quickly choose from a list of recommended file types that have been restricted most commonly.
Points to remember
- Attachment control can only be set for the Tickets module.
- Attachment control settings does not apply to the attachments received through Social, Chat, and Instant Messaging (IM) channels. For example, if a direct message from a social handle contains a file type that is restricted and it is converted into a ticket, then the agents won't be able to open the attached file type in the ticket. However, the file will be accessible from within the Social module.
- The configuration changes will not apply to file types that were used in Desk before the attachment control settings were implemented.
- Customers, whether they are guests or registered users, attempting to upload a restricted file type in the help center will encounter an error message, preventing them from uploading any file types that fall under the restricted category.
To configure attachment control settings
- Navigate to Setup > Privacy and Security > Attachment controls.
- Select the desired Attachments Control option.
- Click Update.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
FAQs: Data Administration
Can I retrieve deleted records from the recycle bin? Yes, it is possible to retrieve deleted records. The recycle bin is a temporary storage location for deleted records in Zoho Desk. It is designed to give users the ability to retrieve any ...Restrict the Attachment Type based on the Organization Settings in Mobile (Android)
While submitting support tickets, customers often attach files, such as screenshots, log files, and documents, to explain their problems. Similarly, while troubleshooting, agents may also attach solution documents or logs to provide a detailed ...Restrict the Attachment Type based on the Organization Settings in Mobile (iOS)
While submitting support tickets, customers often attach files, such as screenshots, log files, and documents, to explain their problems. Similarly, while troubleshooting, agents may also attach solution documents or logs to provide a detailed ...Data backup in Zoho Desk
Even with the best intentions, administrators and agents have seen incidents where they have either deleted important data or modified records, only to realize that it was by mistake. This is why it's so important to have a copy of your help desk ...FAQs: Working on Tickets
What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
New to Zoho LandingPage?
Zoho LandingPage Resources