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.

Permission Required
Users with the Manage Security Settings permission can configure the attachment control feature.
Check Feature Availability and Limits

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

1. Navigate to Setup > Privacy and Security > Attachment controls.
2. Select the desired Attachments Control option.
3. Click Update.