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 explanation to the customer. In such scenarios, an attachment control system can be extremely helpful.

Attachment file type restriction controls the type of file that a user can attach to a ticket. By configuring attachment settings, administrators can allow or restrict specific file types for both incoming and outgoing support tickets.

For example, attachment control will help an organization reduce the risk of malware or viruses being transmitted to or through the support system by restricting certain file types, such as executable files (.exe) or compressed archives (.zip).

Attachment settings can only be configured through the web application. Learn more about configuring attachment controls in the web application.

Reflecting attachment control changes in the mobile application

To sync the attachment control changes in the mobile application, the user has to refresh the portal metadata.

To sync the changes in the mobile app

Open the Zoho Desk application.
Click the Hamburger Menu > Settings > Refresh Portal Metadata.

If the administrator restricts a specific file type in the web application, then attaching that file type to tickets, comments, or activities will show an error.

For example, in the below image, the administrator has restricted attaching pdf files to the ticket. Thus, trying to attach a pdf file while creating a ticket through the mobile application shows an error.

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