Plan requirement
| Subscription | Any plan |
| Access | Agent |
Yes. Every attachment on a ticket or a messaging conversation is scanned after it is uploaded, and anything flagged as potentially malicious is blocked. Agents cannot open it and end users do not see it.
It works in both directions. In messaging, a file an agent adds is scanned too, and Send stays unresponsive until that file is removed or replaced.
What happens when a file is blocked?
A warning label appears on the attachment in the ticket. An admin, or an agent in a custom role that has the permission, can download the file and then click Allow access underneath it to release it to the rest of the team.
Those warning labels only show when email attachments are turned on for the account and the agent is working in the Agent Workspace or the Zendesk Support mobile app.
What does scanning not catch?
Zendesk states plainly that this is an extra layer and not a complete safeguard: no malware detection can guarantee that every malicious file is identified in every circumstance.
It also only judges the file. A document that is technically clean but asks the reader to enable content, a spreadsheet linking to a fake sign-in page, an invoice that is not yours: none of those are malware, and scanning has no opinion on them.
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