Question

Are incoming ticket attachments scanned for viruses?

Answer

Yes, Zendesk has an online system that scans uploaded attachments to tickets. For more information on this feature, see Managing malicious attachments.

This scanning is an additional layer of protection, but it isn't a complete safeguard. No malware detection system can guarantee that every malicious file will be identified in every circumstance.

Because of this, don't rely solely on Zendesk attachment scanning to protect users or devices. Install and maintain antivirus or endpoint protection software on all agent devices, and follow internal security best practices when handling attachments.