Announcing malware scanning for messaging channels

Announced on | Rollout starts | Rollout ends
April 20, 2026 | April 15, 2026 | April 23, 2026

We’re launching malware scanning for all attachments shared by end users and agents through the messaging Web Widget and social messaging channels. This feature ensures every attachment shared in messaging is safe, protecting both agents and end users from malicious content.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

All attachments shared by end users and agents for messaging channels will now be automatically scanned for malware before delivery or download.

If an attachment is flagged as suspicious, it will be blocked until it is reviewed and approved by an admin or an agent with a custom role.

Why is Zendesk making this change?

We’re introducing this update to strengthen security, prevent the spread of malicious attachments through messaging channels, and provide a safer experience for everyone using Zendesk.

What do I need to do?

No action is required to enable this feature. See Managing malicious attachments for more information.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.