Announcing the file type allowlist for Zendesk Support

Announced on | Rollout starts | Rollout ends
July 10, 2025 | July 10, 2025 | August 12, 2025

We are excited to announce a new feature in Admin Center that restricts agents and end users from uploading files that are not on an allowed list of file types. This enhancement improves control, strengthens security, and protects both Zendesk and our customers.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Zendesk is now offering a new feature for Zendesk Support, available to all customers (on all plans), that lets you control uploads by turning on a fixed list of recommended file types. New accounts enjoy this enhanced security by default, and existing accounts can activate it at any time through Admin Center.

Why is Zendesk making this change?

We recognized from customer feedback the need to give you greater control over the types of files uploaded and shared within your accounts. By allowing the recommended file types that are commonly used, this feature helps reduce the risk of malicious file uploads while ensuring your agents spend less time managing unsupported or unsafe file formats, keeping your Zendesk environment safer and more reliable.

What do I need to do?

This is a gradual rollout scheduled to be completed by August 12th. If you don’t see the setting in your Admin Center immediately, don’t worry. Once available, you can turn on the setting there. To learn more about the recommended file types, see Restricting ticket attachments to Zendesk-recommended file types.