Announcing the custom file type allowlist for Zendesk Support

Announced on | Rollout starts | Rollout ends
December 3, 2025 | December 3, 2025 | December 4, 2025

We’re excited to introduce the custom file type allowlist for Support. Now, customers can choose exactly which file types are allowed to be uploaded in their accounts—applying to both agents and end users.

This new setting, available in the Admin Center, gives you greater control over the types of files that can be shared, helping enhance security and ensure only approved file types are used across your team and 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 excited to introduce the custom file type allowlist, a new security-focused feature for Support now available to all customers across all plans. This feature empowers admins to specify exactly which file types agents and end users can upload, giving you greater control over your account’s security and file management.

Why is Zendesk making this change?

Earlier this year, we introduced a recommended file type allowlist to enhance security. However, we recognized that to offer a complete solution, customers need more granular control to choose which file types are permitted in their accounts.

This new feature empowers you to customize the allowed file types for uploads in your account, helping you maintain a secure, efficient environment based on your preferences.

What do I need to do?

No action is required. Rollout starts today and is scheduled to be completed by December 4, 2025. For more information, see Setting allowed file types for attachments.

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.