Announcing support for attachments on custom object records

Announced on | Rollout starts | Rollout ends
September 30, 2025 | September 30, 2025 | October 10, 2025

Zendesk is excited to announce the ability to add attachments to custom object records.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With this release, admins can configure custom objects to allow attachments to their records. When selected, admins and agents with permission to edit the custom object records can add up to 5 attachments per record. This provides a convenient way to ensure documents associated with the record are stored in an organized and accessible manner.

Some examples of how you might use attachments on custom object records include:

In HR workflows, you could attach an offer letter to an approval request to get sign off from the hiring manager and finance teams prior to sharing it with the candidate.

When using custom objects to manage assets, you could attach purchase receipts and warranty documents to each asset's record.

Invoices could be attached to custom object records and sent to an end user for approval before processing a payment.

A service technician could attach pictures of a serviced asset and corresponding invoice to provide proof of service and costs within the record associated with a service request.

Customer success managers could attach contracts and supporting documentation to a a customer's project records.

For more information, see Viewing, adding, and removing attachments on custom object records.

Why is Zendesk making this change?

This release empowers you to do more with custom objects. Allowing attachments on custom object records simplifies document management within your Zendesk environment. Whether you're attaching invoices, claims, employment offer letters, financial or legal records, or orders, this feature provides a seamless and centralized way to access and manage these files.

What do I need to do?

This functionality is available to all accounts with custom objects. To begin using attachments on custom object records, an admin must configure the custom object to allow attachments and train agents on how they should use 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.