Hey there folks!
Our company uses Freshdesk for our customer support, and a normal thing for me to do as a software developer is to send our customers a logging build of our software to pinpoint issues.
I attempted to send a “.zip” file as an attachment when replying to a ticket, and I got a “Message Bounced - Temporary Error”. I thought it was exactly that, and tried later, but got the same result. When it happened with another ticket, I talked to Freshdesk Support over the phone and they said that the attachment was flagged as a virus.
I take no issue with the virus flagging--we have other ways to get logging builds to our customers and it would be really difficult to allow this kind of attachment while still keeping users safe. However, the error message that I received makes it sound like our customer’s email is to blame, when really there was something we were doing wrong.
It would be great to have an error message that explains that the attachment is prohibited, as I think that would save a lot of head scratching for folks in the future.
Thanks for the read, and have a great day!
