• Kris Geraths

  • 15. April 2019 23:08

  I agree!  As a new zendesk user learning that we cannot delete an attachment is very concerning to me.  We deal with a lot of PII from many types of users and must adhere to strict regulations to keep this information safe.  This should be a priority for zendesk.

• Sarah Killian

  • 16. April 2019 09:01

  Definitely! This other thread has 30 comments so far all with the same concern about attachments -: https://support.zendesk.com/hc/en-us/articles/223536187-Removing-ticket-attachments

• Nicole S.

  • 17. April 2019 23:34

  Zendesk Community Team

  Hi Sarah and Kris - 

  Thank you for sharing your feedback! We always appreciate hearing from our users. 

  This is not currently being worked on, but due to the feedback we have heard, it may be considered in the future. 

  We will keep this thread open so that others can up-vote and share their comments. 

• Sarah Killian

  • 18. April 2019 08:02
  • Bearbeitet

  Hi Nicole,

  Thanks for getting back to me so soon, if you look at the other thread you will see this is a real concern for companies.

  On what basis is this not a priority for Zendesk? Surely you have your customers concerns at the centre of what you do?

  Thanks in advance for your reply.

  Kind Regards,

  Sarah

• Nicole S.

  • 23. April 2019 23:22

  Zendesk Community Team

  Hi Sarah - 

  You're welcome, and I apologize that this response was not as timely. Zendesk does deeply care about our customers' concerns, which is why we have this feedback forum. 

  The product team is aware of the feedback being shared here, and they're exploring the issues raised. 

  I encourage you to reach out to your account rep to discuss further. Since this issue touches on GDPR (and therefore legal) issues, we're limited with regard to what we can share about it in this public space. 

   

• Andrew Jacobson

  • 23. August 2019 00:39

  This is very important! We need to keep customer data confidential and if an agent makes an error and adds sensitive information, we need to be able to remove it. 

• Chun Lee

  • 3. September 2019 11:10

  Need to be able to easily clear attachments from previously closed tickets to comply with GDPR without deleting the ticket.

• Daryll Holland

  • 3. September 2019 11:16

  This isn't even an option for companies that do business in Europe. The redaction app and deleting closed tickets are not the answer. Please look at Manager gone ServiceDesk Plus if you need inspiration!

• JEANA HUYNH

  • 21. November 2019 15:44

  It would be great too if we're able to set a timeframe in which all closed tickets have their attachments deleted after x days or month automatically.  Thank you.

   

• Mark Hinson

  • 26. November 2019 13:48

  hi everyone,

  Attachment removal has become v important to us, post GDPR our audits have become more and more stringent.  This has led our Compliance Officer to ask for Attachment Removal,  now he's an easy-going fella, but I like to give him a solution or at least a timeline.

  I can see that this thread and a previous thread at https://support.zendesk.com/hc/en-us/articles/223536187?page=1#comments has been going sometime and Nicole has answered every point, but little has come back from Zendesk Prod Management or Development for this feature.

  I have now seen and now tested an App called "Attachment Manager" this seems to do the job ok.

  https://www.zendesk.com/apps/support/attachment-manager/?source=app_direct

  I think this App is developed by Zendesk.

  Nicole, can you tell me if the "Attachment Manager" App is the recommended route we should use for Attachment Removal?
  Is anyone else using it?

  thank you, Mark

• Sarah Killian

  • 12. Februar 2020 11:26

  Hi Barry, 

  We would be interested in trialling this at RMP, would you be able to contact me with more information about it?

  Thanks,

  Sarah 

• Chun Lee

  • 12. Februar 2020 12:00

  Sign me up please Barry

• BP3

  • 12. Februar 2020 15:55

  Hi Barry, We would be very interested in trailing this as well. 

• Kris Geraths

  • 12. Februar 2020 16:34

  Hi Barry:

  We are very interested in trailing this.  I have been looking at other solutions due to this issue.  Thank you for addressing.

   

• Meghan Hussack

  • 12. Februar 2020 21:19

  Hi Barry,

  I'd be interested in being a part of this trial too!

  Thank you.

   

• Alexis Smith

  • 13. Februar 2020 00:04

  Please add me in for this trial thanks.

• Fallon Albrecht

  • 19. Februar 2020 11:38

  I see comments to sign up for something that Barry posted, but I'm unable to see the post that Barry posted. 

   

  Can I get some more info?

   

• Naomi Watnick

  • 9. Januar 2021 01:12

  +1

• Sertug Kaya

  • 19. Januar 2021 09:32

  Hi Zendesk team;

  Is this issue still to be addressed? Data privacy is an increasing concern for us as everybody else above, so we need to be able to delete attachments from closed or non-closed tickets. Deleting a closed ticket is not a workaround for us as we need ticket history.

  If Zendesk is not going to address this long standing requirement we will have to look for alternatives. Looking forward to your updates.

• Chris

  • 10. Februar 2021 15:59

  Bump from me also. Exactly the same issue and query as everyone else.

  Need to be able to delete attachments from any ticket (closed or otherwise), without deleting the actual ticket. Either via the API or in the console, doesn't matter which.

  Desperately important.

  Can we get an update please Zendesk?

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