How can I remove attachments from tickets?

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47 Comments

  • Tom S

    To be honest this is starting to become an urgent matter, soon we have no choice but to look at another helpdesk solution.Governments are already doing unannounced inspections on company GDPR compliance in europe now, and if they come we must act or face penalties. Today we cannot continue to be running zendesk if that happends.

    Not only do we NEED to be able to remove attachments, but we also NEED the option to remove GDPR sensitive text from the ticket itself. This must be default functionality when you offer zendesk to us users in europe, there is no excuse.

     

    7
  • Daryll Holland

    Hi there, I'm the Privacy Officer at my company. We're multinational, and it's not just a GDPR requirement. Retention is a principle in most developed countries that have data protection law (e.g. Australia, New Zealand, Singapore etc).

    The need to redact personal information is a must, but deleting the ticket to do it is not an acceptable solution - especially when you consider that there are much cheaper alternatives that have this feature built in. It completely defeats the object of having a service desk application altogether if you're deleting tickets to comply with the law - as you can't do trend analysis etc etc.

    Can I impress upon you and your Product Team, that this must be addressed with some level of urgency or you are putting your clients at risk of breaking the law. I will be raising this internally to make sure the risk is clearly understood. I'd be more than happy to speak to your privacy team (I will be emailing them shortly).

    Cheers
    Daryll

     

    6
  • Alex Voloshyn

    Is there an ETA when we can delete attachments from Closed tickets without a need to delete the tickets?

    5
  • Daryll Holland

    Update, I had a stock reply from your legal team who 1) didn't actually read my email 2) directed me to the Zendesk GDPR FAQ. That was quite frustrating as you can imagine!

    4
  • Tom S

    Hi,

    It should be urgent to get attachment removal in place as part of default features.

    If anyone sends us, say a customer registry file with 3000 lines of personal data in it, we have no way to delete these data in order to fully comply with GDPR regulations. 

    We have our own protocols on how our customers should send us such data, but people are people and sometimes they send it through normal support channels, ending up in zendesk.

    If we delete the entire thread, will the attachments infact be deleted ? It would surprice me... regardless, most of the time this ticket also contains history we dont want to delete just because of one misplaced attachment that causes us a problem.

    3
  • Andrea Vacondio

    Any update? We really need to be able to delete attachments as others explained, GDPR is in force since May 2018 and this is required to be able to comply.

    3
  • Robert Krom

    Hi! The Ticket Redaction App is apparently been built on the Zendesk Apps framework v1 and seems to be going to be removed within 8 months.

    What's the current situation regarding removing (confidential/sensitive) attachments from open tickets? Are you working on an other solution or will the Ticket Redaction App be replaced by a new app (built on the v2 framework)?

    Thanks in advance for any updates regarding this issue!

    2
  • Daryll Holland

    Another 4 months has passed without reply. I'm going to plan on the principle that this will not be addressed.

    2
  • Trae McConniel

    In regards to HIPPA, we have a legal team that is looking into this system. They have stated that since it has the potential to store EPHI or PPI data, it is a risk. Even if you opt for the package that does encrypt the data at rest, for security minded people, deletion is better than encrypting. I think an optional feature to delete all attachments after ticket is past a date range after ticket is closed would help (30 days maybe). It would limit the risk and reduce waste in server space. For us, it doesn't make much sense to keep the attachments anyway let alone the risk they present. 

    2
  • Lester

    Adding my 2 cents. 

    We don't want to delete tickets because we use ticket sharing.  Deleting the ticket means an employee can delete all their ticket data and seriously cause their (former) employer a lot of agraviation. So we prefer to redact.

     

    GDPR has been law for a bit, this should be a priority as one way or another, it affects everyone

    1
  • Ed McGough

    Nicole S. and Kate Hastings any update on timing to enable redaction of attachments to tickets that are closed?

    As many have commented about, from an auditing/compliance perspective it's necessary to both have the ability to redact attachments AND retain data in regards to the ticket and/or ticket information.

    1
  • Arihant

    We are Enterprise customers and we don't want to remove any ticket related history even if they are closed. So ticket redaction is not an option for us. We just want to remove attachments from the tickets. Do we have a solution to that. This has been pending for long now?

    1
  • Anton Maslov

    Redaction App is broken for non-admin users:

    https://github.com/zendesklabs/ticket_redaction_app/issues/72

     

    1
  • Ozzy Garcia

    I am going to throw my two cents in here. We need this to be standard for any version of Zendesk since it is a matter of security and DGPR compliance. Otherwise, this software is putting companies in jeopardy.

    1
  • Sarah Killian

    Hi Nicole,

    I would like to be able to delete attachments from tickets (regardless of status)  - I have admin access and have tried both apps but neither have worked. Do you think this is something that will be solved in the near future? It would be good to know, otherwise we will have to review our internal policies to ensure we GDPR compliant.

     

    1
  • Daan V

    I've started following this ticket as well. It is imperative that this functionality is present and working for all agents, and it should be part of the basic functionality.

    With GDPR in full effect this should've been a no-brainer in terms of priority.

    1
  • Arihant

    Hi Nicole by the time your product team is working on it. Any alternatives to achieve this?

    0
  • Gaëtan Tobie-Echeverria

    hello

    where are hosted the attachments ? On zendesk side I guess so why Zendesk does not propose a solution to remove attachments from tickets ?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Malin - 

    No updates on attachment removal. 

    Anton, the team is looking into the redaction app issue. 

    0
  • Nicole S.
    Zendesk Community Team

    Hey Malin - 

    We don't yet, but I am expecting an update toward the end of the month. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Zain!

    This usually happens because the agents in question don't have permission to delete tickets. That permission must be enabled for them to be able to remove attachments.

    0
  • Roman Serazhiev

    The link to Attachment remover is broken. I get 404 page.

    0
  • Nicole S.
    Zendesk Community Team

    Understood. Thanks for the context, Shad.

    0
  • Maring Eberlein

    Hello - wanted to check in on this as it looks like it's been a few months. Will this be updated at all? We're another company that really needs the ability to remove confidential attachments without fully deleting a ticket.

    To add, my experience with this tool also sees issues in redacting hyper-linked attachments. The tool blocks out the text, but there is no way to block/remove the underlying link.

    Thanks -

    0
  • Zain Shah

    Hi, 

    I've noticed that the remover app working is inconsistently when a non-admin user attempts to remove an attachment.

    Is this the same issue other users have been faced with? If so have there been any updates on a fix for this at all?

    Zain

    0
  • Fallon Albrecht

    While there is still no solution to remove attachments from closed tickets, is there a way to mark closed tickets so that we know that they have sensitive information in the attachments, like ID of persons as this is something that we need to know to comply with the GDPR.

     

     

    0
  • Nicole S.
    Zendesk Community Team

    Hi Shad - 

    According to the article Complying with Privacy and Data Protection Law in Zendesk Support, permanently deleting tickets also deletes attachments, call recordings, and images in the ticket.

    0
  • Shad Henderson

    Hi Nicole, 

    Thanks for taking interest.

    If you are to investigate further, I feel obliged to share a bit more information, so here comes. The ticket in question was from another account where I submitted PII for identification purposes. I requested that the data be deleted immediately after verification. However, my request was not complied with. Almost a year later, while going through my emails, I noticed that the links to the attachments were still accessible. I thus contacted them again through this account and finally had the ticket deleted, but not without a fight and some heavy lifting on my end. I can now only hope that my data did not somehow fall into the wrong hands during that time (data breach, mistakes, rogue personnel etc).

    They handle a lot of PII which surprises me that they are not GDPR compliant or even seem to be aware of it’s existens. They probably still hold a lot of PII in old tickets from other users, I would be surprised if I was the only one to have this happen to.

     

    0
  • Shad Henderson

    Hi Nicole, 

    Is this effect immediate or how long might one need wait before the ticket is actually permanently deleted. The ticket in this case was archived. 

    I'm asking cause I have a ticket that is supposedly deleted but I, the end user, can still view the linked attachments.

     

    0
  • Nicole S.
    Zendesk Community Team

    Sorry about that, Daryll. There have been some shifts recently in who handles GDPR-related feedback, and apparently that email address is no longer the right place to send people. 

    I'll make sure your comments get surfaced with the appropriate members of the product team. 

    If anyone has additional feedback, please share it in the Support Product Feedback topic, which receives greater visibility and which the product managers are subscribed to. 

    0

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