How can I remove attachments from tickets?

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47 Comments

  • Daryll Holland

    Thanks Nicole, this issue is becoming more critical for us too. Could we please request an update? If possible an honest yes or no to whether this will be addressed properly in the next 6 months is all I need.

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  • Daryll Holland

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

    2
  • Chun Lee

    If you add your sig to https://support.zendesk.com/hc/en-us/community/posts/360029246574-Remove-attachments-from-closed-tickets we might get some traction

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  • Ed McGough

    Nicole S. - Community Manager 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.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Ed,

    No updates to provide at this time. I'll be sure to pass your feedback along to the appropriate team so they're aware.

    Cheers!

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  • 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 -

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Maring Eberlein,

    At this time we have no new updates to provide on this matter. I'll go ahead and pass this on to our product team on your behalf.

    Best regards.  

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  • 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.

     

     

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Fallon - 

    Unfortunately, there's no functionality that allows for any changes to be made to closed tickets, so there's not a way to apply a tag or a comment or anything to mark this. 

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  • Shad Henderson

    Hi 

    How long does it take for linked attachments to permanently be deleted after deleting an archived ticket? 

     

     

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  • Nicole S. - Community Manager
    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.

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  • 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.

     

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  • Nicole S. - Community Manager
    Zendesk Community Team

    My understanding is that it's immediate. I'm not sure where else the attachments would live, so once the ticket is permanently deleted its attachments should be as well.

    If your ticket has been deleted, where are you viewing the attachments from?

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  • Shad Henderson

    Hi Nicole

    I turns out that the agents I was dealing with weren't being honest with me, which i think is sad.

    I managed however to get hold of an honest one, who did delete my ticket (assuming no trickery) and the effect was immediate. The linked attachments no longer load on the internet. 

    Thanks for your help 

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Shad,

    I am glad to hear that you got things sorted. I'll review your tickets and make sure that the agents involved are clear on this process and understand its operation.

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  • 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.

     

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Understood. Thanks for the context, Shad.

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