How can I remove attachments from tickets?

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56 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.

    0
  • Daryll Holland

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

    3
  • 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

    0
  • Ed McGough

    Nicole Saunders and @... 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
  • Brett Bowser
    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!

    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 -

    2
  • 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.  

    1
  • 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 Saunders
    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. 

    0
  • Shad Henderson

    Hi 

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

     

     

    0
  • Nicole Saunders
    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, 

    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 Saunders
    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?

    0
  • 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 

    0
  • Nicole Saunders
    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.

    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.

     

    1
  • Nicole Saunders
    Zendesk Community Team

    Understood. Thanks for the context, Shad.

    0
  • Moniek van der Geer

    Hello!

    I wanted to check in on this, since the last update was 1 year ago already... Will this be updated any time soon? All links to product requests lead me to a page I'm not authorized to view, so I hope you can give some advice on this. 

    To speak with Maring Eberlein's words: We too are a company that really needs the ability to remove confidential attachments without fully deleting a ticket.

    Thanks in advance

    1
  • Dave Dyson
    Zendesk Community Team

    Hi Moniek –

    Just to clarify, you're wanting the ability to delete attachments from Closed tickets? (Because the Ticket Redaction app does allow you to delete attachments from tickets that are not yet Closed.)

    Product feedback posts that don't get a lot of traction from other users are often archived, so if this is what you want, I'd strongly recommend you create a new post in our Feedback on Support topic, using the template example to format your feedback so we can understand as much about your use case as possible. For example, it would be useful to understand the conditions under which you need to delete an attachment once the ticket has been Closed. Then other users can upvote and add their own use cases as comments there.

    By default, Zendesk includes an Automation that closes Solved tickets 4 days after they've been solved. However, that timeframe can be customized to be as long as 28 days after the ticket has been solved, at which point built-in system rules take over and close the Solved ticket. So if your use case is that you're finding the need to delete tickets up to a few weeks after a ticket has been solved, adjusting or disabling that automation might be helpful. For more information, see About the Support default automations and Can I stop a ticket from closing after 28 days?

    Thanks!

    -2
  • Trae McConniel

    Dave,

    This is still an issue for us in Health Care and creating a new post, instead of using the one that has 49 comments over years of requesting a feature, just allows for the new post to be hidden further to let Zendesk kick the can down the road as they have done and as you will likely do as well.

    Ticket redaction app does not help if the ticket is closed so its a moot point to bring up. We cant delete whole ticket as we need a record of the interaction, but if a requester, CC, or third party adds an attachment that should not be attached (HIPAA, PII, or PHI), we need to separate the attachment from the ticket and purge it from the system. 

    If that cant be done, I believe there would need to be a white paper on how the data that Zendesk has on closed tickets is stored and secured. Is it encrypted at rest, is it isolated by customer or in a blob, and who has access to the files?

    2
  • Tom S

    Yes, this missing feature is still a major problem!

    1
  • Moniek van der Geer

    Dave Dyson, yes, I want to be able to remove attachments from tickets, but not within 28 days. Preferably we would delete them after 5-6 months.

    Totally agree with Trae McConniel on this one! Why make a new post if this is already filled with customers requesting this feature..

    And if the feature will not be made, we will need an extensive description on how that content is managed, to be able to comply with all Data Protection Laws. 

    Hope to hear soon!

    1
  • Dave Dyson
    Zendesk Community Team

    HI Moniek van der Geer, Tom S and Trae McConniel –

    Thanks again for all your feedback. Some good news, it turns out we did recently release the capability to redact many types of content, including attachments (aside from SunCo attachments) and other content in archived or closed tickets for email, API, and webform channels, with some caveats. However, this functionality is only available when you have Agent Workspace enabled: see Redacting ticket content in the Zendesk Agent Workspace. I'm sorry I missed this in my previous response.

    As it doesn't appear any of the three of you have Agent Workspace enabled currently, here are some resources for learning about it, including how to enable it, and important considerations to be aware of before you do, see About the Zendesk Agent Workspace, Resources for migrating to the Zendesk Agent Workspace, and Limitations in the Zendesk Agent Workspace.

    1
  • Moniek van der Geer

    Thank you Dave! Will look into this to see if this is a solution for us :) 

    1
  • Anil Ganti

    Hello,

    Is there a way to redact attachments of a Zendesk ticket by leveraging liquid scripting in a trigger? We have large number of attachments which should be redacted before the ticket status moves to "Closed" state.

     

    We are aware that manual redaction of the content/attachments from tickets is possible using Zendesk redaction app. However, because of the volume of the attachments that are to be redacted, we are looking for an automated redaction process which can be either by using triggers, macros, other scripting techniques. Any information or a direction to solve this issue is much appreciated. 

     

    Thanks!

     

     

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  • Lester Madden

    Anil Ganti

     

    We had a similar issue.  What we did is write some jscript and run it as a cron job every night.  The script looks for relevant tickets and if they meet our critera, then we redact the attachments.

    It’s been a while, something like

     

    • Search for tickets
    • Look for the attachment ID and redatact it.

    PUT /api/v2/tickets/{ticket_id}/comments/{comment_id}/attachments/{attachment_id}/redact

    We didn’t do anything fancy and took the brut force approach of redacting any image we found for qualifying tickets. 

     

    Dunno if that helps.

    1

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