Question
I only want to delete attachments and not the ticket. How do I delete attachments without deleting the ticket?
Answer
In accounts with Agent workspace enabled, you can use the ticket redaction feature to remove content from tickets.
In accounts with the Advanced Data Privacy and Protection (ADPP) add-on , you can also create triggers to automatically redact information from tickets if a user accidentally adds personally identifiable information (PII) to a ticket comment along with their attachment.
If your goal is to delete tickets that contain attachments, you can use the Attachment condition when creating ticket deletion schedules. This allows you to:
- Delete only tickets with attachments
- Keep tickets without attachments
- Combine this with other conditions like brand, organization, tags, or custom fields to create tailored retention policies
For more information about ticket attachments, see the article: Enabling attachments in tickets.