34 Comments

  • Jessie Schutz
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    Hi Chris!

    I'm afraid it's not possible to remove an inline image...I was hoping that the Ticket Redaction App might be the solution, but you can only redact strings of text and attachments, and inline images don't qualify as either.

    Can you share why you'd need to remove these images?

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  • Chris Nicholson-Doyle
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    Hi Jessie
    Thanks for your response.
    If a customer accidentally sends a picture of a credit card this can't be retained in Zendesk for compliance reasons.
    We were hoping to not have to delete tickets.

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  • Pierugo
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    Hi Jessie,

    we also need this functionality added to comply with the GDPR regulations that will be implemented next year.

    Thanks.

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  • Nicole - Community Manager
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    Hi Pierugo - 

    That is a great point. We have been assured by our legal team that our products will be GDPR compliant by the time that rolls out next year - I'll check with them to make sure that images are on their radar and will let you know what they say. 

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  • Chris Nicholson-Doyle
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    Hi Nicole \ Jessie

    Has there been any movement on this?

    The internal compliance team are becoming a little concerned with all of the credit card images in Zendesk at the moment.

     

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  • Nicole - Community Manager
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    Hey Chris - 

    There are conversations happening internally on how to handle this, but no resolution on how we're going to solve the problem as of yet. They're doing some work on the redaction app, and I raised it with the appropriate folks on that team. 

    We'll keep you posted!

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  • Chris Nicholson-Doyle
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    This is fantastic news! We have identified a Plan B where we switch to Markup only and convert everything to Markup instead of HTML, however we don't want to proceed with this if the core product is going to be addressed.

    Do you have a timeline for this?

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  • Nicole - Community Manager
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    No timeline can be set yet; they're still scoping the problem and considering solutions. But I'll keep on them for updates. 

    As always, priorities can change, so we can't guarantee anything. But the folks who can do something about it are aware of the concern and are considering what can be done. 

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  • Matt Owens
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    Thanks Nicole, 

    We recently had to disable this as we get sensitive material frequently and it's tough to delete record of contacts. If you get word on when this is available we can re-enable it. Not sure if the redaction can look for img src text in the HTML, that might be a quick fix. Redacting that so it doesn't render would be useful. 

    Best, 

    Matt Owens

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  • Matt Owens
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    Wanted to check back in on this thread, any update on a possible solution?

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  • Sean Lyons
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    Another bump for this, it is becoming an increasingly significant risk in terms of our privacy compliance. Any idea of a timeline yet?

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  • Nicole - Community Manager
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    Hi Sean & Matt et al - 

    I'm checking around to see what the status is. In the meantime, I encourage all users for whom this is a relevant concern to use the voting buttons on the original post and to share your detailed use cases - what images you need to remove and why - as the Product Managers indicated that they're interested to understand how many people this impacts and in what ways. 

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi all - 

    We were successful in escalating this issue internally. They don't have the solution yet, but people are currently actively working on putting one together. What I can say is that they will make sure that inline images can be dealt with sufficiently for GDPR compliance by the time the regulations take effect. 

    We'll continue to update this thread as things progress. Stay tuned. 

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  • Kyle DuPont
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    Hello, 

    We are looking forward to an update on this as well.

    Thank you

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  • Nicole - Community Manager
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    Hi Kyle, 

    The current solution being offered by product for GDPR compliance is to delete the entire ticket. 

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  • Max McDaniel
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    Hi Nicole, 

    Just came across this thread and wanted to provide some input that we don't feel like ticket deletion is a very good solution and are hoping for some better functionality to be introduced to handle removing content from tickets. Totally understand that this probably won't happen before 5/25, but hope that this conversation doesn't stop at "delete ticket". 

    Thanks all!

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  • Whitcher, Robin
    Comment actions Permalink

    From our perspective, if a client sends us an email with a screenshot of someone's social security number being formatted wrong in our software, that screenshot shows up as an imagine in-line with the body of the ticket. Not as an attachment. Which is great because I don't like downloading an attachment just to see the client's screenshot. But there is no way for me to delete that in-line picture. The Ticket Redaction App isn't sufficient for this.

    I don't want to delete the ticket after resolving the issue.  That loses our history and audit of that support request.  If we needed to refer back to that issue, it wouldn't be there and that could cause a lot of unnecessary internal stress to find out what the rep said, what the client said, what the client provided, etc.  Deleting audit trail is not an option.

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  • Nicole - Community Manager
    Comment actions Permalink

    [Thread moved to Product Feedback by Community Team]

    Thanks, Max and Robin. 

    I encourage folks to continue sharing use-cases and up-voting on the original post. The current solution for dealing with inline images being offered is simply to delete the entire ticket. While this serves the purpose for GDPR compliance, there are clearly other times where it is desirable to be able to remove an in-line image without deleting the entire ticket. 

    Please tell us more about when and why this comes up for you, how frequently, and why deletion isn't a helpful workaround. Thanks for your participation and feedback!

     

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  • Whitcher, Robin
    Comment actions Permalink

    We handle a compliance product.  Often we receive files from our clients that are on their way to the state level.  The accuracy and timing of these files is important not only to our clients but to us as a service provider that helps our clients build those files.  If the files aren't submitted accurately, a state can choose to reject it and charge our clients fines and penalties for a late submission.  If the client comes back to us saying that our rep failed to handle the issue in the file correctly and that we are the cause of their file being rejected, they could attempt to charge us and say we are responsible for the penalties associated with being late.  These aren't small $50 penalties.  Some of these companies are submitting hundreds of thousands of items to the state, so penalties could be in the $1000 range.  We need that audit trail to see exactly what our rep did or didn't do.

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  • Nicole - Community Manager
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    Thanks, Robin. That's a really compelling use case. 

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  • Tammy Preston
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    We have been successful in redacting an inline image in a support ticket.  We had a customer email us an inline image of their credit card information.  If you have the redaction app, you can right click on the image, copy the image address and put that in the text redaction portion of the app and click on "redact this".  It will remove the inline image.  We've been successful doing this with a couple of different images.

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  • Pierugo
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    I have tried the workaround suggested by Tammy but it won't work for us unfortunately. Image is not removed :-(

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  • Whitcher, Robin
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    I've confirmed that Tammy's method does work for us.  You have to refresh the ticket to see the change, but the image does go away.

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  • Pierugo
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    I have just tried again and not only am I not able to remove images, text is not removed either. I refresh the ticket but image or text is still there. If I reload the app I get this error:

     

    I have checked the app settings and I have tried with and without restrictions, no change. Also tried to re-install it, still not working for me.

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  • Alex More
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    Thanks Tammy!

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  • Charlotte Magnall
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    This technique did not work for us - we have previously been able to remove an inline image by using the 'original email' and selecting the text that the image was associated with - however if you look at the original email, there is no text relating to the image and it is being categorized as an attachment.

    Removing the ticket does NOT comply with GDPR - as we need evidence that the ticket was created in the first place to show that we had a request.

    Nicole can you please escalate this to find a better solution? or to confirm why the solution suggested by Tammy seems to work for some but not all?

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  • Bha gvan (bhagvan)
    Comment actions Permalink

    Hi ... Tammy's method does work, i had issue with copy pasting the right click get image location/url ..  

    workaround is use that url in an url decoder and get the decoded string which works as intended in the redaction text  app/extension  

    https://meyerweb.com/eric/tools/dencoder/

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  • Charlotte Magnall
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    Thankyou! The decoder fixed our issue with this.

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  • Richard Stilwell
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    Hi just to warn you that redacting using Tammy's method only partly works.

    Whilst it does remove it from the ticket the image stays on zendesks server and the link you redacted continues to work if you browse directly to it.

    As other people have said zendesks suggestion that you delete the whole ticket is ridiculous and doesnt meet requirements.

    For the time being we will be leaving  Admin>Channels>Email >'rich content in email' option unchecked as this then strips the images out and attaches them instead which can be fully redacted using the redaction app.

     

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  • Sarah Thompson
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    Adding my upvote to this issue. Part of the value of Zendesk is retaining customer contact history; deleting tickets reduces the value. The inability to redact inline images and have them disappear from the server is a PCI compliance problem, and could be a Privacy Shield/GDPR compliance issue as well.

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