Remove attachments from closed tickets

10 Comments

  • Kris Geraths
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    I agree!  As a new zendesk user learning that we cannot delete an attachment is very concerning to me.  We deal with a lot of PII from many types of users and must adhere to strict regulations to keep this information safe.  This should be a priority for zendesk.

    2
  • Sarah Killian
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    Definitely! This other thread has 30 comments so far all with the same concern about attachments -: https://support.zendesk.com/hc/en-us/articles/223536187-Removing-ticket-attachments

    2
  • Nicole - Community Manager
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    Hi Sarah and Kris - 

    Thank you for sharing your feedback! We always appreciate hearing from our users. 

    This is not currently being worked on, but due to the feedback we have heard, it may be considered in the future. 

    We will keep this thread open so that others can up-vote and share their comments. 

    -1
  • Sarah Killian
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    Hi Nicole,

    Thanks for getting back to me so soon, if you look at the other thread you will see this is a real concern for companies.

    On what basis is this not a priority for Zendesk? Surely you have your customers concerns at the centre of what you do?

    Thanks in advance for your reply.

    Kind Regards,

    Sarah

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Sarah - 

    You're welcome, and I apologize that this response was not as timely. Zendesk does deeply care about our customers' concerns, which is why we have this feedback forum. 

    The product team is aware of the feedback being shared here, and they're exploring the issues raised. 

    I encourage you to reach out to your account rep to discuss further. Since this issue touches on GDPR (and therefore legal) issues, we're limited with regard to what we can share about it in this public space. 

     

    0
  • Andrew Jacobson
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    This is very important! We need to keep customer data confidential and if an agent makes an error and adds sensitive information, we need to be able to remove it. 

    1
  • Chun Lee
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    Need to be able to easily clear attachments from previously closed tickets to comply with GDPR without deleting the ticket.

    2
  • Daryll Holland
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    This isn't even an option for companies that do business in Europe. The redaction app and deleting closed tickets are not the answer. Please look at Manager gone ServiceDesk Plus if you need inspiration!

    0
  • JEANA HUYNH
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    It would be great too if we're able to set a timeframe in which all closed tickets have their attachments deleted after x days or month automatically.  Thank you.

     

    0
  • Mark Hinson
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    hi everyone,

    Attachment removal has become v important to us, post GDPR our audits have become more and more stringent.  This has led our Compliance Officer to ask for Attachment Removal,  now he's an easy-going fella, but I like to give him a solution or at least a timeline.

    I can see that this thread and a previous thread at https://support.zendesk.com/hc/en-us/articles/223536187?page=1#comments has been going sometime and Nicole has answered every point, but little has come back from Zendesk Prod Management or Development for this feature.

    I have now seen and now tested an App called "Attachment Manager" this seems to do the job ok.

    https://www.zendesk.com/apps/support/attachment-manager/?source=app_direct

    I think this App is developed by Zendesk.

    Nicole, can you tell me if the "Attachment Manager" App is the recommended route we should use for Attachment Removal?
    Is anyone else using it?

    thank you, Mark

    0

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