Feature Request: Ability to remove inline (embedded) attachments using the Native Redaction feature


  • Rudolph Beaton

    I didn't realize the new redaction tool couldn't redact inline attachments. This is a large hole in the effectiveness of the tool and should be fixed ASAP, please!

  • Jordan Lester
    Zendesk Product Manager

    Thanks for taking the time to leave this feedback! Native ticket redaction in Agent Workspace does indeed support the redaction of inline images/attachments, but of course if you're seeing other behavior we encourage you to contact us so the team can investigate. @... I see you have a ticket that was being worked on, if you'd like to reply to that ticket directly it will reopen and we can continue to review the specific issue you were encountering. 

  • Kyle Pinkley

    Thanks for the reply Jordan. I did reopen the ticket in question (#6835426) incase your team did want to look into this further. I did see the same behavior the agent was seeing yesterday and ultimately, we ended up enabling the redaction app so he can redact the image. 

    I did attempt to reproduce this just now with a test ticket and in-line attachments/images (webp, png, jpg) but could redact it with the native redaction feature.


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