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Remove an attachment from a ticket with a closed status.
Posted Sep 13, 2021
We are getting personal information attachments from our customers. I would like to remove the attachment from the ticket with a closed status.It would be nice to be able to delete them all at once.
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20 comments
Max McCal
@...
We offer the ability to redact attachments from any ticket today, even closed ones. Your account needs to be using the Agent Workspace to take advantage of this feature, but it is available now! There is no way to do bulk redactions, however.
https://support.zendesk.com/hc/en-us/articles/360058498234-Redacting-ticket-content-in-the-Zendesk-Agent-Workspace
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Prabu P
Will the content be permanently deleted from the ticket when using the "Redact" option? We are currently facing space issues with our Zendesk subscription, and our intention is to delete only attachments from tickets for a certain period of time. Could you clarify whether using the "Redact" option will also free up storage space?
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Max McCal
Hi, Prabu —
Redaction deletes the file and replaces it with a blank file. Redacting attachments will definitely reduce your total storage burden.
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Prabu P
Hi Max,
Under the "View > All tickets" section, we can observe 24.4k tickets. However, when exporting the ticket report (Account>Tools>Report), it appears that there are 87k tickets in total. It's important to note that closed tickets do not appear in the "All tickets" tab. To address our storage concerns, we are planning to clear out old tickets from the years 2017 and 2018. This should help free up some space in our subscription. Please help us in how to do that?
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Prabu P
Hi Max,
Few more questions,
1. Do closed tickets occupy storage space in our subscription?
2. How can we bulk delete old tickets with a closed status?
3. Do we have the option to bulk delete tickets from our admin or owner account, or do we need to contact the Support team to do that?
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Max McCal
Hi, Prabu —
The "All tickets" view is customizable, so I can't say for sure whether it does or does not contain Closed tickets. No view will ever show Archived tickets, however, so you will have more tickets in your account than you can see in any one view. You can probably get a more precise count by using our APIs, for example the /tickets/count endpoint.
We are very close to releasing new functionality that will help you delete old tickets on a schedule, automatically. I will update this thread when it is announced.
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Max McCal
Prabu —
You can also sign up for an early access program for the automatic deletion feature I mentioned.
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Luana P.
Hi.
We are having the same problem in File Storage and we only want to remove attachments from old tickets.
Is there a way to list only tickets that have an attachment?
How could we do this removal?
To regularize the use of File Storage, is there another option besides removing just the attachments?
Attention: Removing ticket is not an option and we are fine with Data Storage.
Only File Storage that has exceeded capacity.
Thans
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Søren Reinewald
Looking for the same.
1. An option to systematically deleted tickets older than x (signed up for early access)
2. Remove Attachments and screenshots from Closed/Archived tickets (preferably through API)
Our challenge is that we often receive personal information or confidential data in screenshots and attachments.
We use old tickets to find solutions to known problems often, so we do not want to delete tickets before they are 2-3 years old.
However, after some months, we would like to systematically (through an API preferably) delete screenshots and attachments, as they are no longer relevant. We can't rely on our agents to rememer this.
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Sorin Alupoaie
Søren Reinewald you can use the Auto-Remove Attachments app to automatically and consistently delete attachments in closed tickets older than a given number of days or months. It's easy to set up and configure, no dev knowledge required.
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Destiny
Here's how you could approach this situation on your account:
Keep in mind that any changes to data in your system should be done cautiously, ensuring all privacy regulations are met and important data is properly backed up or archived before deletion.
I hope this helps.
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Destiny
As it currently stands, I am afraid we do not support a functionality through our official API to directly remove attachments from closed or archived tickets.
While you can programmatically access information about attachments along with the comments they're associated with using Zendesk's Ticket Comments API, there is unfortunately no method to delete those attachments while keeping the rest of the comment or ticket intact.
You may perhaps consider the app that Sorin suggested and continue upvoting this thread to help draw attention from the product development team.
Thank you and we hope for your understanding on this matter.
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Sorin Alupoaie
You can use the Redact Ticket Comment endpoint to remove/redact attachments from closed or archived tickets using the API. This will also reduce your file storage usage.
Alternatively, for a simpler solution, you can use the the Auto-Remove Attachments app to automatically and consistently delete attachments in closed tickets.
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Søren Reinewald
Thank you very much Sorin. I guess that is how the app is built. Thank you for providing the transparency.
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Sorin Alupoaie
That is correct, Søren. We used this endpoint to build the app.
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Chika Chima
Hello!
This request has been logged and we will soon be in more discovery around this. Thanks!
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Cho Tot Company Limited
Sorin Alupoaie With your suggested endpoint, I can delete the attachments from closed tickets, however unable to delete attachments from specific merging comment. Could you help me with this issue ?
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Sorin Alupoaie
Cho Tot Company Limited you should be able to remove attachments from the merging comments too. I've just tested the Auto-Remove App for this and it worked. The app is using the same endpoint
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Cho Tot Company Limited
Sorin Alupoaie It returns "400 bad request" from my end. Below is the API request I run but return error. Note: Some information is redacted for privacy.
Do you have any insight on this ?
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Growthdot
Hi community! The GDPR Compliance app allows you to remove attachments without any workarounds and in bulk. You can even create automated tasks for deletion. The app has many more features besides attachment deletion, so you get more for the lower price. You can also delete tickets in bulk, anonymize, or retrieve personal information.
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