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Automatic Redaction of Customer Ticket Attachments
Posted Nov 28, 2022
Feature Request Summary:
Zendesk should have a feature which would allow the automatic redaction/removal of customer attachments after 30 days of the ticket being closed.
Description/Use Cases:
Multiple customers raise the topic of GDPR and would like to be assured that our organisation will not hang onto their data for any longer than necessary e.g. to help resolve the ticket(s) in question. This feature would give them that assurance, without requiring much input from us.
Business impact of limitation or missing feature:
In order to adhere to GDPR as best we can, our business would like to have this feature implemented. It would show our customers that we respect their privacy and would take out a lot of the tedious busywork that comes with redacting attachments manually.
Other necessary information or resources:
It would be an automated version of this existing feature: Installing and using the Ticket Redaction app – Zendesk help
5
5 comments
Sorin Alupoaie
SP Bhattacharya there is an app I've built called Auto Remove Attachments on the marketplace that does exactly this: automatically redacts attachments from tickets older than a period of time. More details about it here.
1
Graham Ferguson
This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc
0
Robert Babos
it'd be good if Zendesk would support bulk attachment redaction natively.
1
Mary O'Neill
Hi all,
Thank you for taking the time to provide us with your feedback here. This feature request has been accepted and is on our roadmap for 2025.
Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center.
We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback!
0
Erin Willis
Huge +1 !!
0