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Removing Attachments That Are Part of an End User's Email Signature
Posted Aug 05, 2024
When some end users reply to tickets via email they have images in their email signatures. Is there any way to strip those out before posting them in the ticket? Redacting them manually wouldn’t be feasible, but I was curious if anybody else had run into this or knew of a way to remove them programatically.
For some background, this would only apply to a specific subset of tickets, and we would still want customers to be able to add these attachments via email. The issue is that we have a webhook that should only get hit when a .csv is attached. Since there’s no way to restrict the file types customers can submit as attachments though this causes some issues. So just wondering if anybody had any ideas. Thanks!!
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4 comments
Scott Tynan
Interesting request, but how would you expect the system to know if it is an image from the signature versus an inline image that the person purposefully pasted in to the email, like a screenshot or something else relevant to the ticket?
Personally, I would hate for any content of messages to be removed as it opens us up to errors.
I'm currently fighting a battle on how to ensure inline images are ALWAYS shown in the comments so that my agents can see what the person is referring to. It seems odd that Outlook can display these things fine, but Zendesk can't.
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Shawna James
Thank you for taking the time to provide us with your feedback and I apologize for the delay in us responding to this feedback. . This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Scott Tynan
Why does this ticket exist?
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Shawna James
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