Remove an attachment from a ticket with a closed status.

19 Comentarios

  • Max McCal
    Zendesk Product Manager

    @...

    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?

    1
  • Max McCal
    Zendesk Product Manager

    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
    Zendesk Product Manager

    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.

    1. Yes, Closed (and Archived) tickets occupy space
    2. You can bulk delete a few ways: select multiple tickets from a view or search result (up to 100 at a time), or use an API call to delete many tickets
    3. Any admin can delete tickets using either of the options I just listed. An Agent can also do it if they have sufficient permissions 
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  • Max McCal
    Zendesk Product Manager

    Prabu — 

    You can also sign up for an early access program for the automatic deletion feature I mentioned.

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  • Administradores

    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

    1
  • 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

    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
    Zendesk Customer Care
    Hello Luana, 

    Here's how you could approach this situation on your account:
     
    1. Listing tickets that have attachments: Unfortunately, Zendesk does not directly support filtering tickets by the presence of attachments. However, by using the Tickets Comments API you can programmatically iterate through all tickets' comments to check if they have attachments affiliated with them. This operation may require a substantial number of API calls and could be bound by rate limitations or impact performance, so be careful when setting this up.
    2. Removing attachments: Deleting tickets will remove the associated comments and attachments in the process. However, since you want to keep the ticket and delete the attachment, I'm afraid it's not directly supported by our API. A potential workaround could be downloading the necessary information, deleting the ticket, and then creating a new one with the retained information but without the attachments.
    3. Regularizing the use of file storage: Here are a few additional solutions to manage your file storage:
    • Automatically delete old tickets: You could set up an automated process that deletes tickets that are older than a certain date.
    • Outsource file storage: Instead of storing files directly, you can use third-party apps to send files via a link. The actual files can be stored in a cloud storage solution like Google Drive, Dropbox, or Box.
     
    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
    Zendesk Customer Care
    Hello Søren Reinewald,

    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

    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.

    2
  • 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

    That is correct, Søren. We used this endpoint to build the app.

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  • Chika Chima
    Zendesk Product Manager

    Hello!

    This request has been logged and we will soon be in more discovery around this. Thanks!

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  • Nguyễn Ngọc Linh

    sorin 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

    Nguyễn Ngọc Linh 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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  • Nguyễn Ngọc Linh

    sorin 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.

    curl --location --request PUT 'https://xxx.zendesk.com/api/v2/comment_redactions/xxx' \
    --header 'Accept: application/json' \
    --header 'Authorization: Basic [token]' \
    --header 'Content-Type: application/json' \
    --header 'Cookie: __cfruid=xxx; _zendesk_cookie=xxx \
    --data '{"ticket_id":xxx,"external_attachment_urls":["https://xxx.zendesk.com/attachments/token/xxx/?name=xxx.jpg"]}'

    Do you have any insight on this ?

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