Delete Attachment option

完了

65 コメント

  • PaulAlexander
    コメントアクション Permalink

    Certainly deleting a file and "editing" the ticket is better than deleting the entire thing.

    3
  • Alan Wilson
    コメントアクション Permalink

    I've been thinking about this too. We have clients uploading sensitive data that not everyone within their own organisation has access to. But if they sign into our Help Desk they can see it. Once they've added it to a ticket in zendesk its there for good. Sure I could ask them to send it seperately by email - but i'd rather not have to.

    Some sort of Attachment Manager would be brilliant - allowing us to remove access to a particular attachment, but keep a record of it having been there.

    1
  • Simon Mayer
    コメントアクション Permalink

    I agree with Paul too.

    However, it would be dangerous for agents to be able to do this. I think it should be restricted to administrators.

    The ticket should also record the deletion of the ticket, as it would with any other action.

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  • Igor
    コメントアクション Permalink

    I would strongly recommend NOT OT ALLOW deleting any kind of information from the ticket by ANYBODY. Audit Trail has shown more that great and useful many times when there is a conflict between us and our customers.

    I can just say: "Take a look at Audit Trail in Zendesk." If there is an option for administrators to change or delete parts of tickets then Audit Trail would me nothing to our customers. 

    Thanks Zendesk for not allowing the editing of Audit Trail.

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  • Ben Rohrs
    コメントアクション Permalink

    We're looking into building functionality that will allow admins to delete attachments, screencasts, and voicemails, as well as deleting an entire ticket comment if it contains sensitive information. No definite plans yet, but we're investigating how this would look in the UI and what functionality it would include.

    1
  • Jake Holman
    コメントアクション Permalink

    This contravenes the Audit Trail, in the sense it's basically editing a ticket. I'm pretty sure this will not be accepted, but I will ask the Development team nonetheless.

    I'm not able to give an ETA on how soon I can get an answer.

    _Jake Holman
    _Zendesk Support

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  • Alan Wilson
    コメントアクション Permalink

    I would agree with Paul. We very often have to use email instead of zendesk, where:

    1. Where we are supporting/issuing licences or (2) when we ask the client for some sensitive data or they send us some.

    Quite often support emails turn into licence requests and vice versa. It doesn't help us to be going back and forth between zendesk and emails.

    I often have to delete tickets because they've been sensitive... audit trail no more.

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  • Alan Wilson
    コメントアクション Permalink

    I would agree with Paul. We very often have to use email instead of zendesk, where:

    1. Where we are supporting/issuing licences or (2) when we ask the client for some sensitive data or they send us some.

    Quite often support emails turn into licence requests and vice versa. It doesn't help us to be going back and forth between zendesk and emails.

    I often have to delete tickets because they've been sensitive... audit trail no more.

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  • Pcerna
    コメントアクション Permalink

    One vote for me as well Jake.  We need the ability to remove sensitive data that end users may send us.  We have very strict requirements and processes for sharing protected information and need the ability to delete any attachments. 

    I'm going to use the forum to see what "Audit Trail" you are referring to as well because that is of interest to our organization.

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  • Alexander McWilliam
    コメントアクション Permalink

    The attachment doesn't even have to be deleted entirely. The worst offender is the fact that the URLs to these attachments are public. There's no verification that the person accessing the attachment is either an agent or the requester. I understand that the URLs are obfuscated but that doesn't change the fact that the content is still public. We've had some very upset customers who saw the link in our reply emails.

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  • Alexander McWilliam
    コメントアクション Permalink

    I dare even go so far as to suggest that this is a security hole that needs fixing quickly.

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  • David Goldberg
    コメントアクション Permalink

    deleting of attachments should be an option.  We are facing the issue where we may have sensitive information in an attachment, that we would want to remove from the system after the issue is resolved.  I do agree that the audit trail must include the date, time, and agent that deleted the attachment.

    An additional feature would be to allow a comment field for the agent to record why the attachment was deleted.

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  • Ralph M. Rivera
    コメントアクション Permalink

    I was surprised to see that there is no security layer for attachments. I was able to download an attachment anonymously via HTTP and HTTPS in a browser without an account. We have tickets with sensitive data attached that we can neither modify or remove them. At the very minimum, there should be a "Note" that attached files are not secure and can be downloaded anonymously if the URL is known. When our clients log into our HTTPS Zendesk portal, a level of security is implied.

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  • Ophir Ronen
    コメントアクション Permalink

    status on this request?

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  • Jake Holman
    コメントアクション Permalink

    The removal of attachments, from tickets, is not something we'll be implementing at this stage.

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  • James Turnbull
    コメントアクション Permalink

    This doesn't violate the Audit Trail - as long the deletion is cited in the trail.  This is really crucial for a lot of us - users put data they shouldn't in tickets and we have contractual or regulatory obligations to remove it.  Also from what I can see the attachment links are public and aren't protected by a login.  At the very least the attachments should only be available to logged in users.

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  • Jake Holman
    コメントアクション Permalink

    @James: You can force login under Settings > Tickets. It will make life harder for customers wanting to retrieve attachments though.

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  • John Burke
    コメントアクション Permalink

    I agree with James. It an essential requirement for SOME installations. Allowing deletion of the attachment with sensitive data within whilst maintaining an entry in the audit trail such as "File xxx, dated xxx: Deleted by xxx" would more than suit my needs.

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  • Geoff Mina
    コメントアクション Permalink

    We also need this option.  It should be OUR (the customers) choice to enable/disable the ability to delete attachments.  Why make a blanket rule that negatively impacts some of your customers when you could easily make this a toggle option under ticket options.

    Makes no sense and is a problem.  We have customers that email our billing department CC authorization forms to charge their credit card.  We are forced to delete the entire ticket once we process the card, otherwise there is a public URL and the CC info is forever available through the Zendesk interface.

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  • Hazel Wilson
    コメントアクション Permalink

    I came to the forum looking for help on how to delete attachments after several files that could cause a serious security breach were attached to a ticket.

    I can't quite believe that this is not an option!

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  • mier2006
    コメントアクション Permalink

    I agree that it should be possible to delete an attachment. This should totally be up to the user to decide and not Zendesk.

    Sorry to say I'm very disappointent that this is not implemented.

    We also deal with very sensitive data and need to be able to have control. When problems occur we now would have to direct to Zendesk. I'm sure that's something Zendesk would not want as well.

    Ella

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  • Spike
    コメントアクション Permalink

    We also need the ability to delete an attachment, and also a specific comment or possibly specific text from a comment.  Sometimes we deal with support issues around credit card processing and if a client posts credit card information (which we tell them not to do) we need to remove it for security reasons.  We currently have to delete the entire case.  We'd prefer to just delete the attachment, or the text within the comment.  

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  • Nathan
    コメントアクション Permalink

    I just came looking on how to delete an attachment because an Agent attached an incorrect file by mistake, and there is no way to correct it!  The only solution is to "opps, have to delete the ticket now and start over".  It's quite frustrating for both us on our customers in this case.

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  • Garth Howard
    コメントアクション Permalink

    As a HelpDesk administrator, you do not have control of what an end-user uploads to the system.  Many business are heavily regulated and should a user choose to upload sensitive data, or if a ticket is submitted via e-mail with sensitive attachment, then the business could be liable for that information being available to others.  There should be a way for administrators to:

    1. Delete a sensitive file attachment and add a note explaining the deletion
    2. Notify the client/submitter and/or ticket owner that the file was deleted for an audit trail
    3. Assurance that the file is no longer accessible to any users

    This is a security issue, not a preference issue, and by hosting this information in an SaaS environment, ZenDesk could be contributing to sensitive data being distributed inappropriately.  I suggest this be resolved as soon as possible.

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  • Laron Smith
    コメントアクション Permalink

    This is just a common sense one for me and I am surprised the feature is not already part of Zendesk. 

    I have read through the replies by Jake so I am aware of the status of this, but I have to add another request to get this feature implemented for us as this is becoming a sensitive and urgent issue. We shouldn't have to delete the whole ticket, which is what we have to do now if a mistake is made by one of our staff or one of out clients.

    We have guidelines around what should be uploaded, but mistakes will be made.

    I can think of an example that could easily happen - A number of our customers deal with children. They happen to upload a sensitive file onto a zendesk task with the details of names and addresses which need to get updated in our database. This is a big no no. The only option we would have would be to delete the ticket. This is a major hassle for all involved. It would effect our SLA reporting, confuse our clients and waste our time.

    Above, Garth has expressed  most of what else I needed to say so I second his post.

    Laron
    NSW Government Licensing System

     

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  • Geoff Mina
    コメントアクション Permalink

    Is anyone from Zendesk monitoring this ticket? This has been open for over a year with no progress.

    Why such unresponsiveness to such a logical request from multiple people??

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  • Jeff Callahan
    コメントアクション Permalink

    Is it possible to create an App to delete an attachment?

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  • Arun Kumar
    コメントアクション Permalink

    Seems like a must have feature. Some times customers make mistake and an option to delete attachments would be handy

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  • Tara Callinan
    コメントアクション Permalink

    We would like this option too as to verify some orders that look possibly fraudulent we require scanned copies of photo ID and, in some cases, credit card (with only the last 4 digits and the name showing) but most customers don't bother, or know how, to hide the sensitive data so our billing team need to be able to delete the attachment afterwards.

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  • Tuomas Toivonen
    コメントアクション Permalink

    A very big +1 on being able to delete attachments.

    As many others have noted, there are cases where customers send information as attachments that they really should not have. What we now have to do is delete the whole ticket – something that really compromises the audit trail. Being able to delete an attachment and having a clear not of who deleted the attachment and when would be quite sufficient.

    Please implement this. We will likely have to turn of attachments completely (which is a bummer) now.

    0

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