Support - Ability to break attachment link in an outbound ticket update email
Feature Request Summary:
Is there potential for Zendesk Support to review the ability to "break" the link(s) to an attachment within an outbound ticket update email once it has been issued? (I.e. "break" the link within an already-issued email so no historic links work, and not just "redact" the attachment from future update emails?). Or does a ticket contain a copy of the attachment within and not a link that directs to a download location?
At times in my organisation an Agent has issued a ticket update with a public reply that has a sensitive attachment. They have realised immediately that an error was made, and wish to remove the attachment from being accessible to the requestor at all (i.e. remove the ability for a requestor to download the attachment from the initial update email). We have the Ticket Redaction app in place, however this can only remove - or redact - the link from subsequent ticket update emails, and the requestor can still access the initial email and download the attachment using the link as that initial link/attachment remains accessible.
We have ticket settings set to include files in outbound emails as links and not as attachments, but this doesn't seem to be too different in terms of removing a requestor's access once a ticket update has gone out.
Business impact of limitation or missing feature:
This is somewhat similiar to issuing OneDrive or SharePoint links to people external to your organisation via email. If you realise an error as been made - or you wish to remove access - you can "break" (or remove access to) the link that was issued at any point and the external person cannot access the file. This is very handy in circumstances where a mistake has been made, and we can swiftly break a link to remove the potential that a user-error data breach has occurred. Currently at the moment with Zendesk Support if an Agent makes an error with an attachment, we have no way of rectifying the potential data breach like we do with OneDrive/SharePoint links.
Thank you :-)
Thanks for the feedback. That is a great question and very interesting feature. I will document this and see who would be the best person to give you an accurate response.
Thanks for taking the time to writing out your use case!
This was interesting to read and have documented this potential use case and feature. I would like to circle back with you to set up time for a chat to dig deeper into this such as see what features like about sharepoint or one drive in regards to attachment that will allow for more efficient workflow for your day to day :)
Hi Chika & Rusty - thanks so much for your comments back!
I would be happy to catch up and chat on it if it might be something Zendesk wants to look into further/consider.
Let me know! :-)
Sure thing! I will private message you and set up a time to talk with me and possibly other PMs
Hi Chika Chima
Perfect, thank you - please reach out anytime.