Delete Attachment option

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65 댓글

  • j prost
    댓글 작업 고유 링크

    Couldn't agree with Jan more. This is a significant issue around PCI, HIPAA as well as the HSA. Complying with state and federal laws should outweigh the benefits and in some cases necessity for an audit trail. 

    Considering the most recent Zendesk breach, affording clients the ability to proactively strip out attachments should be top of mind for management at Zendesk.

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  • Ben Rohrs
    댓글 작업 고유 링크

    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.

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  • Garth Howard
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    Thanks Ben!  This is great news, we'll be looking forward to the results of your investigation and hope we can see this important feature implemented soon!

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  • Thomas Osowski
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    A compromise would be the ability to hide attachments so only Admins can see them.  

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  • Jan Jambor
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    Thomas this is not a compromise. Again: It's simply a matter of privacy policy. If you have customers with high sensible data and you are not able to disable attachments in zendesk for them you will have to stop using zendesk because it's against the law (at least in europe nobody wants to send sensible data to servers of a company which is influenced by something like the homeland security act or stuff like PRISM).

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  • Elisabeth Hendrickson
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    We use the forums. If a user posts a file that exposes sensitive information, we need the ability to delete it. I don't understand how this simple requirement is even remotely controversial. Security concerns trump CYA concerns.

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  • Evelien
    댓글 작업 고유 링크

    I have the same problem. We often receive sensible data from our user. They are not aware of the risks. I/we need to be able to delete a file that contains these kind of info. Idea: You can also leave the name of the file in the case but make it possible to delete the content of the file. This is an urgent privacy related matter that needs to be scheduled soon and move up on the priority list of new features. Please inform me. Thx

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  • Kevin Collins
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    Yes please. Really would like this. 

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  • Daniel Bechtel
    댓글 작업 고유 링크

    We often get attachments from our customers which include sensitive information they did not realize at the time when they uploaded the ticket. We have already history within the ticket by the time that is realized. We need to be able to remove the sensitive information (the attachment) from the ticket. Otherwise we are failing the sensitive data contractual agreements we have with our customers.  

    We need to be able to remove data which falls into this category.

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  • Chad Bates
    댓글 작업 고유 링크

    With customers emailing in reply to tickets, the amount of images and junk as attachments is becoming a major problem in our system, especially with integration to JIRA.  If we can't delete the images, we need a way to filter them out.

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  • Brian Rose
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    I would like this as well.

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  • Max VanDuyne
    댓글 작업 고유 링크

    +1 for deleting / filtering attachments

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  • Leigh A
    댓글 작업 고유 링크

    Just wanted to reiterate Jan's comment above:

    If ... you are not able to disable attachments in zendesk for them you will have to stop using zendesk because it's against the law

    This is one major reason why my company is not using attachments at the moment.  We can tell customers not to send us PII (Personally Identifiable Information, the use of which is restricted by law) until we're blue in the face, but they'll still do it.  We need to be able to delete attachments when they do.

     

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  • Hassan Bellinger
    댓글 작업 고유 링크

    Much in the case as outlined by Jan and j prost, and very much in line with the other feature request (https://support.zendesk.com/entries/11049-Admins-agents-can-edit-ticket-comments), I cannot iterate the necessity of this enough.

    The incidence of customers or customer service representatives erroneously posting full credit card numbers to a Zendesk instance does not have any viable workaround outside of a deletion of the comment or attachment other than the deletion of the ticket.

    In accordance with things such as PCI Compliance, privacy policies, and other potential liabilities, we'd rather have the attachment deleted than retained for the purpose of maintaining an audit log. For us, security is more important any day of the week than the maintenance of an audit trail - however, the one caveat I could see to this is an insertion into the audit log indicating the deletion of an attachment (i.e.: How changing a comment from public to private creates a record in the audit log).

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  • Alex Knight
    댓글 작업 고유 링크
    • 1 for this option as well. We have customers, many of which are doctors, and they frequently send attachments that contain patient data, which we are not allow to store. We could out right block attachments, but that's not helpful either.
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  • Anna Spektor
    댓글 작업 고유 링크

    +1 for this option! Users send ultra-sensitive information, and even though we have a warning up, they send it anyway.

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  • Ben Rohrs
    댓글 작업 고유 링크

    @ALL, there is a  similar feature request which requests functionality to edit comments and/or delete attachments from a ticket. I suggest you follow this request for the most recent information on our development of this feature:

    https://support.zendesk.com/entries/11049

    As I just commented in that request, we are hoping to build this functionality into the agent interface soon but we unfortunately don't yet have a definite timeline.

    I do have some good news, we have an API endpoint available which allows you to redact ticket attachments. If you are interested in Beta testing the Redaction API, you can sign up here:

    https://zendesk.wufoo.com/forms/redaction-api-beta-sign-up/

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  • Andre
    댓글 작업 고유 링크

    I don't particularly agree with the idea of being able to delete anything from a ticket - although, I can see where a lot of the concerns come from. Doesn't it make sense for a company that often deals with the exchange of sensitive information to do so by means of a third party attachment handler?

    The idea is that your user can upload their sensitive attachment to a central repository and provide the link in your ticket - which gives you access to the attachment. Later, the attachment can just be deleted from the repository - voiding the link, but not affecting the ticket audit trail.

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  • Max VanDuyne
    댓글 작업 고유 링크

    @Andre - What you're saying makes sense, but that doesn't preclude the possibility of someone attaching something to a ticket accidentally or unknowingly. What happens then? The information is still in the Zendesk system, with your company in a legally compromising position.

    Having other options is always good, but this is still something that needs to happen.

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  • Hassan Bellinger
    댓글 작업 고유 링크

    I agree, Max.

    Likewise, there is still the probability of a person (end user, and agent alike) inserting sensitive content into the ticket itself in plain-text.

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  • Daniel Bechtel
    댓글 작업 고유 링크

    @Andre,

    that still puts us in a legal bind. 

    I do not want any sensitive information available on either our or a third party software as with that we are legally responsible for it.

     

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  • Daniel Bechtel
    댓글 작업 고유 링크

    @Hassan,

    yes that is possible and happened in the past, but as administrator I can delete the ticket and remove the information for good and a manual copy of that ticket can be created without the sensitive information. 

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  • Hassan Bellinger
    댓글 작업 고유 링크

    Indeed. I have had to do that myself on more occasions than I care to count. The problem with that, inherently, is it destroys statistical data on each incident, and results in an effective break in proper reporting.

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  • Jen Moon
    댓글 작업 고유 링크

    One more +1; we have PHI issues with some attachments and not being able to delete them opens us up to HIPAA issues. I'd also like to be able to delete incorrect info in tickets as an Admin as sometimes staff reply to the wrong email ticket. It seems like giving companies the choice would be more strategic.

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  • Brian Collins
    댓글 작업 고유 링크

    +1 From us too for this functionality... 

    This would be very helpful when requested. 

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  • Jan Jambor
    댓글 작업 고유 링크

    Hi Brian,

     

    Try this app to get a solution for the time Zendesk is working on this: https://github.com/zendesklabs/ticket_redaction_app

    If you have any question let us know.

     

    JJ

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  • Jeff Callahan
    댓글 작업 고유 링크

    I successfully uploaded & installed the Redactor app, but I'm not seeing the Ticket Sidebar.

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  • Jan Jambor
    댓글 작업 고유 링크

    Hi Jeff,

    Have you payed attention to the role restriction? Sometimes you also have to reload the page.

    And last: the app is not available when you do a new ticket, you have to open existing tickets.

     

    JJ

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  • Jeff Callahan
    댓글 작업 고유 링크

    I did not enable role restrictions.
    I have reloaded the page as well as logged out and closed my browser.
    I have verified this on existing tickets.
    For some reason i'm just not seeing the Ticket Sidebar on the right

     

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  • Brian Collins
    댓글 작업 고유 링크

    First off, thanks Jan!

     

    This app is working for me in my sandbox in Firefox, but having some issues with the modal in Chrome. The 'go back' button also seems to not be switching back properly from the attachment redaction section to the text redaction. 

     

    See attachment of behavior in Chrome vs Firefox when selecting conformation modal for attachments. 

     

    Thanks again, and let me know if there is a way to get this working better on Chrome. :)

     

    -brian

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