I want to delete all the attachments in the tickets for specific period of time (eg: 2021 year). is it possible?

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7 댓글

  • sorin

    The only way to do this is to implement a script that uses the Zendesk API to redact attachments. 
    Alternatively, you can use the auto-redact attachments app for this.

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  • Prabu P

    Thanks Sorin.

    If feasible, could you please provide any helpful articles related to the Zendesk API to fulfill our requirement?

    Additionally, we would like to confirm whether using the "Redact" option to remove attachments from tickets will also free up storage space on our Zendesk account. We are currently facing a shortage of storage space and plan to delete attachments to recover some space while retaining the ticket data.

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  • Tony
    Zendesk Customer Care
    Hi there!
     
    So, you can delete the attachments even using the redaction feature outlined in the following article:

    Remove an attachment from a ticket with a closed status
     

     
    Or check this API endpoint, if you are interested in following this path:
     
    https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/#redact-comment-attachment
     
    Best,
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  • Chika Chima
    Zendesk Product Manager

    Hi Prabu P!

    I am interested in digging more into your question and feature request.

    Do you often find that you're running out of storage space?

    Would it be useful to have different storage rules for different types of attachments or specific channels, groups etc?

    What impact does the deletion of attachments have on your internal workflow or the service provided to your user?

    What solutions have you tried in the past to manage your storage needs?

    Thanks!

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  • Prabu P

    Hi Chika,

    Please below my response for your questions:
    Do you often find that you're running out of storage space? - This is first time we are getting a notification from Zendesk that we exceed our storage limit.

    Would it be useful to have different storage rules for different types of attachments or specific channels, groups etc? - We haven't configured any rules for the attachment or the group

    What impact does the deletion of attachments have on your internal workflow or the service provided to your user? - No impact, we can delete the old ticket attachments

    What solutions have you tried in the past to manage your storage needs? - planning to redact the attachments from all the old tickets.

    Can you confirm on the below 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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  • Chika Chima
    Zendesk Product Manager

    Hi Prabu P

    thanks for your responses. And apologies,  I did not realize there was a ticket created for you. Ill work with Advocacy to help answer these questions that I do not now as of now, but for the question of:

    Re 2. there is this documentation that explains how to bulk delete old tickets.

    Also do you forsee needing additional storage in the future?

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  • Harrison Meesschaert

    It would be helpful to have this be a native implementation. Our business runs heavily off of attachments, which we are fine removing intermittently. But we do not want to also remove the related Zendesk ticket.

    Having to run through APIs requires ENG support which we are tight on.

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