Hi

Due to our regulators requirements we're often sent private documents from customers for verification etc. I have used https://support.zendesk.com/hc/en-us/community/posts/4409506775450-Add-a-Tag-to-a-New-ticket-if-attachment-is-present and also our AI adds a tag for any bot chats.

However this doesn't seem possible during a conversation with a real agent without the manual use of a macro, even with this its still open to human error. Docs also need to be stored until reviewed and verified which can be up to 5 days so we can't just remove them straight away.

A place for admins or a selected role permission to view a library of all attachments on the system would be great and also the option to bulk redacts in this area would be a really useful feature.

Does anyone know of an app that can do this for the whole account or is this something which could be implemented?

Thanks