Current behavior: It is currently only possible to delete or redact images and attachments sent in a live chat session after the chat has been closed, via the History tab or ticket redaction tools. During an active/open chat session, there is no option to remove sent images.
Desired behavior: Agents (and/or admins) should be able to delete or redact images and attachments immediately during an active chat session, without needing to wait for the chat to end.
Why this matters: Customers frequently share sensitive data (e.g., ID documents, bank statements, medical records, screenshots with personal information) in chat images. The current workflow creates a real compliance and data privacy risk:
- Agents may forget to delete sensitive images after closing the chat.
- There is no way to act immediately when a sensitive image is accidentally sent.
Suggested implementation:
- Add a "Delete" or "Redact" option on images/attachments within the active chat panel (similar to the X icon available before sending).
- Role-based permission control (e.g., agents, admins only).
- Audit log entry for compliance purposes.
Who is affected: All customers using Zendesk Chat / Messaging with file sharing enabled.
