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Zendesk Attachment Retention

  • April 28, 2022
  • 2 replies
  • 0 views
Keiran11

Hi all,

We have customers sending us attachments with secure data in them, we would like to set a retention policy in Zendesk so that after a set period attachments and screenshots in tickets are deleted.

Is this possible? I can't find any articles detailing this.

Thanks in advance!

    2 replies

    Rafael20
    • Rafael20
    • April 28, 2022

    Hey Keiran,

    Agreed that it would be great to have done automatically, as there is something similar for Voicemails and Call Recordings in Talk.

    While Zendesk doesn't offer that as of now, a possible workaround solution could be to:

    1. Tag tickets via a Trigger if they have attachments and meet the other conditions
    2. Have a script running periodically calling the tickets search endpoint looking for tickets with these tags
    3. Filtering the tickets for those closed x days from the current date
    4. Finding the attachment IDs in those tickets looking in each ticket's comments.
    5. Redacting each attachment via the ticket redactions endpoint.
      Keiran11
      • Keiran11
      • Author
      • April 28, 2022

      Thanks Rafael that's great. I hope they add this to the roadmap!

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