We are looking for a way to redact attachments from our Spam tickets or determine end users that are inappropriate and always have their attachments redacted - Not able to find anything referring to this.
Is there a way to Automatically Redact Attachments (Spam Tickets)
Hi Nora
Are these tickets coming from a different instance?
There is an integration solution called Exalate that is fully decentralized where it is possible to selectively limit Attachments.
They are tickets coming in from guests /spam- looking for a solution within Zendesk as we don't tend to adapt integrations (legal).
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I'm afraid there's no way to automatically redact attachments to tickets that are currently suspended. You can however redact attachments from an existing ticket prior to marking it as spam.
I found an app called Auto Remove Attachments on the Zendesk marketplace that automatically redacts attachments from tickets older than a period of time.
Please know that this is for information purposes only. We have not used or tested any of these services and therefore do not endorse any of them. If you use or have used any of these services, feel free to share your experiences in the comments section of this post.
There's an existing feature request that's quite similar to this as well: https://support.zendesk.com/hc/en-us/community/posts/5167464787482-Automatic-Redaction-of-Customer-Ticket-Attachments
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.