The Swifteq Auto Remove Attachments app is used to remove attachments from your Zendesk Support tickets. This allows you to automatically redact attachments, for example, after the tickets are solved or closed and your team is not working on them anymore. The attachments may been added to the tickets by the client, or by your support team. The app runs the deletion tasks automatically in the background, so there is no need to manually redact attachments.
No employee or customer data is stored on the Swifteq servers. For more information, refer to the Data Processing Policy page on the Swifteq website.
- There are two automatic tasks, one for Open Tickets and one for Closed Tickets which you can configure to redact attachments according to your own requirements and using your own custom logic.
- The task for the attachment retention of Open Tickets runs every 3 minutes.
- The task for the attachment retention of Closed Tickets runs every day.
- You can also purchase a once-off access to the Redaction Task that you can run manually to remove attachments in bulk from your archive of historical tickets.
You can configure the tasks to include or exclude attachments from removal based on the ticket status (new, open, pending, solved or closed), creation period, Zendesk Tags that have been applied to the tickets, or attachment file types.
You can also set up Triggers and Automations in Zendesk to control which tickets are redacted and when according to the ticket status.
Auto Remove Attachments uses the redaction mechanism available in Zendesk. When tickets are redacted via the app, a redacted_content Tag is automatically added to the ticket. Redaction events are also noted in a ticket’s event log so you are aware that the attachment have been deleted.
You can also use the Redaction Logs to display a list of tickets where attachments were automatically removed by the configured retention policies. Refer to Reports - Displaying Attachments that have been Auto Removed with the Redaction Logs.
In the Open Tickets redaction task, you can configure this to also add a comment to the ticket with the names of the file that have been removed.
For full details, refer to Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task.
In this Article
Advantages to Removing Attachments
Freeing up your Zendesk Storage Usage
Ensuring Compliance with GDPR
Enhancing Security
Configuration and Settings
Free 14-day Trial and Pricing Options
Summary of Installing, Creating an Account, Connecting and Configuring
Advantages to Removing Attachments
There are a number of advantages to removing attachments from the tickets:
- Free up your Zendesk storage usage
- Comply with GDPR
- Automatically remove files that may potentially be malicious
Freeing up your Zendesk Storage Usage
If the storage limit for your Zendesk plan is reached, you would need to remove tickets, which loses some of the history of the tickets in your Zendesk Support. Storage can be an issue, especially when tickets have been closed and the attachments are no longer being used. By removing the attachments, you keep the full history of the tickets without losing tickets or having to pay for additional storage space.
Ensuring Compliance with GDPR
GDPR emphasizes the importance of handling sensitive information securely. By deleting unused attachments that contain sensitive information, you ensure GDPR compliance and protect customer data.
Enhancing Security
You can configure the tasks to automatically remove any files that may be malicious, such as files containing malware.
Configuration and Settings
As part of the Configuration and Settings, you set up your own rules to control the workflows for your Auto Remove Attachments. Conditions and filters can be set for both Open and Closed tickets.
- You are in control of how a ticket is considered for attachment redaction. You can use the ticket status and additional ticket fields, such as the ticket Tags, for the matching.
- You can also define filters to exclude certain tickets from being considered for redaction.
Refer to Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task.
Free 14-day Trial and Pricing Options
You can install a free 14-day trial of the Auto Remove Attachments app. Refer to Installing the Swifteq Automation Apps.
There are then various pricing options for your subscription, according to the number of tickets you have in your Zendesk Support per month. Refer to Subscribing to Auto Remove Attachments, Managing your Billing.
Summary of Installing, Creating an Account, Connecting and Configuring
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Install the app
From the Zendesk Marketplace, go to the Swifteq Auto Remove Attachments App (or click this link
https://www.zendesk.com/marketplace/apps/support/921677/auto-remove-attachments/)
and click Start Your FREE 14-day Trial. Then, from the Zendesk Marketplace > Apps > Auto Remove Attachments page, click Install.
Refer to Installing the Swifteq Automation Apps. -
Create a Swifteq account, or Login
From your Zendesk Agent Dashboard, open the Auto Remove Attachments app from the sidebar. Then either create a Swifteq account or login in with your existing account.
Refer to Creating an Account for the Swifteq Automation App. -
Activate the Auto Remove Attachments app
The first time the app is used, it needs to be activated to enable it on your account.
Refer to Activating the Swifteq Automation in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
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Connect and Authorize the Auto Remove Attachments app to your Zendesk Support
This authorizes the app to securely access your Zendesk account.
Refer to Connecting to Zendesk Support in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support. -
Allow Swifteq permission to access your Zendesk account
Allow Swifteq then needs the permission to access your Zendesk account and read your Zendesk Support tickets.
Refer to Allowing the Swifteq Automation App to Access your Zendesk Account in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
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Configure and Enable the criteria and filters for the Auto Remove Attachments app
The Configuration Settings in the Open Tickets and Closed Tickets redaction task control which tickets are considered for redaction.
Refer to Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task. -
Adding Triggers and Automations to Control which Tickets are redacted
You can set up Zendesk Triggers and Automations that will automatically make changes to your tickets. For example, you can set up a Trigger that applies the a specific Tag to tickets such as please_redact to all tickets that have attachments, or to apply the Tag 24 hours after a ticket is "solved".
Refer to Setting up Zendesk Triggers and Automations and the Tag that will be used and Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task.
- If you wish, you can purchase the Redaction Task that you run manually to remove attachments in bulk. This is useful to reduce the storage space of your historical archived tickets (that is, usually for the tickets that are closed and were created, or last edited, more than 30 days ago).
Refer to Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task and to Subscribing to Auto Remove Attachments, Managing your Billing.