How to Remove Attachments from Tickets - Frequently asked questions
Discover how to efficiently remove attachments from Zendesk tickets. This page answers common questions and provides guidance on managing ticket attachments.
Frequently asked questions
How can I remove attachments from Zendesk tickets without deleting the ticket?
You can remove attachments from Zendesk tickets without deleting the ticket by using the native ticket redaction feature available in accounts with Agent Workspace enabled. This feature allows you to redact content, including attachments, from…
Can I delete attachments from closed Zendesk tickets?
Yes, you can delete attachments from closed Zendesk tickets, but only if you have the Agent Workspace enabled. This feature allows you to redact attachments from archived or closed tickets for email, API, and webform channels. However, it's…
Is it possible to automate the redaction of attachments in Zendesk tickets?
Automating the redaction of attachments in Zendesk tickets is not directly supported through Zendesk's native features. However, some users have implemented custom solutions using scripts. For example, you can write a script to search for tickets…
What are the limitations of the ticket redaction feature in Zendesk?
The ticket redaction feature in Zendesk has some limitations. For instance, redaction for messaging tickets does not work for messages created before April 2022. If such tickets contain sensitive information, they will need to be permanently…
How can I enable the Agent Workspace to use the ticket redaction feature?
To use the ticket redaction feature in Zendesk, you need to have the Agent Workspace enabled. This workspace provides the necessary interface to redact content, including attachments, from tickets. If you haven't enabled the Agent Workspace yet,…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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