How can I remove attachments from tickets?

Question

I want to delete attachments but keep my ticket. How do I delete attachments and keep my ticket?

Answer

In accounts with the Zendesk Agent Workspace activated, use the ticket redaction feature to remove attachments or other content from a ticket.

In accounts with the Advanced Data Privacy and Protection (ADPP) add-on, create triggers to automatically redact information from tickets. Use this when a user adds personally identifiable information (PII) in a ticket comment with an attachment.

Admins and agents in custom roles with the appropriate permissions can create deletion schedules to remove attachments from tickets that meet defined criteria. This lets you delete attachments and keep the ticket. It frees storage, preserves ticket analytics, and removes sensitive content.

Examples of attachment deletion schedules include:

Delete attachments from tickets created beyond a defined time period

Delete attachments from tickets in a specific group, such as HR or Legal, that have been closed for a defined duration

Exclude tickets with certain tags, such as hold

This deletion applies to only ticket attachments and does not include attachments in Messaging.

Customers with the ADPP add-on can apply advanced conditions when they create attachment deletion schedules.

If your goal is to delete tickets that contain attachments, use the Attachment condition when you create ticket deletion schedules. This allows you to:

Delete only tickets with attachments

Keep tickets without attachments

Combine this with other conditions such as brand, organization, tags, or custom fields to create tailored retention policies

If private attachments are not turned on, you can also set an expiration date for your ticket attachments, such as 24 hours, so they are available to download for a set time.

For more information about ticket attachments, see Enabling attachments in tickets.