Using the Attachment Manager app

Important: The Attachment Manager app will be discontinued on October 21, 2026. See the announcement for more information.

The Attachment manager app allows you to manage ticket attachments. It combines the former Attachment Library, Attachment Restriction, Attachment Tagger (formerly Attachment Finder), and the Redact Attachments app into one sidebar experience. An agent can open and close these features using an accordion-style interface.

This article contains the following topics:

Understanding the tags added by the Attachment Manager app

Using the app

Redacting ticket attachments

Redacting restricted ticket attachments

Adding attachments to the attachment library

Understanding the tags added by the Attachment Manager app

The tag provided in the Attachment tag field (e.g., has_attachment) is added when an agent updates a ticket with existing attachments.

The tag provided in the New attachment field (e.g., has_new_attachment) is added when an agent adds a new attachment to an existing ticket through Zendesk Support.

If you just want the app to track attachments regardless if they are added by agent or end user, you can set same value for New attachment tag and Attachment tag.

Be aware of some limitations when using tags generated by the Attachment Manager app for reporting and business rules:

The app runs on the Zendesk Apps framework, and therefore only adds tags to the ticket when an agent updates a ticket in the Zendesk Support UI. Consider this if you build business rules or reporting around the tags added by the app.

The app doesn't tag tickets when they are created by an agent in Zendesk Support. It only adds tags when a ticket is updated by an agent in Zendesk Support.

Using the app

The Attachment Manager app is accessed in the app sidebar when viewing tickets in Support. It contains three features: All attachments, Restricted attachments, and Library.

Redacting ticket attachments

The first item in the accordion list is All attachments, which shows the number of attachments within the current ticket.

To redact ticket attachments

Open the accordion to view all attachments on the ticket.

Check any of the attachments you would like to remove or click the checkmark to the left of Name if you would like to select all attachments.

Click on the Redact attachments button.

A pop-up confirmation window will appear to allow you to confirm your choice.

Type in the confirmation text and click Redact.

Note: Attachments cannot be retrieved once they have been redacted and will be replaced in the interface with an empty text file named "redacted.txt."

Redacting restricted ticket attachments

The second item in the app accordion list is Restricted attachments, which shows the number of invalid attachments.

To redact restricted ticket attachments

Open the accordion to view all attachments on the ticket that violate any whitelist or blacklist rules that were specified in the app settings.

Select the attachments you would like to remove, or select the checkmark to the left of Name if you would like to select all attachments.

Click Redact attachments.

A pop-up confirmation window appears to confirm your changes.

Type confirmation text and click Redact.

Adding attachments to the attachment library

The third item in the app's accordion list is Library which allows you to manage attachments in the library. There are three tabs within this feature.

The first tab, Library, shows all attachments that are in the library.

To add attachments from the library into the current ticket

Click on the attachments in the app to highlight them.

Click Embed image to embed the image in the ticket, Embed link to embed a link to the attachment, or Remove to remove the item from the library.

The second tab, Ticket, shows all attachments on the current ticket.

To add attachments from the ticket into the library or into another place in the same ticket

To add an attachment from this ticket to the current comment, click on the attachment and then click on Embed image to embed the image or Embed link to embed a link to the attachment.

To add the attachment to the library, click Add to library.

The third tab, External, allows you to add attachments to the library from an external web page.

To add external files to the library

To add an attachment from an external web page to the library, enter the full URL of the image into the External file URL field. The URL must contain a secure protocol "https://".

Enter a name for the attachment.

If the item is an image, select the File type to Image toggle.

Cick Add to library.