FAQ for Auto Remove Attachments

In this Article
How often does the app run in the background?
How much time does it take to redact tickets?
Are there logs of the deletions?
Can we use the Auto Remove Attachments app several times until we reach the count for the credits we have purchased?
Can we choose the time frames of tickets to redact?
If tickets do not have attachments, are they counted as part of the credits we have purchased?

How often does the app run in the background?

Once the Open Tickets configuration is enabled and saved, the task for the attachment retention of Open Tickets runs every 3 minutes.

Once the Closed Tickets configuration is enabled and saved, the task for the attachment retention of Closed Tickets runs every day.

How much time does it take to redact tickets?

This depends on several factors, such as each ticket's attachment count, server loads, concurrent tasks, Zendesk's API performance. Removing for example, 300k attachments might take 2-3 days in total, but this happens in the backend so you can close the window while this is running. You will be notified by email when the task is finished.

Are there logs of the deletions?

There is a log for removed attachments. Refer to Reports - Displaying Attachments that have been Auto Removed with the Redaction Logs.

Can we use the Auto Remove Attachments app several times until we reach the count for the credits we have purchased?

Yes, you can run the app as often as you need. A count shows how many tickets have been processed, and you can buy more credits if you need to redact more tickets.

Can we choose the time frames of tickets to redact?

Yes, when you run a redaction task, you choose the Date Range based on either:

• The date the tickets were Created
  or
• The date the tickets were Last Updated 

Refer to Configuring the Redaction Task in Configuring and Enabling the Auto Remove Attachments App and Running the Redaction Task.

If tickets do not have attachments, are they counted as part of the credits we have purchased?

Each credit is used when you remove attachments from a ticket. If no attachments are removed, your credits stay the same.