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Installation guide for the Redact Attachments app

Leafworks
  • Updated

1. Install the app

  1. Click this link to open the app in the Zendesk Marketplace.
  2. Click the Install button on the right.
  3. Select the Zendesk instance where you want to install the app.
  4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
  5. (Optional) Rename the app (default: "Redact Attachments") or set role/group restrictions as needed.
  6. Click Install to finish the setup.

2. Access the app

  1. Open your Agent Workspace:
    • Click the four-square icon Screenshot 2024-09-19 at 15.01.20.pngat the top right, then select Support.
  2. In the Support Workspace, find the Redact Attachments app icon on the left panel.
    • If it's not visible, click the three dots at the bottom left to locate hidden apps.
      Screenshot 2025-05-30 at 12.17.20.png

3. Log in or create a Knots account

On the Settings page click Login to either:

  • Create a new Knots account.
  • Log in if you already have a Knots account.
    Screenshot 2024-08-06 093605.png

4. Set up the app

  1.  
    1. After logging in, the app will prompt you to connect to your Zendesk account.
      • If you’ve previously connected Zendesk with a Knots app, select the existing connector.
      • If this is your first time, follow the on-screen instructions to authenticate and create a new connector.
        Screenshot 2024-12-09 at 13.02.21.png

    2. Click Next to proceed to the final setup step, then click Get Started.

      Screenshot 2025-05-30 at 12.24.10.png

      Note: The app requires the Knots Studio module to function properly. If it’s not activated, you’ll receive an error message.   

      Screenshot 2024-12-09 at 13.52.09.png

      To activate Knots Studio:

      • Go to your Knots Profile.
      • Find the Studio module and click Activate.
      • Once activated, return to Zendesk to continue.
      Screenshot 2024-12-09 at 14.32.31.png

    3. After clicking Get Started, you'll be redirected to the app’s backend.
      • Click How to deploy? in the top-right corner.
        Screenshot 2025-05-30 at 12.28.53.png
      • In the pop-up menu, under the second point (Triggers), click Create New.
      • A trigger will be created instantly. Click Edit to open the trigger settings in your Zendesk Admin center.
        Screenshot 2024-08-06 095101.png

5. Edit the trigger

In the Triggers page, name your trigger and define its conditions.

By default, the app will redact attachments when:

  • The ticket has the tag knots_studio
  • The ticket status is Solved

Here are the key fields to configure:

  • Trigger name: Choose a name you’ll recognize under the Knots category in your Zendesk triggers.
  • First tag: This tag helps prevent trigger loops. You can leave the default.
  • Second tag: Used to indicate attachments have already been redacted.
  • Ticket status: Define when redaction should occur (e.g., when status is Solved).
Screenshot 2024-08-06 095808.png

6. Test the trigger

  1. Go back to Support by clicking the four squares in the top right corner and selecting Support.
  2. Find or create a test ticket.
    • Make sure it has the knots_studio tag (or your chosen tag).
    • Ensure the ticket meets all your defined trigger conditions (e.g., ticket is Solved).
    • Wait a few minutes for the action to complete.
Screenshot 2024-08-06 101148.png

 

That’s it! Your trigger is now working.
 

Screenshot 2024-08-06 101340.png

For more information about the app, visit Redact Attachments. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.

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