Redact attachments

1. Install Redact Attachments

1. Click 'Install' on the Zendesk Marketplace page.
2. Select the Zendesk instance where you want to install the application.
3. Follow the redirection to your Zendesk admin area. Make sure you have admin rights.
   
4. By default, the application is named Redact Attachments, but you can rename it. Decide if you want to enable role or group restrictions.
5. Finally, click 'Install' again.

2. Access the App

1. Go to your Agent workspace: Click the four-square icon in the upper right corner, then select Support.
2. Locate the Redact Attachments icon in the left sidebar after the Settings icon:

Note: If you have many applications installed, it may be hidden under the three dots in the lower left corner of your screen. Click the three dots to proceed.

3. Login / Create an account

Register a new account or, if you are already a Knots customer, select Login.

4. Connect to Zendesk + get started

To set up a connector to Zendesk, everything is already prepared, all fields are already filled correctly.

1. Click „Set up connector“.
2. Click „Proceed to Zendesk to complete the setup“. A new page will open showing the successful connection. You can close it.
3. Back in the app, click „Get started“ to activate Redact Attachments.
   
   

5. Whoops, all code

1. The template you see here has already been created for you – all you need to do is click on "How to deploy?" in the top right corner.
2. This will open a window with webhooks and triggers. You will want to click "Create new" for a trigger, then click "Edit" for the one already created.

6. Create your triggers

At the top of the Triggers page you can name your triggers and specify the conditions – what actions are to be taken when. By default this is set to redact attachments when the issue has the tag "knots_studio" and the ticket status is set to solved. Let’s go through the most important fields:

Trigger name: Choose a trigger name. You will find it later in your Zendesk Triggers in the Knots category.

Conditions:

• First tag: Add a tag when triggering, this prevents trigger loops. Make sure that the ticket has a tag each time the trigger is executed. You can leave the default.
• Second tag: Add a tag when the attachments have already been redacted, to keep the ticket categories separate.
• Ticket Status: Specify when the attachments should be redacted.

7. Test your triggers

Click on the four squares in the top right corner and go back to Support.

Here, find (or create) suitable tickets:

1. Make sure the ticket has the tag you specified. If you left the default, it's "knots_studio".
2. Meet your other conditions too - by default, the ticket must have the status "solved".
3. Give it a few minutes.
4. Enjoy!