Installation guide for the Remove Attachments app

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: "Remove 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 at the top right, then select Support.
2. In the Support Workspace, find the Remove Attachments app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login in the upper right corner to either:

• Create a new Knots account.
• Log in if you already have a Knots account.

  

4. Set up the app (default mode)

There are two ways to configure the app: the default setup (described here) and an Advanced query mode (explained in Step 5). You can toggle between them using the switch in the top right corner of the app.

1. Configure your optional filters:

• Tickets solved from/to – Define the date range by selecting when tickets were solved.
• Brands – Filter tickets by one or more brands.
• Groups – Filter by one or more agent groups.
• Tags – Enter one or more tags that must be present in the ticket.
• Choose custom field for filtering the tickets – Select one or more custom fields and their dropdown values to narrow the selection even further.

2. Configure additional options:

• Set tag for redacted ticket – input a tag (e.g., attachments_removed) that you would like to be added to redacted tickets. This is highly recommended for better auditability and future tracking. 
• Add a tag for closed tickets – Toggle this option to tag even closed tickets during redaction.
  Note: You must enable “Modify closed tickets” in Zendesk Admin center (Admin center > Objects and rules > Tickets > Settings).

  

5. Set up the app in the advanced query mode

To use Advanced mode, toggle Advanced query mode ON at the top right of the interface. 

1. Configure the Search query field. Enter a search string using Zendesk’s native search syntax. For guidance on syntax, read this article.

2. Configure additional options:

• Set tag for redacted ticket – input a tag (e.g., attachments_removed) that you would like to be added to redacted tickets. This is highly recommended for better auditability and future tracking. 
• Add a tag for closed tickets – Toggle this option to tag even closed tickets during redaction.
  Note: You must enable “Modify closed tickets” in Zendesk Admin center (Admin center > Objects and rules > Tickets > Settings).

  

6. Review and start removing the attachments (applies to both modes)

Once you've configured your filters or query:

1. Click Preview tickets to view how many tickets match your criteria.
2. When satisfied, click Start redact to begin the redaction process.

   

For more information about the app, visit Revome Attachments in Zendesk. 

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