File Manager by Opservator
Search, back up, and delete your ticket attachments to optimize storage space
1 reviews
설치
4
호환:
Support
개발자
Opservator
About the app
No more running out of storage space in Zendesk! Our File Manager app simplifies attachment management for your account:
- Find attachments across all your tickets. You can use search filters such as ticket creation period, ticket status, brand, group, and even attachment size!
- Back up attachments. Download relevant files found in your search.
- Delete attachments. Permanently remove any files you consider unnecessary.
- Exportable search results. Before deleting, download a CSV of the search results table to maintain an internal record of attachments slated for removal.
By helping you keep your attachments under control, our app is a simple yet powerful assistant to ensure you never hit the account’s storage limit.
Please note
- Deleted attachments cannot be recovered. Deleting an attachment is irreversible, and we are not liable for accidental deletions. We highly recommend downloading the CSV file as an audit log before removing any files.
- No bulk actions are available: attachments must be downloaded or deleted individually. Bulk downloads or deletions are not supported in order to mitigate risks and maintain compliance for organizations that require a detailed audit trail.
- Custom ticket fields and tags are not supported for filtering. Filtering options include ticket creation date (start and end date), Status, Brand, Group, and Form.
About us
At Opservator.com we help customer service operations make the most of their Zendesk implementations: new account configuration, existing account audits, optimization projects, continuous account maintenance and internal support.
Additionally, you can count on us for Guide set up and customizations, to create dashboards and reports in Explore that are fully customized to your operational needs, configure other platforms like Talk or Sell, custom app development, and more. Check our blog for the occasional tip or trick!
설치 방법
Click Buy on the app's Zendesk Marketplace page. You’ll then be redirected to your account, where you can choose which Roles and/or Groups have access to the app, as well as submit your payment details to activate the app.
The app will appear in the Zendesk Support interface (i.e. where we handle tickets), specifically on the left sidebar and any users with permission to use the app may access it.
Admin Center instructions
You must have Agent Workspace (Admin Center » Workspaces » Agent tools » Agent Workspace)
- Check the setting 'Customers can attach files' and uncheck 'Enable secure downloads' (Admin Center » Objects and rules » Tickets » Settings)
Apart from Admins, any agent with access to File Manager should have a Role with the 'Edit ticket properties » Redact ticket content' permission enabled
If an agent can only access tickets within their group(s) and uses the app, they will only be able to find attachments from tickets assigned to their groups.
Recommendations on using File Manager
- Deleting an attachment is irreversible and the file will be lost forever. Therefore, consider backing up the file if necessary, and using the 'Download CSV' button at the bottom of the page before you delete anything. This feature will not save the files themselves, but you’ll manage to keep a record of the attachments you're about to remove
Make sure to assign the task to either an Admin or someone whose role allows them to access all tickets and to redact ticket comments and attachments
Depending on the account size, searching attachments can take anywhere from seconds to up to thirty minutes. For example, searching for one day may take just five seconds. Conversely, for a large account—five years of data, averaging 10,000 tickets per month, with approximately 3,500 files uploaded monthly (1.5 MB per file)—retrieving all attachments for a single month may take ten to twenty minutes.
We suggest that you first conduct a narrow search - one to three days, or a week - to see what happens and how long it takes, and go from there to greater time spans. In any case, you can leave the app’s tab open while running and it will eventually show the results.
Questions or feedback: email us at apps@opservator.com
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