BoldDesk allows both agents and customers to delete file attachments from tickets, subject to the appropriate permissions.
Deleting attachments can be useful when a file was uploaded by mistake, contains outdated information, or includes confidential content that should no longer be accessible.

Check out this video tutorial for more details.

Prerequisite

Before deleting a file attachment, keep the following in mind:

• Deleted files cannot be recovered.
• Agents must have the appropriate file deletion permission.
• Customers can delete only files they uploaded themselves.
• Customers must have permission to reply to the ticket.
• File attachments can be deleted from both ticket conversations and the Files tab.

Delete a File Attachment in the Agent Portal

Agents can delete attachments using either of the following methods:

• From a ticket reply or note.
• From the Files tab.

Method 1. Delete an Attachment from a Ticket Reply or Note

1. Open the ticket.

2. Locate the reply or note containing the attachment.

3. Click the Delete icon next to the attachment.

4. Confirm the action by clicking Yes, Delete.
   

   
   
   

Method 2. Delete an Attachment from the Files Tab

1. Open the ticket.

2. Navigate to the Files tab.

3. Locate the file you want to remove.

4. Click the Delete icon.
   

   
   
   

5. In the Delete File dialog, click Yes, delete to confirm.
   

   
   
   

File Deletion Permissions for Agents

To delete attachments in the Agent Portal, the agent’s role must include the Delete files uploaded in ticket permission.
By default, the permission level is set to Own uploaded files.

Available Permission Levels

Delete a File Attachment Using the API

Developers can delete ticket attachments programmatically using the BoldDesk REST API. This is useful when building custom integrations, automating file cleanup processes, or removing confidential attachments through external applications.

Steps to Delete a File Attachment using API

1. Send a request to the attachment deletion endpoint using your API credentials.
   Request
   DELETE /api/v1/attachments/{attachmentId}
Authorization: Bearer {access_token}

2. Replace {attachmentId} with the ID of the attachment you want to delete.

3. Ensure the API user has the required permissions to delete attachments.
   Success Response
   A successful request returns an appropriate success response indicating that the attachment has been deleted.

Delete a File Attachment in the Customer Portal

Customers can delete only the files they have uploaded themselves.
The customer must also have permission to reply to the ticket, which means they must be either:

• The ticket requester, or
• A contact added to the ticket as a CC recipient.

Steps to Delete a File Attachment

1. Open the ticket in the Customer Portal.

2. Locate the reply containing the attachment.

3. Click the Delete icon next to the file.
   

   
   
   

4. Click the Yes, Delete option from the Delete File dialog.
   

   
   
   

Customer Portal Permission Requirements

Customers can delete attachments only when all of the following conditions are met:

• The file was uploaded by the customer.
• The customer has access to the ticket.
• The customer is the requester or a CC recipient on the ticket.
• The attachment has not already been deleted.

Troubleshooting

The Delete Icon Is Not Visible

Verify that:

• You have permission to delete attachments.
• The attachment has not already been deleted.
• You have access to the ticket.

Unable to Delete a Customer Attachment

• Ensure your role includes the following permission level:
  • Own, any agent’s, or any customer’s uploaded files
• Without this permission, you may not be able to delete files uploaded by customers.

Frequently Asked Questions

1. Can I restore a deleted attachment?
   No. File deletion is permanent and cannot be reversed.

2. Can agents delete attachments uploaded by customers?
   Yes. Agents can delete customer-uploaded files if their role includes the appropriate file deletion permission.

3. Can customers delete attachments uploaded by agents?
   No. Customers can delete only the attachments they uploaded themselves.

4. Does deleting an attachment remove it from the entire ticket?
   Yes. Once deleted, the attachment is removed from the ticket and is no longer available for download.

5. Can I delete attachments from both replies and notes?
   Yes. Agents with the appropriate permissions can delete attachments from both replies and private notes.