# November 11, 2025

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#### **1. Personal Data Encryption & Automatic Deletion**

* Added an option to enable **encryption** for text-type custom fields under\
  \&#xNAN;**\[Service Management → Ticket → Field → Field Management]**.

<figure><img src="/files/xSLgRCBWHetS0lMJ7pah" alt=""><figcaption></figcaption></figure>

* Once encryption is enabled, the setting <mark style="color:red;">**cannot be reverted**</mark><mark style="color:red;">. (Starting from the November 11 update, encryption settings for existing fields can no longer be changed.)</mark>
* Encrypted fields are **excluded from search and data export** in Ticket Management and Ticket Detail History.
* For encrypted fields, an (Automatic) **Delete period** can be configured.

<figure><img src="/files/6jotJFixbkU9oab2MHWe" alt=""><figcaption></figcaption></figure>

* Data is automatically deleted once the configured retention period has passed after the ticket is marked as **Completed**.
* <mark style="color:red;">The retention policy applies only to tickets created</mark> <mark style="color:red;"></mark><mark style="color:red;">**after**</mark> <mark style="color:red;"></mark><mark style="color:red;">the setting is enabled.</mark>

#### **2. Customer Attachment Deletion**

**2-1. Attachment Auto-Delete**

* Under **\[Service Management → Security → Delete Attachment]**, you can enable automatic deletion of customer-uploaded attachments.
* Once enabled, attachments uploaded to tickets will be automatically deleted after the configured retention period following ticket closed.
* This setting applies only to tickets created after the configuration is enabled.

<figure><img src="/files/DwO1kJH3Pmsp28zSwQHZ" alt=""><figcaption></figcaption></figure>

**2-2. Manual Deletion**

* Customer-uploaded attachments can also be manually deleted via the **Attachment Management** feature.
* Only attachments associated with tickets from **help center, email and API channels** where the user is assigned can be deleted.

<figure><img src="/files/TqdBDqmliCClcP11DAUI" alt=""><figcaption></figcaption></figure>

#### **3. Issue Transfer & Dooray Integration**

* Improved error handling during **Dooray transfer**, displaying appropriate messages for cases such as missing permissions or deleted issues.
* Fixed an issue where transferring or commenting on a ticket could fail if another menu was accessed during the process.

#### 4. Callback Management

* Fixed an issue where unassigned callbacks were incorrectly displayed to agents.
* For services using **Customer Information Integration**, customer details are now visible in the callback list.
* Agents can now view all callbacks, but only those assigned to them will display **Connection** and **Finish** buttons.

#### 5. Other Improvements

* Various internal improvements were made to enhance overall service stability.


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