Your own file storage

Keep the files your customers and your team send in your own Google Drive, Dropbox or S3 bucket, instead of with us. They open in Help as they do now. It's on the Business plan.

What changes

New files go to the store you connect. Google Drive keeps them in a folder called "Help by DeltaBreen", each named by its ticket's number. Dropbox keeps them in Help's own app folder, by site and ticket. Your own bucket keeps them under help/, by the ticket's number and the file's own id, with no name of the sender's in the key.
A file still opens from its ticket in Help. Help fetches it from your store each time, checks it's the file that was sent, and hands it over as a download. Nothing of it is kept on our side.
Files in your store don't count toward your plan's storage.
If your store doesn't take a file, we keep it with us at once, so nothing is lost. After three in a row we switch your store off and email you; a test that goes through switches it back on.
When a ticket is deleted, by auto-delete or by hand, its files are deleted from your store too.

Set it up

The workspace's owner does this, under Settings → File storage.

Google Drive: press Connect Google Drive and choose your account. Help asks to see and change only the files it makes there, never any other file in your Drive.
Dropbox: press Connect Dropbox and choose your account. Help keeps files in its own app folder and sees nothing else.
Your own bucket: any S3-compatible storage, such as Amazon S3, Cloudflare R2, OVHcloud, Backblaze B2 or Wasabi. Give its https address, its region and the bucket's name, and a key that may put, read and delete files in that bucket. We put a test file there, read it back and remove it before anything is kept there. Leave versioning and object lock off, so a deleted file is gone.

Choosing another store, or none

Files stay where they were saved. When you connect another store, new files go there, and the files in the one before still open. When you disconnect a store, we forget its keys at once: its files stay in it, and the ticket says where each is kept, but they no longer open in Help. Connect the same account or bucket again and they open again.

To take Help's access away from your Google or Dropbox account too, remove it in that account's own settings.

On a plan below Business, new files are kept with us, and the files in your store still open.

What we keep

Your store's keys are encrypted and never shown again. For each file we keep its name, its type, its size and its id in your store. A file fetched for someone to open is kept nowhere, and how your store answered is kept as a word, never what it said.