Keep a support attachment out of the public product record

Format: Company perspective.

A customer's damage photo should not become a public product image just because both files name the same item code, or SKU.

In a hypothetical support case, a photo of a cracked mug also shows a shipping label. The product team needs to know about the crack. It does not need the customer's address in a folder of public product files.

Shopify warns that Content > Files is for files meant to be public. It says not to put private business or customer data there. [S09] Check where a file goes. A folder that looks private may not be private.

Use this attachment-routing check:

1. Note why staff need the file and which case it belongs to.
2. Keep the source in the approved case folder. Check who can open it.
3. Name the person who can approve sharing.
4. Ask whether the next team needs the image or just a note with private details removed.
5. Check that the new location is not a public product page, file store, or feed.
6. Name who decides how long to keep the file. Who will remove each copy when that time is up?

For the mug case, the note might say, “Customer reports a crack near the handle; case team holds the source image.” If staff need a cropped image, check it first. Does it still show private details? Where will it go? A crop is not permission to publish.

Core Agentic can plan custom software that sends files only to agreed locations. Test who can read them and that customer records stay separate. Agree on any cloud model use too. This is a proposed design, not an installed service or proof that a system is secure.

To discuss a support-to-product handoff that keeps customer files in the right place, Book a Demo.

Sources

• Shopify: Shopify Help Center | Uploading and managing files.

These sources describe the named provider or framework. They do not establish a Core Agentic integration, customer result or certification.