We pull conversation data via the Intercom API to enrich bug tickets with support context, including adding screenshots sent by customers as attachment URLs. These screenshots are critical for engineers and their agents went resolving bugs and customer issues.
Chat/messenger attachment URLs expire in ~30 minutes, which is before anyone reasonably picks up the ticket so the links are dead when we need them. Email-sourced attachment URLs last ~6 months.
Feature request:
- Make the TTL for attachment URLs consistent e.g. align to the ~6 month TTL that email attachments have
- Enable permalinks for attachment URLs so that authenticated users can view at any time
A 30-minute TTL makes sense for public, unauthenticated URLs — the short window limits how far a leaked link can travel. For authenticated users who already have access to the attachment via the conversation, the short TTL doesn't add security, it just makes the URL less useful.
Use cases: bug tickets, CRM enrichment, incident write-ups, etc.