72 Kommentare

  • Han Wassink

    I was flabbergasted to find out there was a max. file size... 😳 we use the iphone8 to shoot photo's on site and we aren't even able to upload ONE SINGLE PHOTO via the APP!! If we had known this before we wouldn't have chosen zendesk... 

    Is it not possible to have your systems resize at least photo's that exceed max. file size or something? this is undoable. 

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  • Andrew McIntyre

    I haven't tried it myself, but the SendSafely App looks like it might have the potential to solve the file size limitation in the meantime, https://www.zendesk.com/apps/support/sendsafely/.

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  • Michael Carlile

    It's ridiculous that i also cannot receive attachments bigger than the limits. So i get blank tickets, reports that don't come through, trouble shooting pictures that don't make their way through. This is HINDERING business more than helping currently.

    1
  • Denis L

    There is a workaround if a requester sends attachment that is too large.

    1. Click on exclamation mark on the left of requester's message in Zendesk so you will see a small overlay window with the following message: "Attached file <filename> was rejected because it was too big. Your account has an attachment size limit of <x> MB." 
    2. At the bottom of the window click "View original email".
    3. In the newly opened window click Source tab and press "download source". The email will be downloaded in EML format.
    4. You can open your email using Outlook, Thunderbird or any other EML viewer tool (just Google it), so you can extract the attachment.
    1
  • Nischal

    We are a Zendesk Enterprise Customer and the 20 MB Attachment limitation is a deal breaker for us. We routinely have customers sending us files that are in the 50-150 MB range and we have to find a work around to receive those files securely. Zendesk needs to update the attachment to something that is more realistic for Enterprise customers (200-500 MB range)

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  • Rivid

    Yes, a perfect topic. With 1mb limitation, we have a problem to collect a corrupted save games fro m our players. This is really a big issue, and we must rethink our position here on zendesk.

    I hope you will decide to increase your file storage capacity.

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  • Bill Bailey

    I have always been puzzled as to why Zendesk does not have a file storage system integrated with the solution, and such super low file size limitations. These are basic requirements for a support system as tech companies have been running FTP servers for decades. We are still using FTP to distribute software which would be much easier to do from with Zendesk.  This seems to be a very basic checkbox item that just does not exist.

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  • Craig Gillett

    Thanks @Denis L for the tip.. this got me going to at least see the files sent by customers.

    It seems like this was a good idea to tier the support levels in the hope to get clients to move up the ranks and pay more for well....more.. but this policy seems to be now well outdated compared to current tech and competition standards.

    Just for the sheer fact that mobile phones now take up to 8mb images natively should be enough to make that at least the base level for the bottom tier.  20mb for the top of top also seems .... basic.  

    Got to keep up with the times Zendesk or you get well left in the past..

    These sorts of things tend to just change overnight from policy changes so don't hold your breathe.


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  • Mark Nugent

    We are evaluating adopting the Zendesk suite, and support for > 20MB attachments would make our decision easier. 

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  • Tim O'Brien

    We also have logs ~50-500mb in size, and it's extremely difficult to explain to customers why a bleeding edge software company can't accept files >20mb via the web.

    It's 2019. Storage is cheap. Slack is a huge threat to your business. If your senior manager is worried about email, they need to wake up. That's a tiny slice of what modern companies need your software to manage, and it's not the future.

    I really don't want to lose Zendesk's superior issue management, reporting, and automation because they help me scale my team's efforts, but limitations like this become increasingly difficult to defend to management, because they make us look foolish.

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  • Thom “Tekcor” McGrath

    The 1MB limit is absurdly small, my customers can’t even send in a basic screenshot. I paid for a year of service so shame on me. I’ll be looking elsewhere. I really like what ZenDesk does for my customer support process, except for this one fact. I hear Groove is more realistic.

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  • Erik Saren

    Adding in on this as apparently it restricts attaching files within Atlassian to the same 20MB size. This is a huge issue for us as we utilize this with our development teams regularly.

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  • Theodore Wolf

    Could we also add the ability to restrict file type uploads? (eg: only jpeg/images)

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Theodore - 

    I would post that as a separate feature request so that it doesn't get lost and could be considered separately by the product team. 

    1
  • Theodore Wolf

    Hey Nicole!

    Thank you for the heads up. I have submitted it as a separate post. Here: https://support.zendesk.com/hc/en-us/community/posts/360033346814-Allow-Zendesk-to-restrict-file-upload-types

    Thanks!

    -Theo

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  • Tim O'Brien

    Hi Nicole - any update on this? Is Zendesk considering increasing the file size limit?

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  • Nnicolau

    We are facing the same problem. At a times, a customer may need to send us big size attachments. 

    A separate attachment plan would be great to see: 1GB- 5GB per ticket

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  • Chris Brown

    Agree with others. Current cap is causing us to lose attachments from customers. Worse, it doesn't seem to be apparent that an attachment was removed, so they think we received the information and we don't know that they tried include it.

    Very poor user experience from a product that is more toward the premium end of the pricing pool. 

     

    1
  • mchang

    We're starting to run into this issue and would be interested in seeing the file size limit increased. 

    We're a property management company and we've been trying to use the system as an approval request system.  The requester will submit a ticket, attach a file for review, exchange communications with the agent (potentially), and then receive some sort of answer (approved, denied, needs more info, etc). 

    The system has been working well for us, but sometimes the files/documents are 50+ pages long.  They are in PDF format and can be quite large which means the can't be uploaded to the system. 

     

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  • Xavier Smet

    Adding my vote: Please just give our customers the ability to share with us whatever they want to share (oftentimes a zipfile of 150 - 250MB in our case)

    1
  • Dead Account

    We are currently reviewing Guide, and this 20mb limit is a problem.

    It needs to be at least 100mb, preferably 200mb.

    2
  • Travis Tubbs

    The upload file size limit isn't just affecting us internally but the ability to receive large files from customers.

    As devices start defaulting to high resolutions for photos and videos, even the 20 MB file size limit on Professional and Enterprise plans is going to create problems with receiving attachments from our customers. Customers are not going to be aware of how to downscale images and videos. (They're also unlikely to understand some devices will default to 1080p or even 4K for videos.)

    Either the file size limit needs to be increased or a replacement for how attachments are sent/received needs to be introduced.

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  • Tobias Hermanns

    We´re on Enterprise, but 20 MB is nothing.

     

    We need share Firmware Version for our products with 100-150MB size per File.

     

    Any news here? Why even on Enterprise Level not possible to get more as 20?

     

    Thanks!

    1
  • Alex Gillum-Webb

    Again, chiming in as this is needed for us, have upvoted original thread. Looks like a lot of voices here.

    Is there any update? We need larger attachment sizes for articles in Guide specifically - surely this has nothing to do with optimizing email delivery?

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  • Craig Gillett

    Your wasting your time. ZD will never change its model as it is not concerned about small parties so there is no need to change. Also if they change this then they could loose out big by the full subscription clients downgrading.

    In esense there is more to loose then gain by doing this.

    As a workaround that is not well documented. You can always retrieve the attachments by clicking on the "view original email" link. This will open up the raw data for that ticket and you can then see the images/attachments.

    Hope that helps. 

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  • Dead Account

    I'm having to revisit this. 20mb is a pathetically small size for a file attachment.

    We work in the architecture and engineering design space, and a single file for support purposes can be upwards of 1GB. Realistically though, we can ask customers to trim that down to a few 100mb.

    Zendesk is not cheap, and as such it's pricing should be reflected through better functionality.

    2
  • Susana Fernandez

    This is extremely annoying and time-consuming.

    Part of our outsourcing services is HR, which involves immigration. And every time we have problems with the client/employee emails because of the size limitation.

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  • Tobias Hermanns

    When this will be enhanced?

    1
  • Eckhard Doll

    Fun fact: a customer just recently suggested us to use a modern ticket system that allows larger file sizes to be uploaded. 20 MB is kind of (early) last decade.

    2
  • Pieter De Wolf

    Please enhance. We frequently send out presentations and have to receive back screencapture videos to validate the UX.

     

     

    2

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