72 Kommentare

  • Offizieller Kommentar
    Kristal Lam
    Zendesk Product Manager

    Hi everyone! Zendesk is happy to announce that we’re increasing the maximum attachment size limit for all Support plans to 50 MB. Previously, the limit was between 1 and 20 MB, depending on your plan type.

    No action is needed to see these changes. These changes will be made automatically during the week of 6/22 - 6/29. For more information please visit this article!

  • ben

    1mb limit for the lowest tier is disgraceful. totally unfit for purpose. You should at least educate people in your price page about this. you've wasted a lot of my time as I implemented your solution only to find out much further down the track it wouldn't work. 

    10
  • suzanne

    7MB limit for incoming mail on the team account is laughable. 

    9
  • Jon F

    We are a software development house, new to Zendesk but not new to ticket systems.  We really like most things about Zendesk as a ticketing system.  Our Support Team requests program log files (stored in a single .ZIP file) generated for our software that our clients are required to attach to their ticket for us to troubleshoot.  The sizes of these single files are in the 10MB to 500MB range for what they need to attach to each support case created in Zendesk.  Our file attachments average at 50MB in size for a log set that someone is trying to attach to their Zendesk ticket.  It would be great to see the attachment size limit doubled for the Zendesk Professional plan.

    Because of the small attachments limit we are required to pay for and manage a separate file uploads solution now so that these file attachment tickets are directed to Zendesk and it looks tacky when we have to explain Zendesk's Attachments size limit at the top of our 'Submit a request' page.  Our Zendesk Support agent's are now required to sort through a special view for the upload tickets, then identify who that file upload was for, as far as the support ticket in Zendesk, then merge that separate uploads ticket that was generated from that third party solution so that it can merge to the existing support ticket.  In our eyes it is a waste of time and another step for each support case to need to do that.  It seems quite unnecessary.  In this day and age 20MB is nothing.

    Thank you.

    6
  • Jordan

    @Nicole I don’t understand why you’re looking for more comments on this thread when you were actively involved in the conversation about this on the link that @Bryan provided. You told us to come here to express our thoughts and then it turns out it’s just you here anyway asking for more thoughts again? Why do we all need to voice our frustrations and disappointment in duplicate? I hope you don’t turn around and tell us that we actually need to be asking for this feature in ANOTHER thread now. When do the Product Managers visit these forums?

    Preventing support stafff from getting larger attachments is proposterous. You can’t even point to abuse or fear of abuse or offer ANY logical reasoning behind this arbitrary limitation.

    5
  • Sanchit Jain

    @Bryan- you're absolutely right. Zendesk is so popular that I overlooked the attachment specifications. Had I known this, I wouldn't have registered in first place. No hard feelings but that limit is simply unacceptable.

    5
  • John Morrison

    I agree with all statements above. The current size limit on attachments are unacceptable and a hindrance on our ticket management process. A change needs to be made as soon as possible. 

    5
  • Andrew Soderberg
    Community Moderator

    We are a Zendesk Enterprise customer, and I add my voice to the fact that 20MB is too limiting. Our customers (cable, telco, satellite companies, etc.) often need to send us their servers' log files in order for us to properly troubleshoot their issues. These logs, even when compressed with gz/tar/zip are 40-50MB each, and often multiple logs are needed (one per server).  

    I understand the reasoning behind the 20MB limit (broad email services compatibility and performance), but Zendesk could make it such that when creating/editing a ticket from within the web portal that Zendesk could allow a larger file size to be attached/uploaded. Then when emails are sent from Zendesk, an automated note is attached to the email comment stream that a 'Extra large/Jumbo size' Attachment was added to the Zendesk support ticket and that to get it, the customer/agent would need to login to the portal to access that attachment. 

    I think this is a pretty good compromise, 20MB limit for email (to/from), and 50MB (or scaled higher at some storage cost) when using the portal. Logging in is not too much of an inconvenience to get the benefit of larger attachments (promotes more Agents).

    In fact, I would add that if Zendesk did this, they could also give admins the ability to set the email attachment file size limit lower (I don't like downloading multiple 20MB attachments in my smartphone email), and then the Extra Large Attachment note would be added to the email comment stream based on where that upload limit is set.

    Regards,

    Andrew

    5
  • Drew Rub

    Yup, I'm going to have to agree here. Being able to upload and save files larger than 20 Mb (even the lower tier's are prohibitively low) is extremely limiting on full utilization. 

    4
  • Chris Haynes

    I concur with the low upload size limit. ZenDesk is a great product otherwise.  I always mention this product to our clients, but I'm also always sure to mention this known limitation as well, as it has been a large source of pain or a complete show-stopper for several of our clients. I think this well known limitation is holding the product back from reaching a much larger potential set of clients.

    4
  • Sanchit Jain

    Please increase the per file size limit to at-least 20MB for all plans. I just joined Zendesk today & would be forced to leave due to 1MB / 7MB limit.

    4
  • Bryan Kerstiens

    Nicole - Community Manager - Looks like you are losing customers!  And you are definitely losing referrals!  The thread is in the "correct place" and continues to get hits.  What is the hold up?  Calling all Product Managers!  Fix it!!!!!!

    4
  • Andy

    Hi,

    Sorry if this message is in the wrong place I couldn't find anything as suitable as this thread.

    Is there a total file size limit or upload amount limit on enterprise accounts?

    E.g Can a customer upload unlimited files (20mb file x 100,000.......)

    or it there an overall total limit based on either number of attachments/ total size of all files?

    Thanks

     

    3
  • Jason

    Seconding. Our agents are uploading images from their cameras. I had to manually resize a photo today that was 7.66MB b/c it was above the 7MB limit. 

    3
  • suzanne

    Please increase the limit, I dont want to leave zendesk, but this is so frustrating. 

    3
  • Sanchit Jain

    Just an update with regards to my above comment, I have integrated Zendesk with my setup & found it very useful. But because the file upload size limit offered with Essential plan is too small (1MB), I am not using Zendesk anymore till it is increased.

    3
  • Bryan Kerstiens

    Nicole,

    How many more voices is it going to take?

     

    Thanks,

    Bryan

    3
  • Jordan

    Wow, finally some honesty! Though, @Nicole, it is conflicting information from what you originally posted at the top of this thread: "We'll be interested to see if others add their voices and votes," indicating that the number of voices plays a roll in your decision making.

    There appears to be a moving target of what Zendesk needs from its active users to justify making changes. Now it's not the number of voices, it's something else.

    Now since you say that hearing file sizes and use cases is helpful, I'll offer you a few of ours:

    1. When troubleshooting issues, our clients will record a screencapture of the problem they're experiencing and attach it to a support ticket. Super helpful for getting straight to the source of the problem and minimize the back-and-forth. However, most videos like this easily surpass 20MB and get rejected.
    2. We record screencapture videos and send them to the client to quickly explain how certain tasks are performed or outcomes achieved when they're having difficulty.
    3. We support photo uploads to our platform, and when there are issues, we request the client sends the photos for our review. Often times, especially with the increasing pixel count on newer cameras and smartphones, just a couple of photos can easily exceed 20MB.
    4. We're a website builder, so our clients will send their previous site's complete files for us to assist / analyze about moving the site to our platform. Those come in the form of zipped-up directories and often easily exceed 40MB.

    I can understand and recognize the email argument you provided, however, it doesn't explain why Agents can't attach a larger file when they're logged in responding to clients, or when clients are logged in, or using the support ticket creation form on our zendesk account's "Submit Request" screen.

    And we all know how cheap file storage is these days, so that's a tough argument to swallow. Especially for closed tickets, you probably should already be storing any and all attachments into some sort of long-term file storage solution in the cloud which would greatly reduce your costs system-wide and make this a non-issue.

    3
  • Phil Davidson

    Product managers:

    Please offer an a-la-carte option to increase attachment size limits on any type of account. I think it would be fair to pay an extra $50/year to have a size limit of 20mb per attachment.

    As a "non-professional" Zendesk user, I hadn't even realized there was a limit until stuff started getting bounced. Shame on me for not reading all the details, but in fairness 1mb is pretty tiny by today's standards. 

    My Zendesk is for a small homeowner's association, so we don't need most of the other features, but we really need to be able to receive attachments from our members.

    Thank you for your time and kind consideration!

    2
  • Omar NABIL

    Hi,

    in our case, we have to manage attachments exceeding 200mb which maybe:

    - software updates provided in the Help Center

    - system images as ticket/comment attachments in the Support module.

    Many thanks for your efforts.

    2
  • Jon F

    Most of our end users/clients know to use submit a ticket on our help center website, and not send an email to support to create a ticket via email.  In fact we may soon not be allowing tickets submitted via email to Zendesk because just like we saw in our previous ticket system we do not get enough information gathered on the person's contact details (other than email address)/location/language/supported product/license key/order id#/issue type/etc., if tickets are submitted via email only. 

    In that case where our clients will only be able to submit tickets via the web to Zendesk, the concern that their email account would reject if they are attempting to upload a file greater than 20MB is negated since we don't allow email tickets.  This does not help the situation at all with Zendesk's 20MB attachment limit (for web or email submitted tickets) because that is the main way that our clients can quickly get us the generated program logs set (single .ZIP file) which range between 10MB and 500MB in size, averaging at 50MB in size.  I realize that 500MB would be probably outside of what you could feasibly support but our average file attachment size is 50MB so right around there would very nice to have.  Thanks for hearing our concerns.

    2
  • Glyn Hudson

    Hi, 

     

    1Mb limit on your essential plan is totally unfit for purpose. We're paying $72/yr for your essential plan. We deal with over 10k customers and I have to tell all of them that due to our zendesk support system they cannot send images larger than 1Mb. Is this the advertising you want? Often a 900kb image is not sufficient detail to give the required support to our customers. I would understand the 1Mb limit was on a free account, however, a plan costing $72/yr should have a higher limit. Please consider raising the limit to 5Mb.

    2
  • 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)

    2
  • Dead Account

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

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

    2
  • 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
  • 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
  • Axel Dewitte

    Please provide us with a timeframe for implementation. We actually look ridiculous on front of our clients. This looks open for 2 years now. 

    Let's move from a Zen attitude to an Active one ;-)

    2
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi all - 

    A quick update here. Chad, your original comment was pulled into moderation as we review anything that links to an external site to ensure that it isn't malicious. It should reappear within a day or two. 

    I can confirm that the product team is now looking into increasing these limits. They're currently working on an update for this thread, and will post an official update later this week. 

    2
  • Tobias Hermanns

    Hi Nicole,

     

    how is it looking for official update? :)

    2

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