The most common problem with attachments is when a customer tries to send an attachment that's too big. In this case a warning will appear in the related ticket comment letting you know.
Ensure your file is within the size limits for your plan. Zendesk Support also offers a Box app integration to help share large files. When attachments are sent via email the MIME email encoding expands the attachment in size by 33%. If the file is too large, the agent will see an error message in the top right corner. The following are the file size limits per file for each plan:
- Essential: 1 MB
- Team: 7 MB
- Professional and Enterprise: 20 MB
- Click Attach file in the bottom right corner. Your attachment should appear beneath the link once it's been uploaded.
- A link to your file appears below your email signature in a message to the end-user.
If the user sends in a file too large for the plan type, an error message indicating the file was too large appears and the file is not attached. However, the error will be logged in the audit trail as an event. To view it, click Show all Events .
For more details about ticket attachments, see Enabling attachments in tickets.