What is the maximum attachment size I can include in ticket comments? Follow

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15 comments

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    customersupport

    Does that mean o the Essential plan you could have lots of photos attached that were all under 1MB or their total file size must me under 1MB?

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    Danielle Jensen

    Hi there! 

    I've updated this article to better reflect that information. To answer you directly, the attachment limits mean that each attachment must be under the size limit; you can upload as many attachments as needed to a ticket. 

    Please let us know if you have any additional questions! 

    -Danielle

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    Jordan

    Wow this is super frustrating. It's so easy to exceed a 7MB file size when supporting customers, and having this arbitrary limit is so limiting. Not good, Zendesk. You're being too stingy here with us at Team level.

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    Scott Johnston

    I agree with Jordan. It is kind of embarrassing to tell our customers about these limits. Zendesk, please consider increasing these limits for those that ask.

    Thank you.

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    A K (Edited )

    This ridiculous limitation is the reason why you will be loosing me and my business in the next 6 month. 

    1mb is laughable on the small end and 7 for team is tiny as well. At the very least you can pass it over via email or something if you don't want to store them. 

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    Jordan

    Here's an article I found on a competitor, groovehq.com where they show they have a 20MB attachment limit per message:

    https://help.groovehq.com/knowledge_base/topics/what-is-the-file-size-limit-for-attachments-on-tickets

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    A K

    Bye zendesk because of this arbitrary nonsense i have moved my business away to freshdesk. Whomever thought in your planning meeting this limit was a good idea can be proud of costing you around $1200/yr in business.. i realize this is not much but it speaks to much larger issue you have going on.

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    Nicole Relyea

    Hi AK!

    I'm so sorry to hear that you're frustrated with this limitation. We'd hate to see you go; if it's helpful at all, you can add as many attachments as you like, as long as they're each under the attachment limit. Or, you can upgrade to one of the higher level plans. If it's as much of a dealbreaker as you're saying, we're sorry to see you leave but hope you find what you need. 

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    Ana Martins

    For a tech support team it's incredibly easy to go over the maximum limit of 20MB (we already have the highest subscription) with error dump files and code files.

    In 2017 20MB simply doesn't cut it. We have to workaround this by having our own AWS S3 storage and our own Front end portal.

    Like Jordan and Scott stated, very embarrassing to explain our customers to use another way of sending us the files.

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    A K (Edited )

    Nicole, that suggestion to add more than one attachment under the 1mb to email is even more ludicrous than the arbitrary limit itself, it's 2017.

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    Kris

    Adding my voice that the 7mb limit for Team, or even 20mb for Pro, is pretty sad for 2017.  For a major workflow in a support service, this isn't acceptable.

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    Nicole Relyea

    Thanks for the feedback, all. I'll communicate it over to the Product Managers. They do regularly review the threads in the Product Feedback forum, but don't always make it to every comment thread throughout the Knowledge Base. 

    I definitely understand your concerns, and many thanks those of you who have provided specific use cases to help us understand how larger attachment sizes would be used and why using a third-party service isn't ideal. 

    That being said, the best solution for the time being is to leverage the Zendesk/Box integration for larger file sizes. 

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    Andrew J

    Has anyone here tried the Dropbox app?  That is geared for larger data storage, and the app makes for easy attachment it seems.  We would almost always try to link people to a resource page (Onedrive) for larger files, Zips, installers etc.  

    Our graphic designers are the same, files are always sent via drive or dropbox.

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    Brett Youngberg

    What a poor decision after this long.

    Sure, you've forced our agents to use third party tools to send attachments. However, it's when our customers try and send us attachments that exceed your limits and we have to tell them to go use Box, dropbox, or some other third party tool so that we can service them is where Zendesk no longer becomes a customer service platform, but more of a nuisance for us and the people we are trying to provide support to. Not all customer bases are tech savvy or employees of a company that have these third party services made available to them.

    The minimum file size should match gmail, yahoo, etc attachment size limit, especially since the option to integrate Zendesk with a G Suite inbox exists.

     

     

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    Ana Martins

    Allow me to clarify that we do not have any issues with the upload made in our Support Portal, we handle that with S3 storage.

    The problem is when such attachments are sent by the customer via email (we use Gmail) and due to the size, they don't reach the case.

    Although Gmail accepts the attachments, they just don't reach zendesk.
    Andrew J, this is the reason such solutions do not work.

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