Can I change the attachment size limit in ticket comments?



Edited Apr 11, 2025


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+1 on this, it is a huge headache for us as well. We would happily pay extra for a plan that allows a higher limit.

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My workaround is currently split the file into smaller chunks, and guide the agents to join the file. Which in cumbersome in traning.

What a shame! It's almost 2024 and Zendesk keeps this limit for unknown reason. Technical shortcomings?

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Has there been any movement here? It should be pretty simple to increase the file size limit here in 2023. 50 MB is terribly small. 

Can someone please explain why this is so small and if there are any plans to increase the limit on the horizon?

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Hello Boyoon,

There's currently no setting in Guide where you can place a limit on the attachment size, for users that aren't logged in. 

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 현재로서는 파일 크기 변경에 대한 기능은 제공되고 있지 않은 것으로 여겨집니다. 

하지만, 좋은 의견이라고 생각해요.

아래와 같이 Feedback에 좋은 의견을 남기는 것도 방법이라 생각됩니다. 

Feedback - Ticketing System (Support)

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Is it possible to limit the size of attachments by reducing the size to 5MB instead of increasing it? I want to allow users who are not logged in to attach files up to 5MB.

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파첨부 파일의 크기를 늘리는 것이 아니라 반대로 5MB로 크기를 줄여서 제한할 수도 있나요? 로그인 하지 않은 유저의 경우 5MB까지의 파일만 첨부가 가능하게 하고 싶습니다.

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We also need a 100MB limit at least to provide Executable downloads for our customers via Guide pages. 

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Any updates on this one?

Limit at 50MB is too small. Users sometime use phone's camera to take a video on another phone to report issues to us. When they do that, the file exceeds 50MB, and cannot send. 
Like someone said before, because of this limit, we have to develop internal tools to manage those video files. But it's super hard for agencies to manage those additional videos, along with the tickets, even our tools is good enough.

We want to increase that limit to only 100MB, it should do. Any solution? Some suggestions for you guys:

- Treat large attachments differently, may be they have TTL to auto delete them after period of time.

- Additional plan that we can buy more storage with it.

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65535 bytes limit is way too small.  

This needs to be increased and the Admins allowed to set the limit.

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