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

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43 Comments

  • 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

    1
  • 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.

    2
  • 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.

    7
  • A K

    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. 

    1
  • 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

    1
  • 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.

    2
  • Nicole - Community Manager

    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. 

    -5
  • 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.

    7
  • A K

    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.

    3
  • 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.

    3
  • Nicole - Community Manager

    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. 

    0
  • 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.

     

     

    3
  • 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.

    1
  • Brandon Svec
    • 7 MB for Team is too small for inbound attachments.  I would be fine limiting outbound size because I can host them, but customers should have a 25MB attachment limit, at least.
    2
  • ben

    These limits are a joke. 

    All email is capable of 20mb, the system needs to support this on all pricing tiers. 

    Ridiculous. 

    1
  • Nicole - Community Manager

    Hi all - 

    I encourage you to share this feedback in the Product Feedback topic in the Community, where the Product Managers will see it. 

    There does not appear to be an existing request there currently, so you'll want to start a new thread for it. 

    0
  • Tiny Rabbit Hole

    Its a deal breaker here. 1mb is so small. we cant serve our customer in 1mb

    1
  • Nicole - Community Manager

    Hi Tiny Rabbit Hole - 

    I encourage you to share your feedback in the Product Feedback topic in the Community, where the Product Managers will see it and hopefully be able to take action on it. 

    -1
  • Ryan Walsh

    @Nicole As a community manager, I'd think that you'd be banging down the door of the Product Managers on the customers' behalf about this issue rather than just repeatedly redirecting us to some feedback form where we could just as easily be ignored.

    I'm now looking to switch away from Zendesk for TWO reasons: the terrible policy about attachment sizes AND customer support who doesn't seem to hear or care about customers' needs.

    -1
  • Jessie Schutz

    Hi Ryan!

    I understand that it's frustrating when you need something and it doesn't materialize, and you feel like no one is hearing you. I'm really sorry you're feeling that way with this.

    Nicole has been working with the Product Team and Customer Voice to improve our processes and the customer experience in Product Feedback on an almost daily basis for the better part of a year now, building on the conversations I'd been having with the former Director of Product over the previous couple years.

    The Product Feedback topic was started back when Zendesk was a tiny, scrappy startup and the processes that were put in place at that time haven't aged well, particularly in light of how quickly we've grown. Our goal, as the Zendesk Community Team, is to help fix that. We've already implemented several processes to ensure that your feedback and use cases are reviewed on a regular basis, and are continuing to work on further improvements.

    For the moment, the Product Feedback forum is the best place for our customers to share their suggestions and use cases. Be assured that your suggestion and use case will be seen by the folks who need to see it.

    0
  • Tim Scholten

    Hi, 

    Currently we are struggling with the file size limit set by Zendesk. We have many clients that are sending screenshots or pictures. We have to ask our clients to send an attachment to our personal email (which completely takes away the benefit of having a support system). 

    Some questions about this topic: 
    - Why are the limits so low? 
    - Are you working on a possibility to upgrade to a bigger file size (without upgrading the total plan)
    - Would it be possible to link something like Google Drive / Dropbox / Box to Zendesk? In this way the files could be uploaded automatically to our own storage. 

    Unfortunately it's not much better at other support systems, so really a possibility for Zendesk to stand out here! 

    2
  • Jessie Schutz

    Hi Tim!

    I know this is a real pain point for a lot people. I don't know at the moment whether the size restrictions on ticket attachments is on the current roadmap but I can look into it for you. In the meantime, there are integrations with Dropbox and Box available in our App Marketplace; I'm not sure whether they have the exact functionality you're looking for, but they might be worth a look!

    0
  • Patrick Mason

    Does this limit apply both directions? If a user sends an email to one of my agents and it's over the allowed limit will we be unable to download the attachment? 

    0
  • Jessie Schutz

    Hi Patrick!

    Yes, the file size limit applies to both agents and end users. If an end user tries to attach a file that exceeds the size limit, it will not be attached to the ticket.

    0
  • PeterHudson

    The community managers are missing the point here...

    The main issue is clients sending attachments to us.

    Most of them are sending screenshots/debug logs etc etc to demonstrate their problem and this bizarre limit is making the whole ticket process redundant.

    Of course we are all all using Dropbox, Google Drive, Youtube and the HC to deliver content.

    We need to receive files - please stop answering the question with a hosted solution - our users cannot do that.

    Peter

    3
  • Tim Scholten

    I fully agree with PeterHudson here! 

    1
  • Nicole - Community Manager

    Hey Peter and Tim - 

    Totally hear you and understand the problem. To clarify, we offer the third party solutions as it's a better response than "no, the system doesn't do that, you're out of luck." Those solutions work well for some users, and are not meant to say that we don't understand or care, but simply to offer an alternative when our product doesn't currently do the thing you're asking for. 

    I encourage you to share your feedback with the folks who make decisions about what goes on the product roadmap, our Product Managers, in the Product Feedback topic. Here's the relevant thread for you to vote on and share your detailed use-case in: Upload file size limit . 

    I've also pinged the Product Managers about this request. They're highly aware of it and are following the relevant threads in Product Feedback, but at this time have not indicated whether it's something they're able to work on in the near future. Updates will be provided in those threads. 

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