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

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57 Comments

  • Isaac Slape

    Please increase the file upload size limit. 20mb is too small.

    1
  • DB-Pros Inc.

    Adding our 2 cents here as well.

    A 1mb limit seems totally arbitrary.  Beyond that, when we attempted to attach a larger file, a tiny message box with no text in it popped up, so our Agent struggled for some time to assist a customer with s small task..

     

    This looks poor on Zendesk.

     

    After reviewing the limitations to the other account types (7mb etc), I have to question what other unreasonable limitations Zendesk has decided to apply to customers.

     

    Poor decisions like these lead to lack of trust leads to lost customers....

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for the feedback, all. The product team is highly aware of this request. 

    0
  • Lennart van den Dool

    Awareness is a good first step. Are there any next steps? If not, I'm not staying as a customer either, so please give us a timeline as to if and when this limit is going to be raised.

    0
  • Bogdan Gavrilescu

    Are the limits still the same? Usually people want to attach a screenshot, in 2019 a screenshot can take up to 10-20mb. Please keep up with the times... Maybe you can do a integration with google drive or something...

    2
  • Ajay Goel

    Hi there,

    Longtime Zendesk user here. I've discovered a way around the Zendesk attachment limit and have written an article about it: https://www.gmass.co/blog/get-around-zendesk-attachment-size-limit/

    -1
  • M. A.

    I am seeing here that Zendesk customers have been expressing their frustration for over 2 years now and Zendesk still did not do anything. As some customers mentioned already, for a tech support team it's incredibly easy to go over the maximum limit of 20MB. I honestly do not see how can Zendesk work for a tech company, It is embarrassing to keep telling our customers to go to box or dropbox to upload their files. We are seriously considering a different solution. I see most of the enhancement requests on this forums have been going for years. Have a great day.

    0
  • Andrew J
    Community Moderator

    @M.A., data storage and maintenance costs. Zendesk is a support platform, not mega-zendesk file sharing. It is fair for them to set limits, it's reasonable for them to tier these on plans and pricing.
    We might not like the limits and might request the limits be lifted in line with the times, but fundamentally, if they double the limits, this issue won't be resolved. So the case for an alternative file sharing solution is still there. As mentioned, by downloading the original email from a customer, you can access their oversized attachments.
    Yes, it would be good to have some limit raising, but for most of us the option to pay more for this is already there. Why would Zendesk expend time or money on this if the customer won't? How much extra will you pay to double your limit?

    0
  • M. A.

    Thank you Andrew Mills for the response. Since the business requires it and we, the customers, are asking for it, we should be given this option. We are paying extra for a 3rd party tool to upload files anyway. I would rather use one solution and not have to be apologetic to my customers when they say that they are not allowed to upload their files to ZD due to limit restrictions. By the way, most of  my customers access ZD directly and try to upload the attachment directly, the e-mail download trick that you mentioned will not work.  Thanks

    0
  • Andrew J
    Community Moderator

    Good response M.A., perhaps Zendesk could partner with someone else to offer an upload solution. You didn't mention what you'd be willing to pay though.
    Potentially a guide and agent app could be developed to create this option.

    0
  • Ellen Livengood

    Seems somewhat silly to ask "what someone would be willing to pay", vs. Zendesk doing its own market research and figuring out a reasonable extra charge for a higher limit. Reasonable would be along the lines of what people are already paying for a 3rd party solution, the benefit being that it doesn't require additional work to set up and use.

    1
  • Andrew J
    Community Moderator

    Only reason I asked about what someone is willing to pay (I'm just a Zendesk user like you), is to help people think about the cost to Zendesk. If people are on the lowest plan, there are upgrade options that increase the limit. It does seem like a reasonable idea for Zendesk to offer a size limit upgrade only option. However currently there is no storage limit and no charge for storage as such, large files are stored for perpetuity, so this increases cost forever. I'd hate to see a maximum storage feature introduced.

    0
  • Darryl Fresne

    I have to say that this limit (20mb) is a bit ridiculous. We are unable to have our customers upload basic log files for troubleshooting. I was just asked by ZD support to upload my Chrome HAR file logs and that file was 37.8mb. Still waiting for a response as to how I'm supposed to upload that file to ZD support. 

    This arbitrary 20mb limit has been in place for over 2 years. Time to update your policies @zendesk.

    @Nicole...how many times will this issue come up before Zendesk resolves the problem?

    To be clear, this is a problem, and a third party solution is not an answer. Most of our customers have extremely restrictive security policies. To be able to use our ticketing system without this arbitrary, and frankly, a ridiculous limitation is absurd.

     

    2
  • Tayler Paquette

    Is the attachment limitations the same when using the side conversation?

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Tayler -

    Yes, the same attachment size limits would apply to side conversations.

    0
  • Dead Account

    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.

    1
  • M. A.

    Actually, we are getting a lot of complains from our customers regarding the attachment size, 20 MB is nothing. We should not have to send our customers a BOX link every time they open a ticket because they are not able to upload a file that is over 20 MB (which is most of the time). Why is this too hard to implement? Storage is very cheap and Zendesk can work / integrate with any file storage company to make the upload process seamless.

    I suggest that ZDK move this request to the front of the line as we are getting pushed to move to a different support tool if we keep on using two applications for tickets & attachments. Thanks

    2
  • Darryl Fresne

    Agreed. We are also looking at alternatives. When you are unable to upload simple files such as logs, it becomes very frustrating very fast. 

    2
  • Tom

    Zendesk is incredibly stingy with these paltry file attachment limits. Someone should tell them it's not 1998 anymore. And once again, they've been saying for over 3 years now they will "look into it" while doing exactly the opposite. How do they get away with charging these very high monthly fees while making it difficult to actually provide good support to our customers? 

    Increase the file limits, already. You should have done it 3 years ago, this is ridiculous at this point to still be clinging to these out-dated file limits, but then that seems to be par for the course at Zendesk where simple improvements take many years. Very discouraging to be a Zendesk customer. 

    2
  • Alan Canode

    +1 for 20MB being too small. It's preventing our end users from sending us log files without workarounds like Dropbox which are a significant hurdle to ask of a typical customer.

    1
  • Dead Account

    I have had confirmation from the ZD CEO that limits will be raised next month.

    0
  • Tom

    Really? I'll believe it when I see it. Too often we've been promised something will happen soon, but takes 5 years. 

    0
  • Jon F

    Has there been any update to the increase in attachment size?

    0
  • Ricardo
    Zendesk Community Team

    Hello everyone! This article was updated with the most recent announcement: Announcing new limit to max attachment size. Thank you!

    0
  • Tobias Hermanns

    Hi,

     

    how about we still need more space? Any chance to get it?

    I still feel 50MB is nothing in 2020.


    We´re looking for around 150MB.


    Thanks.

    0
  • David Schutz

    I'm glad people are getting an increase in attachment size support, but it's actually the opposite of what we want.

    Our users sometimes send unsolicited documents to our support team, and now they can send us even bigger unwanted files.

    I'd really like to be able to keep attachments turned on, but place our own size limit on what users can attach to tickets.

    0
  • Lennart van den Dool

    I'm glad people are getting an increase in attachment size support. Period.

    It was long overdue.
    We were getting the feel that further development had been abandoned, but it seems there's still some parts moving! Hopefully we'll see more future improvements. 

    0

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