Can I change the attachment size limit in ticket comments?

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59 Comments

  • 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

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  • 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?

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  • Ricardo
    Zendesk Community Team

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

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  • Nicole S.
    Zendesk Community Team

    Hi Tayler -

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

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  • 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.

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  • Tayler Paquette

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

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  • Nicole S.
    Zendesk Community Team

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

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  • Tom

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

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  • 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.

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  • Dead Account

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

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  • Nicole S.
    Zendesk Community Team

    Hi Richard -

    New product announcements are always archived after 6 months; apologies for the broken link.

    Here is where you can find documentation on ticket attachments and attachment size limitations: Enabling attachments in tickets

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  • 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. 

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  • 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.

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  • 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? 

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  • Jessie Schutz
    Zendesk team member

    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.

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  • 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.

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  • Richard Chung

    Ricardo Is the article still available? When I try to open it, I receive a restricted access warning. 

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  • 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.

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  • Jon F

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

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  • 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.

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  • Nicole S.
    Zendesk Community Team

    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. 

    -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
  • Nicole S.
    Zendesk Community Team

    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. 

    -1
  • Andrew J
    Community Moderator

    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.

    -1
  • Jessie Schutz
    Zendesk team member

    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.

    -1
  • 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
  • Jessie Schutz
    Zendesk team member

    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!

    -1
  • Nicole S.
    Zendesk Community Team

    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. 

    -3
  • Nicole S.
    Zendesk Community Team

    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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