Over time, your company will accumulate a lot of data in your Zendesk Support account. We know that this data is important to you for a lot of reasons. That's why we give all of our Support customers the ability to store Support data, with limits that vary by plan. These limits exist to ensure the reliability and usability of Zendesk services. However, most Support customers will never use all of their data storage.
If you reach your data storage limit or expect that you will, you can remove data in order to free up space, or, if you are on the Suite Growth plan or above, you can purchase the More Storage add-on to increase your limit.
This article contains the following sections:
Default storage limits
Storage consists of two parts:
- Data storage: the total size of all storage objects in Support.
- File storage: the total size of all the files attached to storage objects in Support.
These are the default storage limits are:
| Plan | Data storage | File storage |
|---|---|---|
| Support Team Suite Team |
50 MB per agent | 2 GB per agent |
| Support Professional Suite Growth and Professional |
100 MB per agent | 5 GB per agent |
| Support Enterprise Suite Enterprise and Enterprise Plus |
200 MB per agent | 10 GB per agent |
How Zendesk calculates your base storage usage
Your storage usage is the number of these objects in your Support instance multiplied by these values (second column), and then added together. Deleted tickets don’t count toward your data storage usage.
| Data storage object | Storage
used (per object) |
|---|---|
| Tickets | 0.5 KB |
| Ticket archive stubs | 0.5 KB |
| Events | 0.07 KB |
| User identities | 0.05 KB |
| Tags | 0.05 KB |
| Ticket metric sets | 0.05 KB |
| Conditional field values | 0.05 KB |
| Ticket field entries | 0.05 KB |
| File storage object | Storage used (per object) |
|---|---|
| Attachments | 0.10 KB |
Removing data to free up space
If you reach your storage limit, there are few things you can do to remove data from your Support account to free up space.
Increasing your storage limits with the More Storage add-on
| Plans | Data storage | File storage |
|---|---|---|
| Professional Enterprise |
500 MB | 25 GB |
You may want to increase your storage limit if:
-
Your company is expanding. You anticipate accelerated growth within the next few months and higher ticket volumes.
-
Historically, your company has needed more data storage than other companies.
-
Your company has a use case that creates an exceptional amount of customer service data.
For pricing and purchasing information about the More Storage add-on, contact your account executive or our Sales team. Once you purchase the add-on, no other action is needed. Zendesk will increase the limit for you.
8 Comments
I missed this announcment. When limits took place? How I was notified about that? Where I can see how much storage left? If limits are exceed how much time ZD will give to fix it before charging more or curtailing usage?
Do I understand correctly, that if file attachments is 50mb it will be counted as 0.1 kb for file storage?
Does it apply only to Support? Are there any Guide usage limits eg. articles or Mb of images per agent?
Pavel Kolpakov if file atachments is 50MB it will counted as 50MB for the file storage and 0.10KB for the Data Storage. I supose,
Where can we see the total storage currently used?
+1 to that. It will be nice to have a dashboard to manage the available size.
Hi Sergio Anarte and Thomas D'Hoe we are in the process of building the storage dashboards, we expect to have this ready towards the end of this year (2021 for future readers - feel free to keep me accountable on this). I understand the desire to have that data available, and we are very much working to not surprise anyone with these limits.
Hi Ontec LLC (EMEA Reseller) - basically yes. Technically, there are parts of Chat and Talk that create tickets and therefore are also affected by these limits, but for most customers Support is the product most affected.
Hi Pavel Kolpakov re: attachment limits. Eliott De La Rosa is correct in his interpretation, if a file attachment is 50mb, then it would count as 50mb towards file storage and 0.1 kb for data storage (the article will be updated to clear this up).
Regarding your earlier questions, we began implementing data storage limits in June 2020 (when this article was first published). We are rolling out stages of enforcement, and will not enforce broadly until it is available for customers to observe in the product. All enforcement will be done in good faith and in cooperation with customers affected.
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