Enabling attachments in tickets

Return to top

36 Comments

  • Joyce
    Zendesk Customer Care
    Hello Mark,
     
    Creating voicemail tickets that are similar to call tickets created from a Zendesk Talk number can only be achieved when using Talk Partner Edition API. If the voicemail is being sent to Zendesk via an email attachment, that will remain as an attachment in the ticket created.
     
    Hope this clarifies!
    0
  • Alex Kinsley

    Is it possible to configure ZenDesk to automatically apend/prepend the ticket number in the filename of all attachments uploaded by customers/clients?

    0
  • Bruce Williams

    This Zendesk documentation appears incorrect or outdated;

    Attachment size limitations

    Email and web form attachment limits are as follows:
    • Email and web form attachments (meaning an inline and appended attachment) limit for a single file is 7 MB.

      The total of all email attachments cannot exceed 10 MB. When these limits are exceeded, Support will attempt to process the attachment as a linked attachment instead, except for in side conversations.

    • Linked attachment for a single file is 50 MB.

      If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).

     

    I have tested Emails received in Zendesk support, creating tickets.  If the email contains an attachment greater than 50mb, then the attachment will not be in the ticket, just as bullet 2 says above.

    However, with respect to bullet 1, I am seeing that the total of ALL emails in a single attachment, is NOT limited to 10mb.  I need to know what the Total limit actually is please.

    I tested several scenarios. 

    #1 - A single email with attachments of 48mb and 6mb.  Email was received with both attachments.

    #2 - A single email with attachments of 15mb, 6mb and 2mb.  Email was received with all 3 attachments.

    Please explain what the Total attachment size limit is for a single email.

    Thanks

    0
  • Mike DR
    Zendesk Customer Care
    Hi Alex!

    That isn't available yet but we do welcome you submitting product feedback here: Giving Product Feedback at Zendesk
    0
  • Bryan Haeussler

    I am hoping someone can clarify the inbound limit on attachments on emails?  I receive Remote server returned '550 5.7.0 Local Policy Violation - MaxSize Violation for an email with an attachment of 38MB, but I do not for one of 23MB.

    I believe this article refers to the outbound limits?

    0
  • Gab
    Zendesk Customer Care
    Hi Bryan, 
     
    If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).
     
    That being said, I've created a ticket on your behalf where I'd be glad to assist you further and continue the conversation there. 
    0

Please sign in to leave a comment.

Powered by Zendesk