You can monitor the data storage usage in your account and manage data storage as needed. If you reach your storage limit or expect that you will, you can remove data to free up space. Except for Team plans, you can purchase more storage to increase your limit.
This article contains the following sections:
Default storage limits
Over time, your company will accumulate a lot of data in your Zendesk Support account. This data is important to you for a lot of reasons. That's why all Support customers have the ability to store ticket data and files, with limits that vary by plan. These limits exist to ensure the reliability and usability of Zendesk services. Most Support customers will never use all of their storage.
Storage consists of two parts:
- Ticket 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:
|Plan||Data storage||File storage|
|50 MB per agent||2 GB per agent|
Suite Growth and Professional
|100 MB per agent||5 GB per agent|
Suite Enterprise and Enterprise Plus
|200 MB per agent||10 GB per agent|
How Zendesk calculates your base storage usage
Each ticket in your Zendesk Support account is composed of multiple data storage objects. For example, a ticket is composed of metadata, and then depending on what’s included in the ticket, a number of additional data storage objects such as attachments, events, tags, and so on. If you use custom objects, each custom object record is calculated as 2 KB of storage. Storage requirements for original email messages are not included.
Monitoring storage usage (EAP)
To help you monitor storage usage on your account, Zendesk provides a storage usage dashboard. You can use this dashboard to view your current usage and compare it against your storage limits.
To monitor storage usage
- In Admin Center, click Home in the sidebar.
A summary of your storage usage appears on the Admin Center home page.
The summary shows your ticket data storage and file storage as compared with the amount of storage you have remaining. If you are over your storage limit, you’ll see a warning symbol (!) in the summary.
- To view more details about your storage usage, click View details.
You can also follow these instructions to view storage usage details:
- In Admin Center, click Account in the sidebar, then select Usage > Storage.
The detailed storage dashboard includes a summary of your usage, along with a chart for ticket data storage and a chart for file storage.
The storage dashboard is refreshed every 24 hours to keep you current on your usage. The graph shows your usage over time as compared with your storage limit. The chart line is blue until you use over 80% of your storage. At that point, it turns to orange. If you exceed your storage limit, the line changes to red.
You can hover your mouse over each data point to get more information. You can also use the drop-down menus to show the chart by time window and granularity.
Time window options include:
- Last 7 days
- Last 30 days
- Last 90 days
- Last 365 days
- Custom range
Granularity options include:
When you’re approaching your storage limit by using more than 80% of your storage, you'll receive an in-product warning message. For example:
If you go over your storage limit, you’ll receive an in-product error message. For example:
Admins who don't have permission to make billing changes will see similar storage notifications, but they must contact a billing admin to add more storage.
To create more storage, you can do one of the following:
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
|Plans||Data storage||File storage|
|Suite Growth or above||500 MB||25 GB|
|Support Professional or above||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 storage than other companies.
- Your company has a use case that creates an exceptional amount of customer service data.
- You're using custom objects with high record volume.
For pricing and purchasing information about the More Storage add-on, click the Request more storage in the Admin Center notification. You must be an account owner or a billing admin to request more storage for your account.
- Provide information so you can learn more about your storage options.
- Determine if you are eligible to purchase more storage.
- Help you file a ticket to purchase more storage.
Once you purchase more storage, no other action is needed. Zendesk will increase the limit for you.