Data storage limits and adding more storage for Zendesk Support

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12 Comments

  • Eliott De La Rosa

    @... if file atachments is 50MB it will counted as 50MB for the file storage and 0.10KB for the Data Storage. I supose,

    0
  • Thomas D'Hoe
    Community Moderator

    Where can we see the total storage currently used?

    3
  • Sergio Anarte

    +1 to that. It will be nice to have a dashboard to manage the available size. 

    3
  • Pablo Kenney
    Zendesk Product Manager

    Hi @... and @... 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.

    0
  • Pablo Kenney
    Zendesk Product Manager

    Hi @... - 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. 

    0
  • Pablo Kenney
    Zendesk Product Manager

    Hi @... re: attachment limits. @... 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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  • Ak N

    Hi, Is there any way for us to get this information about the storage usage(total used,total available storage) through the Support API?

    3
  • Pablo Kenney
    Zendesk Product Manager

    Hi @..., this information is not currently available through the Support API, as we integrate this information into the product (see my notes above) we would also make it available in the Support API, although the sequencing of UI/API work remains TBD.

    -1
  • Hi 

    You have mentioned by one of your comments that the data storage dashboard will be available end of 2021. I am still wondering if there is another way in the meanwhile to gather some information about the amount of data and file storage which has been cut by Zendesk?

    We actually get huge attachments by requesters quite often and see that a lot of these attachments and also screenshots in former tickets "passed away" and just the ticket's text is present. This is not acceptable for us because we also have chosen Zendesk as a professional support system solution to keep all information exchange with our customers in a data base which even offers access to the ticket history after years. This seems not to be a fact based on the (not very obvious) data restrictions not such restrictions have not been clear (or even present?) when we decided to use Zendesk some years ago. 

    We got an offer for extending our Zendesk data and file storage space but we have no idea how many data and file storage we actually need or how much of space had been in use since we started our Zendesk based ticketing system in 2018. Such a key figure is required to adapt the (additionally paid) data and file storage area properly.

    We urgently need some way to identify our actual data and file space requirements and adapt our license to this. Please let me know how we can figure this out?

     

    2
  • Pablo Kenney
    Zendesk Product Manager

    Hi @... 

    Please email me at [edit: removing email from public internet for now - continued conversation over email] I do not believe that any "offer for extending our Zendesk data" is legitimate, as we are not sending out proactive requests in that manner at this point in time [edit: it was legitimate, but also confused].  Even if we were, based on our information on file, I believe that you are well within any existing limits and that any "offer for extending our Zendesk data" is not legitimate outreach from Zendesk. Having said that, I can only confirm that by connecting directly and confirming your account information. 

    I apologize for the inconvenience.  

    0
  • Admin

    Hi ,

    We have been contacted to say we are over our storage limit and that a sales person would like to get on a call to discuss increasing our storage.  This doesn't seem right at all (yes it was a legitimate ZD email) We don't even know what our current storage level is!  What is the ETA on seeing our storage levels?  We shouldn;t be asked to pay for anything extra if we can't even see the data.

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  • Pablo Kenney
    Zendesk Product Manager

    Hi @...

    Thanks for reaching out. I understand your frustration. Your sales rep should be able to share your data usage information with you, and should be able to share all relevant options. Contrary to earlier timelines, we do not expect to have data storage limits in the product in 2021. I know this is not a good experience, but we had to prioritize critical infrastructure work. I am planning on updating this thread as soon as we have a new date. 

    Sincerely,

    Pablo

    0

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