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 to free up space. Except for Team plans, 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:
| 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
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.
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 |
|---|---|---|
| Suite Growth or above 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 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.
21 Comments
@... 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 @... 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.
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.
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.
Hi, Is there any way for us to get this information about the storage usage(total used,total available storage) through the Support API?
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.
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?
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.
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.
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
Where can we see the total storage currently used?
Where can I see the total storage currently used to maintain and when can we expect to have Storage Dashboard available?
Like Denny Lee is asking, when is it expected to have the dashboard available?
Hi Samsung Electronics America, Inc. - IT Account and Jysk IT en del af Sagro I/S - I can't commit to a date for the dashboard at this stage. We're doing work right now to enable retrieving the data through an API and then we'll build the UI to share that data back.
Pablo Kenney
Is there any news on the subject of UI?
Hi Daniel Saldeitis - we have a working POC (Proof of Concept) and are now working on fitting in the work against other priorities. As soon as we have a fixed date, I'll update this thread.
+1
hi, when is it expected to have the dashboard available? what features to manage the storage?
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