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 account. This data is important to you for a lot of reasons. That's why all customers have the ability to store a default amount of ticket data and files, along with custom objects and user data. These storage limits exist to ensure the reliability and usability of Zendesk services. Most customers will never use all of their storage.
Storage consists of these parts:
- Tickets: the total size of all ticket storage objects in the Support ticketing system.
- File storage: the total size of all the files attached to storage objects in the Support ticketing system.
- Custom objects: The total size of all storage required to support custom objects, objects records, fields, permissions, and relationships added to the account.
- Users: The total size of all storage required to support users added to the account.
The default storage limits include a base storage amount for all plans and an additional per-seat allocation that varies per plan type:
|Plan||Base storage per account||Additional storage per agent|
|Support or Suite||Data storage||File storage||Data storage||File storage|
|Team||10 GB||10 GB||50 MB per agent||2 GB per agent|
|Growth||10 GB||10 GB||100 MB per agent||5 GB per agent|
|Professional||10 GB||10 GB||100 MB per agent||5 GB per agent|
|Enterprise, Enterprise Plus||10 GB||10 GB||200 MB per agent||10 GB per agent|
How Zendesk calculates your storage usage
Each ticket in your Zendesk 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. Archived tickets are included in the storage usage calculations, but deleted tickets (via soft delete or permanent delete) are not. If you use custom objects, each custom object record is calculated as 2 KB of storage. User storage is also included in the calculations. Storage requirements for original email messages and organizations are not included.
Monitoring storage usage
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.
The storage usage dashboard is not available for customers with self-service accounts.
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 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 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 it looks like you're near your storage limit, there are few things you can do to remove data from your account to free up space. Deletions can take up to 24 hours to show up on the storage dashboard.
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. If you don't see a Request more storage link, contact your account executive or our Sales team to buy more storage.
When you request more storage, an automated bot will:
- 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.