What are the attachment limits in help center?

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14 Comments

  • Miguel

    Hey there,

    20 MB may have worked in 2008 but nowadays files are a lot large. We have PDF files that can reach up to 5GB since they detail the processes and flow to the customer in one file. I understand we could break it up but that does not make it a good experience for the customer portal. If it could at less be a 1GB we could try to make something work.

    9
  • Brandon M.

    I agree with Marina,

     

    20 Mb is not enough for some of the attachments we would like to post on guide for our agents to access. 

    5
  • Marina Sopilnyak

    Is it possible to increase the limit of the attachment in the article?

    We have a large pdf. document to upload, but 20MB is not enough.

    Can you advise anything, please?

     
    4
  • Josh

    Correct, 20MB worked in 2008 but it doesn't anymore. We have GIFs inserted in our articles to help customers and they won't upload if they're over 20MB. Very frustrating, especially being on Enterprise. 

    2
  • Sadie

    When customers try to attach files to their replies to a ticket, that reply simply never shows up in our Zendesk instance at all, and the customer does not get any sort of bounce or error message. How can we configure a better user experience for this use case?

    1
  • Matt Greenawalt

    Upvoting this thread as this size limit is a real blocker.  I would understand an overall total Size limit of all documents, but there needs to be the ability for individual docs to be large at least 100MB.

    1
  • Ron de Vries

    I Agree. I need to add files larger than 20MB which isn't possible. Ten years ago 20mb might have been sufficient but in these days we need more

    1
  • Nathan Cassella

    Is there any movement on increasing attachment size?

     

    Our customers in specific segments need process documentation specific to them, and like Miguel those documents can get rather large.

     

    It would be great if this storage could be increased to 1gb at a minimum

    1
  • Jupete Manitas
    Zendesk Customer Care

    Hi Jason, Hi Josh, 

    We understand the need of each organization. That is the standard limit but we recommend reaching out to Support so you can provide more details of your use cases and see what our Guide Product teams can recommend. Thank you!

    0
  • Jason Wong

    Hi Jupete,

    That does not quite work for us as we already have these attachments in one Help Center that need to be moved to the new Help Center as part of a consolidation. These were accepted at one point and need to be migrated over to be compliant with the existing help center.

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Jason, thanks for writing in! 
    At the moment, that is the limitation for images or files in Guide. You can upload multiple files/images as long as they are within the 20MB limit both for inline images and file attachments in an article, while for community posts and comments, you have a 2MB limit. As described above, our recommended workaround is to use a cloud-storage program and link users to a publicly accessible folder there if there are images that are above 20MB. 
     
    We understand the need for more size and we appreciate your feedback, hence, we encourage you to post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
    0
  • Josh

    We need a higher limit than 20MB

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Sadie,

    Are your end-users experiencing the behavior when replying via email, chat, or messaging tickets? Were you able to replicate the same on your account? Further, can you confirm that you have a trigger that sends email notifications if the issue is with email tickets?

     

    0
  • Jason Wong

    I am performing a migration of Help Center guides and we cannot move over existing attachments that were accepted over the 20mb limit.  How can I get them over?  I agree 20mb is too small.

    0

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