What are the attachment limits in Help Center for articles and posts?
- Articles images and attachments: 20MB per file or image upload
- Community post and comments images: 2MB per image file
How many attachments are allowed per article?
There is no established limit to the number of attachments allowed in an article. As a best practice, it is not recommended to attach a large number of files to any article. In this case, use a cloud-storage program and link users to a publicly accessible folder there.
However, you can add multiple attachments in an article as long as each uploaded file or image is within the 20MB limit both for inline image and file attachment in an article, while for community posts and comments, you have a 2MB limit.
Is there a limit to the overall storage associated with an article?
There is no established limit to the overall storage allotted to any given article. However, slowness and unpredictability may occur with a large number of files of a large size. Keep in mind that our Help Center is designed to be a Knowledge Base solution, not a file distribution system.
For more information on adding attachments to your articles in Help Center, see the article: Creating and editing articles in the knowledge base.
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?
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?
Is it possible to increase the limit of the attachment in the article?
Can you advise anything, please?
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.
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.
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
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.
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.
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
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.
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!
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.
We need a higher limit than 20MB
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!
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