What are the attachment limits in Help Center?

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  • 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?

  • 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?


  • 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?

  • Brandon Montalbo

    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. 

  • 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.

  • 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

  • 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.

  • 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. 


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