File Size limits on Help Centre Articles

13 Comments

  • Graeme Carmichael
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    The file size limits for the Help Centre follow the same as your tickets. So that is up to 20MB per attachment depending on your plan. 

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  • Storm Arthur
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    I have uploaded larger than 20MB. I have managed files over 30MBs big.

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  • Jessie Schutz
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    Hey guys! 

    I just check with one our of Help Center Product Champions and was able to confirm that the file size limits for article attachments and assets is 50 MB. I thought it was the same as the ticket attachment limits too, so we're all learning and growing today. :)

    Let me know if you have any other questions!

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  • Ali Ayaz
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    Hi Jessie,

    I am not able to find any official documentation by Zendesk where it says that the file size limit has increased to 50MB. Can you please guide me here?

    Thanks.

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  • Jessie Schutz
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    Hey Ali!

    I'm in touch with our Docs team about this, because the information I'm finding about attachment size in Help Center doesn't jive with what our Product Champions are telling me. I'm going to get some clarification on this and update our docs as required. Once that's done I'll come back and let you know!

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  • Ali Ayaz
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    Hi Jessie,

    Thanks for looking into this.

    Since my last post on this forum here, I actually contacted your support team on this issue as well. I was first told that the size limit has indeed increased to 50mb. They also updated their article (HC contributor guide) to reflect this. However, later, this was retracted and the ZD support came back and told me that the attachment size did increase, however, it was reverted back to 20mb due to "loading issues" that they experienced. And hence, they updated their docs to reflect this as well (fun stuff eh :) )

    Anyways, the problem that we have with this is that even though it says "20mb" on the label of the "attachment" field in the edit/create article page/form, and your articles also say 20mb, I am still able to upload files larger than 20mb...

    So basically, it's the clarity and consistency of information that I am looking for here... :)

    I will look forward to your update on this.

    Thank you.

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  • Jessie Schutz
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    Hi Ali!

    I talked to Jennifer, our Docs manager (you'll probably have seen her around here in the Community), and she's working on getting some clarity on this so we can make sure we're actually telling everyone the right thing. We'll let you know when we get it figured out! :)

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  • Jessie Schutz
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    Hey! I have an update on this already.

    Jennifer was able to discover that the limit has been changed back to 20MB, but there's a bug that's allowing folks to attach files that are larger than that. We're currently working on a fix!

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  • Ali Ayaz
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    Hi Jessie,

    Thank you so much for taking time to look into this.

    This provides us the much needed clarity - especially in regards with the bug.

    Question - what happens to articles that already have files attached to them which are larger than 20mb?

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  • Jessie Schutz
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    Hey Ali!

    I'll definitely see what I can find out about that, too!

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  • Jessie Schutz
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    Okay, I heard back from Christian, our Help Center Product Manager. He says that attachments over 20MB will not be affected once the bug has been fixed. So rest easy!

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  • Ali Ayaz
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    Brilliant! Thanks very much for the info, Jessie.

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  • Jessie Schutz
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    No problem!

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