52 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Bryan. We'll be interested to see if others add their voices and votes. 

    1
  • suzanne
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    7MB limit for incoming mail on the team account is laughable. 

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  • ben
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    1mb limit for the lowest tier is disgraceful. totally unfit for purpose. You should at least educate people in your price page about this. you've wasted a lot of my time as I implemented your solution only to find out much further down the track it wouldn't work. 

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  • Jordan
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    @Nicole I don’t understand why you’re looking for more comments on this thread when you were actively involved in the conversation about this on the link that @Bryan provided. You told us to come here to express our thoughts and then it turns out it’s just you here anyway asking for more thoughts again? Why do we all need to voice our frustrations and disappointment in duplicate? I hope you don’t turn around and tell us that we actually need to be asking for this feature in ANOTHER thread now. When do the Product Managers visit these forums?

    Preventing support stafff from getting larger attachments is proposterous. You can’t even point to abuse or fear of abuse or offer ANY logical reasoning behind this arbitrary limitation.

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  • Nicole - Community Manager
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    Hi Jordan - 

    Thanks for your questions. 

    I asked the conversation to shift here so that it would be seen and heard by the Product Managers. It would be impossible for them to follow every conversation that happens everywhere in the Help Center, and the previous conversation wasn't even in the community, but on the comments section of a Knowledge Base article. While I do try to track all of the conversations and escalate them to the appropriate teams, the best way to get feedback heard is to post in the Feedback topic. 

    Product Managers subscribe to the threads relevant to their area of the product, and will weigh in when they have follow-up questions or when they have an update. 

     

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  • Andy
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    Hi,

    Sorry if this message is in the wrong place I couldn't find anything as suitable as this thread.

    Is there a total file size limit or upload amount limit on enterprise accounts?

    E.g Can a customer upload unlimited files (20mb file x 100,000.......)

    or it there an overall total limit based on either number of attachments/ total size of all files?

    Thanks

     

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  • Jason
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    Seconding. Our agents are uploading images from their cameras. I had to manually resize a photo today that was 7.66MB b/c it was above the 7MB limit. 

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  • Drew Rub
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    Yup, I'm going to have to agree here. Being able to upload and save files larger than 20 Mb (even the lower tier's are prohibitively low) is extremely limiting on full utilization. 

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  • Chris Haynes
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    I concur with the low upload size limit. ZenDesk is a great product otherwise.  I always mention this product to our clients, but I'm also always sure to mention this known limitation as well, as it has been a large source of pain or a complete show-stopper for several of our clients. I think this well known limitation is holding the product back from reaching a much larger potential set of clients.

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  • suzanne
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    Please increase the limit, I dont want to leave zendesk, but this is so frustrating. 

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  • Sanchit Jain
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    Please increase the per file size limit to at-least 20MB for all plans. I just joined Zendesk today & would be forced to leave due to 1MB / 7MB limit.

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  • Sanchit Jain
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    Just an update with regards to my above comment, I have integrated Zendesk with my setup & found it very useful. But because the file upload size limit offered with Essential plan is too small (1MB), I am not using Zendesk anymore till it is increased.

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  • Bryan Kerstiens
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    Nicole - Community Manager - Looks like you are losing customers!  And you are definitely losing referrals!  The thread is in the "correct place" and continues to get hits.  What is the hold up?  Calling all Product Managers!  Fix it!!!!!!

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  • Sanchit Jain
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    @Bryan- you're absolutely right. Zendesk is so popular that I overlooked the attachment specifications. Had I known this, I wouldn't have registered in first place. No hard feelings but that limit is simply unacceptable.

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  • John Morrison
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    I agree with all statements above. The current size limit on attachments are unacceptable and a hindrance on our ticket management process. A change needs to be made as soon as possible. 

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  • Phil Davidson
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    Product managers:

    Please offer an a-la-carte option to increase attachment size limits on any type of account. I think it would be fair to pay an extra $50/year to have a size limit of 20mb per attachment.

    As a "non-professional" Zendesk user, I hadn't even realized there was a limit until stuff started getting bounced. Shame on me for not reading all the details, but in fairness 1mb is pretty tiny by today's standards. 

    My Zendesk is for a small homeowner's association, so we don't need most of the other features, but we really need to be able to receive attachments from our members.

    Thank you for your time and kind consideration!

    2
  • Omar NABIL
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    Hi,

    in our case, we have to manage attachments exceeding 200mb which maybe:

    - software updates provided in the Help Center

    - system images as ticket/comment attachments in the Support module.

    Many thanks for your efforts.

    2
  • Jon F
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    We are a software development house, new to Zendesk but not new to ticket systems.  We really like most things about Zendesk as a ticketing system.  Our Support Team requests program log files (stored in a single .ZIP file) generated for our software that our clients are required to attach to their ticket for us to troubleshoot.  The sizes of these single files are in the 10MB to 500MB range for what they need to attach to each support case created in Zendesk.  Our file attachments average at 50MB in size for a log set that someone is trying to attach to their Zendesk ticket.  It would be great to see the attachment size limit doubled for the Zendesk Professional plan.

    Because of the small attachments limit we are required to pay for and manage a separate file uploads solution now so that these file attachment tickets are directed to Zendesk and it looks tacky when we have to explain Zendesk's Attachments size limit at the top of our 'Submit a request' page.  Our Zendesk Support agent's are now required to sort through a special view for the upload tickets, then identify who that file upload was for, as far as the support ticket in Zendesk, then merge that separate uploads ticket that was generated from that third party solution so that it can merge to the existing support ticket.  In our eyes it is a waste of time and another step for each support case to need to do that.  It seems quite unnecessary.  In this day and age 20MB is nothing.

    Thank you.

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  • Nicole - Community Manager
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    Thank you for that detailed comment, Jon. 

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  • Bryan Kerstiens
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    Nicole,

    How many more voices is it going to take?

     

    Thanks,

    Bryan

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  • Nicole - Community Manager
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    Hey Bryan, 

    In this case it's not really about the number of voices, though I will say that we have not seen this brought up much in the other channels by which we collect feedback.

    But I talked to one of the more senior managers of the product, and this was the gist of his response: 

    The limit was designed to optimize for email deliverability. Increasing the file size limit runs the risk of more emails not getting delivered, and also increases costs due to the increased storage. This is part of why higher paying plans receive larger file sizes. 

    We'll continue to keep this thread open and collect use-cases. Hearing what file sizes you need is a very helpful detail for this case, so do please continue to add those details to your comments. But I do not expect to see this changed in the near-term future. 

     

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  • Jordan
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    Wow, finally some honesty! Though, @Nicole, it is conflicting information from what you originally posted at the top of this thread: "We'll be interested to see if others add their voices and votes," indicating that the number of voices plays a roll in your decision making.

    There appears to be a moving target of what Zendesk needs from its active users to justify making changes. Now it's not the number of voices, it's something else.

    Now since you say that hearing file sizes and use cases is helpful, I'll offer you a few of ours:

    1. When troubleshooting issues, our clients will record a screencapture of the problem they're experiencing and attach it to a support ticket. Super helpful for getting straight to the source of the problem and minimize the back-and-forth. However, most videos like this easily surpass 20MB and get rejected.
    2. We record screencapture videos and send them to the client to quickly explain how certain tasks are performed or outcomes achieved when they're having difficulty.
    3. We support photo uploads to our platform, and when there are issues, we request the client sends the photos for our review. Often times, especially with the increasing pixel count on newer cameras and smartphones, just a couple of photos can easily exceed 20MB.
    4. We're a website builder, so our clients will send their previous site's complete files for us to assist / analyze about moving the site to our platform. Those come in the form of zipped-up directories and often easily exceed 40MB.

    I can understand and recognize the email argument you provided, however, it doesn't explain why Agents can't attach a larger file when they're logged in responding to clients, or when clients are logged in, or using the support ticket creation form on our zendesk account's "Submit Request" screen.

    And we all know how cheap file storage is these days, so that's a tough argument to swallow. Especially for closed tickets, you probably should already be storing any and all attachments into some sort of long-term file storage solution in the cloud which would greatly reduce your costs system-wide and make this a non-issue.

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  • Vanessalicitra99
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    Oi tudo bem?

    1
  • Jon F
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    Most of our end users/clients know to use submit a ticket on our help center website, and not send an email to support to create a ticket via email.  In fact we may soon not be allowing tickets submitted via email to Zendesk because just like we saw in our previous ticket system we do not get enough information gathered on the person's contact details (other than email address)/location/language/supported product/license key/order id#/issue type/etc., if tickets are submitted via email only. 

    In that case where our clients will only be able to submit tickets via the web to Zendesk, the concern that their email account would reject if they are attempting to upload a file greater than 20MB is negated since we don't allow email tickets.  This does not help the situation at all with Zendesk's 20MB attachment limit (for web or email submitted tickets) because that is the main way that our clients can quickly get us the generated program logs set (single .ZIP file) which range between 10MB and 500MB in size, averaging at 50MB in size.  I realize that 500MB would be probably outside of what you could feasibly support but our average file attachment size is 50MB so right around there would very nice to have.  Thanks for hearing our concerns.

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  • Glyn Hudson
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    Hi, 

     

    1Mb limit on your essential plan is totally unfit for purpose. We're paying $72/yr for your essential plan. We deal with over 10k customers and I have to tell all of them that due to our zendesk support system they cannot send images larger than 1Mb. Is this the advertising you want? Often a 900kb image is not sufficient detail to give the required support to our customers. I would understand the 1Mb limit was on a free account, however, a plan costing $72/yr should have a higher limit. Please consider raising the limit to 5Mb.

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  • Andrew Soderberg
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    We are a Zendesk Enterprise customer, and I add my voice to the fact that 20MB is too limiting. Our customers (cable, telco, satellite companies, etc.) often need to send us their servers' log files in order for us to properly troubleshoot their issues. These logs, even when compressed with gz/tar/zip are 40-50MB each, and often multiple logs are needed (one per server).  

    I understand the reasoning behind the 20MB limit (broad email services compatibility and performance), but Zendesk could make it such that when creating/editing a ticket from within the web portal that Zendesk could allow a larger file size to be attached/uploaded. Then when emails are sent from Zendesk, an automated note is attached to the email comment stream that a 'Extra large/Jumbo size' Attachment was added to the Zendesk support ticket and that to get it, the customer/agent would need to login to the portal to access that attachment. 

    I think this is a pretty good compromise, 20MB limit for email (to/from), and 50MB (or scaled higher at some storage cost) when using the portal. Logging in is not too much of an inconvenience to get the benefit of larger attachments (promotes more Agents).

    In fact, I would add that if Zendesk did this, they could also give admins the ability to set the email attachment file size limit lower (I don't like downloading multiple 20MB attachments in my smartphone email), and then the Extra Large Attachment note would be added to the email comment stream based on where that upload limit is set.

    Regards,

    Andrew

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  • Erik Fortin
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    HI Team,

    I will agree that we have found the 20MB too limiting. Our past provider did not have a limit which allowed for very easy uploads and display of content like quicktime videos, keynotes and other valuable materials. There's now an added cost (have to now host larger files than 20mb - almost all of ours - on an external site) and added layer of separation between our content consumers and the content they need to view. 

     

    Thank you for reading. 

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  • PeterHudson
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    Okay - I've finally landed here after being exasperated in the original thread.

    Clearly Zendesk have the accountants voting on this one as it's not a development call just a storage one.

    I'll let you have this solution for free as a MVP option:

    Instead of upping the file size for INCOMING emails (remember, it's the incoming ones we're screaming about) - have a catchall email setting that oversized emails are cc'd to so we can hunt down the attachment using our mail servers.

    It's not pretty but it's more of a solution that waiting for you to spend twenty seconds to change the MAX_ATTACHMENT_SIZE_ENTERPRISE value.

    Peter

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  • Isaac Slape
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    Adding my voice and vote.

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  • Han Wassink
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    I was flabbergasted to find out there was a max. file size... 😳 we use the iphone8 to shoot photo's on site and we aren't even able to upload ONE SINGLE PHOTO via the APP!! If we had known this before we wouldn't have chosen zendesk... 

    Is it not possible to have your systems resize at least photo's that exceed max. file size or something? this is undoable. 

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