Tomas

Hello,

You're mostly correct about the MP4 upload and file size limit, but let's clarify and address your compliance team's concerns and the request for storage flexibility.

Here's a breakdown:

MP4 Uploads:
Yes, end-users can upload MP4 files as attachments to Zendesk tickets.
File Size Limit:
The default maximum attachment size in Zendesk is indeed 50 MB. This applies to all file types, including MP4.
Compliance Team Concerns:
Your compliance team's concern about large video files is valid. 50 MB might be insufficient for videos demonstrating policy violations, especially if they are of high resolution or longer duration.
Zendesk Storage and Flexibility:  https://www.ezpass-nj.com
Zendesk's storage management is primarily handled by Zendesk, and there isn't a direct option for clients to independently manage ticket storage in the way you might be envisioning (e.g., directly allocating storage space).
However, there are some potential workarounds and considerations:
External Storage Links:
You could advise users to upload large video files to external storage services like Google Drive, Dropbox, or OneDrive, and then provide the shareable link in the Zendesk ticket. This bypasses the 50 MB limit.
Zendesk Apps and Integrations:
Explore the Zendesk Marketplace for apps or integrations that might offer enhanced attachment management or integration with external storage. There may be third party apps that solve this issue.
Zendesk API:
For highly customized workflows, you could potentially use the Zendesk API to build a custom solution that handles large file uploads and storage. However, this requires development resources.
Zendesk Feedback:
It is a good idea to submit product feedback to Zendesk about the need for greater flexibility in attachment size and storage management. Zendesk product teams do monitor feature requests.
Addressing Compliance Needs:
It is critical to document the process of how your company will handle large video files within Zendesk. If you are going to use links to external storage, create a clear procedure for your users to follow.
Also, consider creating guidelines for the users who are uploading the videos. For example, you can tell them to lower the video resolution, or shorten the video, before uploading it.

Best Regards

This is a great discussion on the balance between manual and automated QA reviews! While 1-2% manual review is standard, AutoQA's ability to analyze 100% of interactions ensures broader insights and reduces bias. A hybrid approach—leveraging AutoQA for scalability while using human QA for nuanced feedback—seems like the best path forward. Curious to hear from others: What’s your ideal balance between manual and automated QA reviews?    

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