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What is the email (NOT attachment) size limit?

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CJ Johnson

Publicado 15 ago 2022

Hi, I have an enormous message of all text that came in an email. When I paste it into the comment box, it tells me the email is -826KB too big. What is the actual size limit on the email itself? This is causing emails that can be opened in gmail, Outlook, iMail, just fine, but that Zendesk is rejecting for being "too large" and cannot be pasted in manually. What is the cutoff? 

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    Carl McDowell

    Zendesk Customer Care

    Hi CJ,

    We have this article regarding Is there a character limit on ticket comments? which will also relate to the email size limit.
     
    The article states:
     

    The character limit on ticket comments using the standard agent interface is 65,535. For example, if you submit a plain text comment with 100,000 characters, it will always be truncated to the first 65,535.

     

    In accounts with Agent Workspace enabled, comments are saved in HTML format. All HTML tags and characters are included in the 65,535 limit. Truncating is not supported in Agent Workspace. This can produce unpredictable instances when the comment submission fails due to the character size limit being exceeded.

     

    If markdown or rich text formatting is enabled and in use, comments may be truncated even more. Extra characters are needed to encode any kind of formatting used in markdown and rich text formatting. Even if these characters are hidden, they still are counted towards the character limit.

     
    Let us know if you need anything else.

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    CJ Johnson

    Thanks, but when I converted to plain text I could add more characters.  I would really like to know the actual file size limitations as well, since that wouldn't happen if it was just character based. 

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    CJ Johnson

    Hi, this is now marked answered, but again, it's pretty clear there's an actual file size limitation, not a character limitation. That's what my question is about, which is still not answered. 

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    Carl McDowell

    Zendesk Customer Care

    Hi CJ,
    Let me try reaching out to the product team for the specific email size limit

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    Carl McDowell

    Zendesk Customer Care

    Hi CJ,
    The Product team have let me know the email file size limit is 64kb as mentioned on this announcement page:
    https://support.zendesk.com/hc/en-us/articles/4471491907866-Announcing-composer-enhancements 

    Email truncation alert

    You will receive a warning message if you are composing a very large email reply that is too long and exceeds the allowed size limit (64KB). This enables you to shorten the email reply before sending. Previously, email replies that exceeded the limit were truncated without warning.  This change applies to the Zendesk Agent Workspace. 

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