When you post a comment to a ticket it may be truncated without singe notice from Zendesk if it will find it too long. So you (and your end-users and agents) may lose a part of your comment text you submitted and be in a confidence the message is fully delivered.
At the moment, "too long" means 64Kb. In case of UTF your safe harbor may be up to 20K characters.
But since the limitation is not documented (see this and this API doc), the limit may be changed by Zendesk without any prior notice.
Official reason for such limitation is "performance issues", as per ZD Support answer.
As per my request to Zendesk, at this moment they do not find that type of our data loss is a problem. They even do not want to show a warning message for such cases.
So i added this feedback to let you know of that potential problem. And in hope to gather enough vote-ups and comments to make Zendesk change their mind.
As of possible solutions, i see 2 ways to work this limitation around in a proper way:
- Show "remaining characters" countdown somewhere near the comment text area (as decent people do).
- Save the full comment in a separate object or make it avaible by a click (e.g. "too long" emails are hidden under "Show full email" link, but not lost).
- ... what's yours?
Thank you for your support.
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