Increasing Zendesk email file attachment size
It would be great to be able to opt into allowing larger attachments in comments, up to 5GB ideally.
We support video hosting and on very rare occasions, our support team needs to gather video files from customers to troubleshoot issues they report with adding and managing those video files. The current attachment limits mean we are forced to use and consider additional support tools to gather those files.
We like the security of keeping all attachments in Zendesk where we can redact attachments once they're no longer needed and use a platform we've already vetted security checks with.
It's frustrating that we have to seek solutions outside of this platform to fill this feature gap.
I agree with Mitchell! Having the ability to accept larger file attachments in Zendesk Support without the need to use a third-party file hosting service (with security concerns) would be a great addition to the platform.
Thanks for re-posting your feedback here, Mitchell and Steven. :)
is the limit still 20mb? that's quite low by todays standards, it should be at least 35-50mb
It would be great to have the ability to have control over file size limits for file attachments, even being able to set it lower than the built-in default.
Our support team wants to be able to receive screenshots from a requester, which are typically under a few hundred KB in size, as those can help us troubleshoot technical issues.
However we do not want requesters sending us their personal documents or videos directly, as it is not the responsibility of our support people to handle these files. These attachments may contain sensitive information or research and should not be saved to our Zendesk file storage.
In our case, setting a smaller file attachment limit (such as 1 MB) would greatly reduce the instances where we have to redact the documents sent by requesters who misunderstand the role of our support team. We waste a fair amount of time redacting attachments and explaining why the attachments have been removed from the ticket.
There are quite a few times where our agents need to send large files for business transactions. Being able to send files larger than 50mb using Zendesk would be incredibly helpful.
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