Accepted

Increasing Zendesk email file attachment size

Related products:Support

Forum|Forum|4 years ago
March 14, 2022
13 replies
65 views

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.

Steven12

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.

Nicole17

Employee

Thanks for re-posting your feedback here, Mitchell and Steven. :)

M

Mark71

is the limit still 20mb? that's quite low by todays standards, it should be at least 35-50mb

S

Support42

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.

S

Stuart14

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.

Chika Chima

Product Manager

Hi @mitchell13 thanks for reaching out! And interested to learn more about this feature request

A few questions

1. For the support product the limit is 50mb for uploads. The ability to increase attachment size to 5GB, where would you want this setting lie? In admin center?

2. When increasing file size limits, that would mean you would want to increase your account storage?

3. What else do envision for having the flexibility to increase file size? Is this an account setting and/ per brand(if you have any)? What other channels would you want this capability?

4. What is your current workaround for this problem, if any?

Thanks!

Mitchell13Author

Hi @chika11 thanks for following up on this! Excited to see these questions and some attention on this use case.

1. For the support product the limit is 50mb for uploads. The ability to increase attachment size to 5GB, where would you want this setting lie? In admin center?

Yes, we’d like for this setting to exist in Admin Center and be able to control the file size limit for uploads. If the limit is increased to 5GB, for example, we’d love the ability to specify and control limits up to 5GB - ideally, possibly in 500MB increments?

2. When increasing file size limits, that would mean you would want to increase your account storage?

Volume is low for cases in which we'd need to gather large files but even so: We’d either want that to pull from a separate storage pool or we would need to consider increasing our account storage capacity. We'd be willing to solution this as a separate thread. We'd also build policy around deleting these files after troubleshooting is complete. There's no reason to retain customer's files in perpetuity.

3. What else do envision for having the flexibility to increase file size? Is this an account setting and/ per brand(if you have any)? What other channels would you want this capability?

This would be ideal for email specifically. Advanced troubleshooting interactions in which we would be troubleshooting large file issues will not happen via messaging.

It would be great to specify and control which channels have increased upload limits so we can manage our storage capacity more effectively. I don’t see a need to control file uploads per Brand, but this could be nice to have just in case too. These last two things are more nice-to-haves.

4. What is your current workaround for this problem, if any?

As of right now, we ask that the customer use whichever 3rd party file sharing platform they prefer or use. We do not offer a prescriptive solutions/suggestions if a customer does not have a file sharing method. We also don't offer seats to 3rd party platforms, like Dropbox, to our support team due to their significant cost. These interactions remain infrequent enough that it is not a major support bottleneck; however, this is not a scalable solution for us and we believe that the best end state is a larger file sharing solution through Zendesk's email support platform. We've built enough of our policy on privacy and security on the file sharing features of Zendesk, it's better to have a consistent support experience -- both for our agents and customers.

Chika Chima

Product Manager

Thank you Mitchell for answering my questions! I truly appreciate and have taken note on this

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Noelle

@chika11 Hello! I am interested in this as well. Our company frequently received 12 months worth of documents that can be large in size. We don't have a workaround and these tickets come in via email or the web form. The reason why we don't have a workaround is due to the fact that the individuals we work with can very well decide not to work with us and look for another competitor that makes this easier on them. Granted it's a petty item but the people in this industry who funnel business to companies such as ours, look for ease so we get a TON of pushback when they need to break up files etc.

Chika Chima

Product Manager

Thank you @noelle for your response and detailed feedback! We truly appreciate that. All has been documented

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