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Mitchell13
Mitchell13
March 14, 2022
Accepted

Increasing Zendesk email file attachment size

Related products:Support
  • 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.

      13 replies

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      P
      Patrick16
      August 9, 2024

      Just had a Ticket at zendesk because our Files have been sent out as a link instead of a PDF-file. The option inside the admin-center is set, but the maximum file size is 10MB for the attachments. Above 10MB the PDF-File is always sent out as a link.

       

      We are nowadays in a world with a lot of scam and other criminal activities. Our customers all over the world expect a PDF attachment and to not want to search for a LINK and they do not want to download the PDF.

       

      They are always searching for the attachment-symbol…

       

      So, thank you for the option to send files as a PDF, but with the never mentioned limit it is nearly useless…

       

      Furthermore: A limit of 50MB is extremly low. We are working with a lot of pictures and videos and have to use third party software to share our documents..

       

      Great this topic has been reopened after nearly two years.

       

      Sydney11
      Sydney11
      August 14, 2024

      +1 we have also gotten complaints about this due to the inconsistency in our tickets. Some will be attachments and some will be links so it looks like a bug rather than intended functionality (which we can't change). We choose not to use the option for attachments as links so having it flip flop based on size does pose an issue where consistency and professionalism is key.

       

      If the setting is not enabled for links for attachments, then there shouldn't ever be a link used.

      P
      Patrick16
      August 15, 2024

      Zendesk says they can not change that as many email providers also limit their emails.

      It's a big problem for us that we have the option to choose this option without knowing a 10 MB limit. Also, it is not very professional to send an attachment today and a link tomorrow.

       

      Answer from zendesk: It is possible to change the position of this link with Liquid Markup.

       

       

      Yesterday we received a video of about 110MB from our customer in our Outlook. zendesk did not even let this mail through their system, no TIcket has been created. We do not even recieve an error regarding the ticket with that big attachment.

       

      Unfortunately, it seems that zendesk does not want to change their system according to the complaints and ideas of their own customers. There are many posts from the community with GREAT ideas and big daily problems.

      But zendesk seems to prefer to keep developing the bots and the help center.

       

       

       

      I am not a satisfied Zendesk user and customer.

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