Plan requirement
| Subscription | Any plan |
| Access | Admin |
Attachments are on by default. What you can control is the size, whether they are private, and what happens to risky files.
Where the settings are
- Open Admin Center, then Objects and rules, then Tickets, then Settings.
- Set whether attachments are allowed at all.
- Set the maximum size.
- Choose whether attachments are private.
The size limit
Zendesk caps how large a single attachment can be, and you can set a lower limit but not a higher one. Customers sending a video of their problem will hit it, and what they see is a rejection rather than an explanation.
Where large files are a normal part of your work, a link to a file sharing service is more reliable than pushing the limit.
Private attachments
By default an attachment can be opened by anyone with the link, without signing in. That is convenient and it means a forwarded link reaches whoever it is forwarded to.
Switching attachments to private requires the viewer to be signed in and permitted. For anything carrying personal data, that is the setting you want, and it is worth checking rather than assuming.
Blocking file types
Executables and other risky types are handled by Zendesk's own protections rather than by a list you maintain. Attachments are scanned, and files identified as malicious are blocked rather than delivered.
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