Plan requirement
| Subscription | Any plan |
| Access | Admin |
You can lower the maximum attachment size but not raise it above what your plan allows, and email imposes a second limit on top of that.
Where the setting is
Admin Center, in the ticket attachment settings. It shows the ceiling your plan gives you, and you can set anything below it.
Why you might lower it
Storage counts against your account, and attachments are most of it. Where customers routinely send video that nobody watches, a lower limit is a reasonable control.
Why you cannot raise it
The ceiling is set by your plan. Email adds its own limits on top, imposed by the sending and receiving mail servers, so a file can be refused before Zendesk ever sees it.
When files are genuinely large
Ask for a link to a file sharing service. More reliable than pushing against two sets of limits, and it keeps large files out of your storage. Saying so on your request form saves the exchange where a customer thinks their message arrived and it did not.
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