Plan requirement
| Subscription | Any plan |
| Access | Admin |
A single incoming file can be up to 50 MB, whether it arrives by email or through a web form. Outgoing email is stricter: 7 MB per file and 10 MB for the message as a whole.
| Limit | Size |
| One file arriving by email or web form | 50 MB |
| One file on an outgoing email | 7 MB |
| All attachments on one outgoing email together | 10 MB |
| Files per web form request, signed in | 500 |
| Files per web form request, not signed in | 5 |
The limit on files per request applies to end users submitting through the web form and the customer portal. The five file limit for people who are not signed in is fixed in the product as a spam measure.
Can I raise the limit?
No. The attachment size limits cannot be increased, on any plan. What you can change sits in Admin Center > Objects and rules > Tickets > Settings, under Downloads and attachments: whether agents and end users may attach files at all, whether attachments require signing in, secure downloads, how long an attachment link stays valid, and which file types you accept. There is no setting for a smaller size ceiling.
Why was a file refused that was under 50 MB?
Almost always because it went out rather than came in, where 7 MB applies. Mail servers on both sides add limits of their own as well, so a message can be refused before Zendesk is involved. For anything genuinely large, ask for a link to a file sharing service and say so on your request form, so a customer does not assume a message arrived when it did not.
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