Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent |
You can attach a file up to 20 MB, but nothing inside it is searchable and the AI cannot read it. Usually the content belongs in the article itself.
Can I put a document in an article?
You can attach one. In the article editor, open Article settings, go to Placement, scroll to Attachments and click Manage attached media, then Upload media and Attach media. The limit is 20 MB per file. A viewer from a document service can be embedded too, if your theme allows it.
What the reader loses either way
Content inside an article attachment is not included in help centre search, so nobody finds the answer by searching for it. Generative answers and generative search cannot read attachments either, so the document is invisible to the AI as well. It does not translate with the article, reads badly on a phone, and goes out of date separately from the text around it.
So what should be in the article?
The content. Almost every embedded document is a procedure or an explanation that works better as text: findable, translatable, readable on any screen, and editable without another program. Zendesk's own advice for the AI features is the same, embed the attachment's content in the article.
When the file is the answer
A form somebody must print, complete and sign. A spreadsheet they fill in and send back. A document that must go out exactly as issued. There the file is the thing being delivered, not a container for text.
If you attach one anyway
Say in the article what it contains and when it was last updated, so somebody can decide whether to open it.
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