Managing data storage in your Zendesk account


You can monitor the data storage usage in your account and manage data storage as needed. If you reach your storage limit or expect that you will, you can remove data to free up space or you can purchase more storage to increase your limit.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise









You can monitor the data storage usage in your account and manage data storage as
needed. If you reach your storage limit or expect that you will, you can
remove data to free up space or you can purchase more storage to increase
your limit.
This article contains the following sections:

Default storage limits
How Zendesk calculates your storage usage
Monitoring storage usage
Storage notifications
Removing data to free up space
Increasing your storage limits
Buying more storage



Default storage limits

Over time, your company will accumulate a lot of data in your
Zendesk account. This data is important to you for a lot of reasons.
That's why all customers have the ability to store a default amount
of ticket data and files, along with custom objects and user data.
These storage limits exist to ensure the reliability and usability
of Zendesk services. Most customers will never use all of their
storage.


Note: Storage limits do not include call recordings (see Recording
storage).

Storage consists of these parts:


Tickets: Total size of all ticket storage
objects in the Support ticketing system.

File storage:Total size of all the files
attached to storage objects in the Support ticketing system.

Custom objects: Total size of all storage required to
support custom objects, objects records, fields,
permissions, and relationships added to the account.

Users: Total size of all storage required to support
users added to the account.

External content: Total size of all external content
brought into Zendesk.

The default storage limits include a base storage amount for
all plans and an additional per-seat allocation that varies per plan
type:












Plan
Base
storage per account
Additional storage
per agent


Support or Suite
Data
File
External content
Data
File




Team
10 GB
10 GB
100 MB
50 MB per agent
2 GB per agent


Growth
10 GB
10 GB
500 MB
100 MB per agent
5 GB per agent


Professional
10 GB
10 GB
500 MB
100 MB per agent
5 GB per agent


Enterprise, Enterprise Plus
10 GB
10 GB
1 GB
200 MB per agent
10 GB per agent





Note: If you exceed your limit, you can remove data to free up space. If you
need help making that decision, Zendesk will work with you.
Ultimately, Zendesk always reserves the right to enforce product
limits, including charging for additional usage or curtailing usage
if the limits are surpassed.



How Zendesk calculates your storage usage

Each ticket in your Zendesk account is composed of multiple data storage
objects. For example, a ticket is composed of metadata, and then
depending on what’s included in the ticket, a number of additional
data storage objects such as attachments, events, tags, and so on.
Archived tickets are
included in the storage usage calculations, but deleted tickets (via
soft delete or permanent delete) are
not. If you use custom objects, each
custom object record is calculated as 2 KB of storage. User storage is also
included in the calculations. Storage requirements for original email
messages and organizations are not
included.




Monitoring storage usage

To help you monitor storage usage on your account, Zendesk provides a
storage usage dashboard. You can use this dashboard to view your
current usage and compare it against your storage limits.
The storage usage dashboard is not available for customers with legacy
Support and Support Suite self-service
accounts.

Note: Customers who have accounts with Enterprise License Agreements (ELAs)
will see storage usage information on the dashboard, but they will
not see usage limitations or usage notifications.
To monitor storage usage

In Admin Center, click Home in
the sidebar. A summary of
your storage usage appears on the Admin Center home
page.

The summary
shows your data storage, file storage, and external
content storage as compared with the amount of
storage you have remaining. If you are over your
storage limit, you’ll see a warning symbol (!) in
the summary.

To view more details about your storage usage, click View
details. You can also follow these
instructions to view storage usage details:

In Admin Center, click
Account in the sidebar, then select Usage > Storage.

The detailed storage dashboard includes a summary of
your usage, along with charts for data storage, file storage, and external storage.


The
storage dashboard is refreshed every 24 hours, but
it can take up to 72 hours for your current usage to
be reflected in the dashboard.
The graph shows your
usage over time as compared with your storage limit.
The chart line is blue until you use over 80% of
your storage. At that point, it turns to orange. If
you exceed your storage limit, the line changes to
red.
You can hover your mouse over each data
point to get more information.

You can also
use the drop-down menus to show the chart by time
window and granularity.
Time window
options include:

Last 7 days
Last 30 days
Last 90 days
Last 365 days
Custom range

Granularity options include:

Daily
Weekly
Monthly
Quarterly



Data collection for the storage usage dashboard started in May 2023, so
your usage before that date isn't available and appears as zero on
the chart.



Storage notifications

When you’re approaching your storage limit by using more than 80% of your
storage, you'll receive an in-product warning message. For
example:

If you go over your storage limit, you’ll receive an in-product error
message. For example:

Admins who don't have permission to make billing changes will see similar
storage notifications, but they must contact a billing admin to add
more storage. For example:

To create more storage, you can do one of the following:

Remove data to free up space

Increase your
storage limit. You must be an account owner
or a billing admin to increase your storage limit.




Removing data to free up space

If it looks like you're near your storage limit, there are few
things you can do to remove data from your account to free up space.
Deletions can take up to 24 hours to show up on the storage
dashboard.
For example, you might do any of the following:

Create a ticket
deletion schedule, an end-user deletion
schedule, or buy the Advanced Data
Privacy and Protection add-on, which
includes advanced data retention policies. With
deletion schedules, which is a bundled feature,
you can have only one ticket and end-user deletion
schedule active at a time. With the add-on, you
can have multiple active schedules and also
segment by other criteria, such as brand.

Delete
users
Manually delete
tickets

Export data to a
JSON, CSV, or XML file as a backup, then
delete the data from your account.

Use the
Incremental Exports API to export the data as a backup, then
delete the data from your account.
Delete custom
object records
Remove external content from Confluence
connections, crawlers, or the
federated search API.
You can free up file storage for attachments by deleting
the tickets with attachments. You can also use the
Ticket Comments
API or create attachment deletion
schedules to automatically remove
attachments. For tickets that haven't been closed
yet, you can use the Redact comment
attachment
endpoint.
Refer to this Help and FAQs
article for additional deletion tips.



Note: Zendesk cannot help you by automatically removing unwanted data from
your account. There is no external, account-level setting to do
this.



Increasing your storage limits

Account owners and
billing admins can
purchase the More Storage add-on to increase your storage limits.
You can increase your account’s storage in the following increments:










Plans
Data storage
File storage
External content




All Suite and Support plans
500 MB
25 GB
500 MB




You may want to increase your storage limit if:

Your company is expanding. You anticipate accelerated
growth within the next few months and higher ticket volumes.
Historically, your company has needed more storage
than other companies.
Your company has a use case that creates an
exceptional amount of customer service data.
You're using custom objects with high record volume.
Your company uses a lot of external content to power your
generative search, help center search, and Agent Workspace
results.

To buy more storage, see Buying more storage.



Buying more storage

If you have an eligible sales-assisted or
self-service account, you can buy more storage
directly from the Subscription page in Admin Center or directly from
the storage usage dashboard. You must be an account owner or a
billing admin to buy more storage.
If you have a managed account, or a legacy Support or Support
Suite account, contact your account representative or click the
Request more storage link and use the automated bot
to request more storage.

This topic describes three different situations for buying more storage:

If you don't have the More Storage add-on for your
account, you can purchase it directly from the
shopping cart. See Buying more storage for the first time.
If you already have the More Storage add-on you can
increase your storage by adding more units. You can
use the shopping cart to increase your units. See
Buying additional storage units.
If you are approaching or over your storage limit, you
can instantly buy more storage directly from the
storage usage dashboard in Admin Center. See Instantly buying more storage.




Buying more storage for the first time

If you don't already have the More Storage add-on, you can
purchase it directly from the shopping cart.
To buy more storage for the first time


In Admin Center, click
Account in the sidebar, then select Billing > Subscription. Alternatively, you can click the Request
more storage link in the Admin Center
notification.
A summary of your current
subscription appears.

Click Manage.
Click the More products tab on the Subscription
page. A list of product additions appears,
including the More Storage add-on.

To learn more about
the add-on, click See how it works.



Enter the number of storage units you want to add.
Each storage unit includes: Data 500 MB, File
25 GB. External content 500 MB

Click Add to subscription. Your
subscription summary is updated to reflect the
purchase price.

Click Update subscription to purchase the add-on.
Follow the payment instructions on the Payment page to
complete your purchase. Within a
reasonable amount of time (typically 24 hours),
your storage dashboard will be updated to show the
new limit.





Buying additional storage units

If you already have the More Storage add-on you can increase your
storage by adding more units. You can use the shopping cart
to increase your units. To decrease your units, contact
Zendesk Customer
Support.
To buy additional storage units


In Admin Center, click
Account in the sidebar, then select Billing > Subscription. Alternatively, you can click the Request
more storage link in the Admin Center
notification.
A summary of your current plan
appears. You’ll see the number of More Storage
units your subscription already has.

Click Manage to make changes to your
subscription.

Enter the number of additional units to include in your
subscription. Each storage unit includes: Data
500 MB, File 25 GB
When you buy more storage
units, enter the total number of units to include
in your account, not the number you want to
add.

Click Add to subscription. Your
subscription summary is updated to reflect the
purchase price.

Click Update subscription to purchase the
additional units.
Follow the payment instructions on the Payment page to
complete your purchase. Within a
reasonable amount of time (typically 24 hours),
your storage dashboard will be updated to show the
new limit.





Instantly buying more storage

If you are approaching or over your storage limit,
you’ll see a notification on the storage usage dashboard to
add more storage. For example:

In this case, you can instantly buy more storage directly from
the storage usage dashboard.
To instantly buy more storage from the dashboard

When you see the storage limit notification, click
Add storage. A mini shopping cart
appears. This cart includes a recommendation for
the number of storage units you need to add based
on your past usage. It also shows you the amount
of storage you will have after you purchase more
units, the price for the additional units, and the
total cost to your account after you add the new
units.


Enter the number of units you want to add to your
account, then click Buy storage. When
you're buying more storage, make sure you enter
only the number of additional units you
want to add, not the total number of units you
need in your account.

Follow the payment instructions on the Payment page to
complete your purchase. Within a reasonable amount
of time (typically 24 hours), your storage dashboard
will be updated to show the new limit.




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