Allowing attachments in tickets

<body>
<p id="docs-hc-snippet" style="display: none;">Agents and end users can send each other attachments through tickets. Zendesk Support accepts attachments from users sent invia the API,email, web form, Web Widget, and Web Widget (Classic) channels in your help center.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can enable agents and end users to attach files to tickets via email, web forms, and other channels. Configure attachment settings to control file types, size limits, privacy, and secure downloads requiring sign-in. Set expiration periods for public attachments and manage malware scanning. These options help protect sensitive data while allowing flexible file sharing in support interactions.</p>
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<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p">Agents and end users can send each other attachments through tickets. Zendesk
Support accepts attachments from users sent in <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/attachments" target="_blank">via the API,</a> email, web form,
Web Widget, and Web Widget (Classic) channels in your help center.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in a custom role</a> with
permission to manage ticket settings can configure how attachments are
handled in a number of ways, including setting privacy rules, end user
permissions, and attachment methods.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic-1__ul_s15_4nx_xdb">
<li class="li"><a class="xref" href="#topic_hcs_zmx_xdb">About email attachments</a></li>
<li class="li"><a class="xref" href="#topic_yfj_1nx_xdb">Allowing agents to attach files in emails</a></li>
<li class="li"><a class="xref" href="#topic_c2w_1nx_xdb">Allowing end users to attach files to tickets</a></li>
<li class="li"><a class="xref" href="#topic_nrp_bnx_xdb">Allowing secure downloads</a></li>
<li class="li"><a class="xref" href="#topic_x3c_ffc_jgc">Setting an expiration period for public attachments</a></li>
<li class="li"><a class="xref" href="#topic_r1p_2k5_pfc">Setting allowed file types for attachments</a></li>
<li class="li"><a class="xref" href="#topic_lv2_cnx_xdb">Attachment size limitations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hcs_zmx_xdb">
<h2 class="title topictitle2" id="ariaid-title2">About email attachments</h2>
<div class="body">
<p class="p">Agents and end users can add attachments when creating or updating a
ticket, or replying to an email notification. The attachments become
<em class="ph i">linked attachments</em>, which are links to external files
that can be used to download the attachments, if and when they’re
needed. This is the default behavior for attachments sent by email
and this is what happens when email attachments are not allowed.</p>
<p class="p">If <em class="ph i">email attachments</em> are allowed, the behavior is different.
Agents and end users can send email attachments instead of linked
attachments. Email notifications caused by creating or updating a
ticket, or replying to an email, include actual attachments, instead
of links to attachments. Email attachments appear as images and are
a preview of the first page of the file. </p>
<div class="p">There are two types of email attachments:<ul class="ul" id="topic_hcs_zmx_xdb__ul_d3f_fnx_xdb">
<li class="li">
<strong class="ph b">Inline attachment</strong>: You can drag and drop files
into the body of an email or comment. The image of
the file appears wherever you dropped the file.</li>
<li class="li">
<strong class="ph b">Appended attachment:</strong> Attachments that appear at
the bottom of a comment and that send as part of the
comment's email notification. </li>
</ul>
</div>
<div class="note">
<span class="notetitle">Note:</span> If you've set up business rules to send automated replies to end users
(with placeholders such as
<code class="ph codeph">ticket.verbatim_description</code>), any
attachments originally sent by the end user will not be included in
the automated email notification.</div>
<div class="p">All files attached via email are scanned for malware before being sent in
an email notification. If an attachment is found to include a virus,
several actions are taken. The attachment:<ul class="ul" id="topic_hcs_zmx_xdb__ul_lw2_4xv_ysb">
<li class="li">Isn't included in the email notification. Instead, the
recipient is notified that an attachment wasn't
sent.</li>
<li class="li">Won't be visible within the ticket to end users.</li>
<li class="li">Will be visible within the ticket to agents but labeled
with a malware warning and unavailable for
download.</li>
<li class="li">Will be visible within the ticket to admins but labeled
with a malware warning. Admins can download
potentially malicious attachments and choose to
override the restricted access for agents.</li>
</ul>
</div>
<p class="p" dir="ltr">The sender does not receive a notification when an attachment
is not sent.</p>
<p class="p" id="topic_hcs_zmx_xdb__p_lb4_lnx_xdb">When email attachment file size limitations are
exceeded, links to attachments appear in email notifications instead
(see <a class="xref" href="#topic_lv2_cnx_xdb">Attachment size limitations</a>).</p>
<div class="note">
<span class="notetitle">Note:</span> Some
attachments may initiate Zendesk firewall rules. For
example, if your attachment contains code, the firewall rule
may be initiated. Zendesk recommends you zip or encrypt the
file to bypass this rule.</div>
<p class="p">Here are examples of what attachments look like to agents and end
users.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hcs_zmx_xdb__table_ffb_kcf_4kb" rules="all" summary="">
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<col style="width:25%">
<col style="width:75%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e173" style="vertical-align:top;">Situation</th>
<th class="entry cellrowborder" id="d89e176" style="vertical-align:top;">Example</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e173" style="vertical-align:top;">
<p class="p">Linked email attachment in an email
notification in Gmail account</p>
</td>
<td class="entry cellrowborder" headers="d89e176" style="vertical-align:top;">
<p class="p"><img class="image img-screenshot" id="topic_hcs_zmx_xdb__image_lrn_sbf_4kb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/attach_linked.png" width="500"></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e173" style="vertical-align:top;">
<p class="p">Email attachment in an email notification in
Gmail account</p>
</td>
<td class="entry cellrowborder" headers="d89e176" style="vertical-align:top;">
<p class="p"><img class="image img-screenshot" id="topic_hcs_zmx_xdb__image_rtd_5bf_4kb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/attach_real.png" width="500"></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e173" style="vertical-align:top;">
<p class="p">Attachment in the ticket interface in
Support</p>
</td>
<td class="entry cellrowborder" headers="d89e176" style="vertical-align:top;">
<p class="p"><img class="image img-screenshot" id="topic_hcs_zmx_xdb__image_j2b_pcf_4kb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/attach_ticket_interface.png" width="500"></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e173" style="vertical-align:top;">Malicious attachment in the ticket
interface in Support (visible only to team
members)</td>
<td class="entry cellrowborder" headers="d89e176" style="vertical-align:top;"><img class="image img-screenshot" id="topic_hcs_zmx_xdb__image_wpl_1nw_ysb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ticket_attachment_malware_scan.png" width="550"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yfj_1nx_xdb">
<h2 class="title topictitle2" id="ariaid-title3">Allowing agents to attach files in emails</h2>
<div class="body">
<p class="p">The default attachment configuration allows your agents to add files to
ticket comments and email notifications as links. You can allow
agents to attach files directly to the comment. This type of
attachment is stored in Zendesk Support and is accessible from the
ticket interface. You can attach any file type you want.</p>
<div class="p">
<div class="note" id="topic_yfj_1nx_xdb__note_bnr_pjm_ncc">
<span class="notetitle">Note:</span> The types of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">comment
placeholders</a> you use in ticket triggers can
also affect whether email attachments appear as links. Use
rich text comment placeholders to allow attachments when
<strong class="ph b">Allow agents to attach files in emails</strong> is
turned on.</div>
</div>
<p class="p">You can also allow end users to add attachments to tickets (see <a class="xref" href="#topic_c2w_1nx_xdb">Allowing end users to attach files to tickets</a>).</p>
<div class="p">
<strong class="ph b">To allow email attachments</strong><ol class="ol" id="topic_yfj_1nx_xdb__ol_y51_qf4_zcb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yfj_1nx_xdb__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand
it.</li>
<li class="li">Select <strong class="ph b">Allow agents to attach files in
emails</strong>.<div class="note" id="topic_yfj_1nx_xdb__note_pbb_ct4_xdb">
<span class="notetitle">Note:</span> This
setting doesn't appear and can't be turned on if
secure downloads are allowed.</div>
</li>
<li class="li">At the bottom of the page, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">Once turned on, when an agent attaches a file to a comment, it is
included as an attachment rather than a link. Only files attached to
the current ticket comment are included in the email notification.
Files attached to earlier ticket comments are not attached to later
email notifications.</p>
<p class="p">For information about how to send an attachment as an agent, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835822618" target="_blank">Adding attachments to ticket
comments</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_c2w_1nx_xdb">
<h2 class="title topictitle2" id="ariaid-title4">Allowing end users to attach files to tickets</h2>
<div class="body">
<p class="p">You can allow end users to attach files when submitting a ticket or
replying to an email notification. </p>
<p class="p">The permissions granted to agents, described in <a class="xref" href="#topic_yfj_1nx_xdb">Allowing agents to attach files in emails</a>, apply to end
users when this setting is configured. Additionally, inline
attachments are available only for signed-in end users.</p>
<p class="p">If you don’t already require <a class="xref" href="#topic_nrp_bnx_xdb">secure downloads</a>, you can set end-user attachments
as private. Doing so requires both agents and end users to sign in
to view end-user attachments.</p>
<div class="p">
<strong class="ph b">To allow attachments from end users </strong><ol class="ol" id="topic_c2w_1nx_xdb__ol_pjq_f4x_xdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_c2w_1nx_xdb__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand
it.</li>
<li class="li" dir="ltr">Select <strong class="ph b">Allow end users to attach
files</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To require users to sign in to view end-user attachments</strong><ol class="ol" id="topic_c2w_1nx_xdb__ol_gp1_gtt_tjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_c2w_1nx_xdb__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand
it.</li>
<li class="li">Select <strong class="ph b">Private end-user attachments</strong>.<p class="p">This
setting isn't available if <a class="xref" href="#topic_nrp_bnx_xdb">secure
downloads</a> is turned on for your account. In
that case, agents and end users are already
required to sign in to view end-user
attachments.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_nrp_bnx_xdb">
<h2 class="title topictitle2" id="ariaid-title5">Allowing secure downloads</h2>
<div class="body">
<p class="p">Attachments usually aren't indexed by search engines or included in
threat intelligence platforms (TIPs) unless their URLs are publicly
shared, like in a help center article or within email notifications
to users. Regular attachments to tickets are secured using a URL
with an attachment token that is considerably complex and random,
but are visible to anyone with the URL and token. When relying on
this type of security, if an email notification is misdirected to
someone other than the intended end user, sensitive information may
be accidentally exposed. </p>
<p class="p">If sensitive documents are attached to your tickets, especially
identification documents such as passports and driver's licenses,
you can allow secure downloads, also known as private attachments.
When turned on, agents must be signed in to view attachments.</p>
<p class="p">End users can see private attachments in their tickets in help center
because they have to sign in to view their tickets. However, the attachments
will appear as links in email tickets. They'll need to click the links and sign in
to the help center to view the attachments. </p>
<p class="p">Note the following about allowing private attachments:</p>
<ul class="ul" id="topic_nrp_bnx_xdb__ul_bth_nsj_4gb">
<li class="li">Private attachments can only be used if Guide is activated. If
Guide isn't activated, private attachments prevent end users
from downloading attachments since they can't be
authenticated. </li>
<li class="li">If you allow private attachments, it will disable inline images
for users who aren't signed in, and it will also prevent
agents and admins from being able to add inline images in
Support. Inline images are disabled only for Zendesk hosted
images and not images that are publicly accessible.</li>
<li class="li">When an attachment is associated with a ticket, visibility is
restricted to users with access to the ticket.

</li>
<li class="li">In the Zendesk Agent Workspace, this setting also applies to
attachments sent as part of a live chat, but it does not
apply to web, mobile, or social messaging attachments (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842669594" target="_blank">Securing chat
attachments in the Zendesk Agent
Workspace</a>).</li>
<li class="li">To allow private attachments for messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8435939957914" target="_blank">About private
attachments in messaging</a>.</li>
</ul>
<div class="p">
<div class="note" id="topic_nrp_bnx_xdb__note_qm4_3sn_pdc">
<span class="notetitle">Note:</span> Access controls should be implemented to
ensure only authorized personnel can view sensitive
attachments, and staff should be educated on the importance
of data security and the proper handling of attachments. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888782618" target="_blank">General security best
practices</a> for more information about keeping
your Zendesk account secure.</div>
</div>
<p class="p"><strong class="ph b">To allow private attachments</strong></p>
<ol class="ol" id="topic_nrp_bnx_xdb__ol_fm4_h4x_xdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nrp_bnx_xdb__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand it.</li>
<li class="li">Select <strong class="ph b">Allow secure downloads</strong>.<div class="note">
<span class="notetitle">Note:</span> <strong class="ph b">Allow agents to
attach files in emails</strong> doesn't appear and
can't be turned on if secure downloads are allowed.
Additionally, when you turn on secure downloads,
agents can't copy and paste images from their
computer into ticket comments.
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_x3c_ffc_jgc">
<h2 class="title topictitle2" id="ariaid-title6">Setting an expiration period for public attachments</h2>
<div class="body">
<p class="p">Admins can turn on an expiration period for agent-uploaded public
attachments. Attachment expiration allows agent-uploaded attachments
to remain publicly accessible for a designated period, after which
they become private and require user authentication to access. </p>
<p class="p">This feature applies only to agent-uploaded files hosted as URL links.
Therefore, if your security policy requires all agent-uploaded files
to expire, you must turn on <strong class="ph b">Attachment expiration</strong> and turn
off <strong class="ph b"><a class="xref" href="#topic_yfj_1nx_xdb">Allow agents to
attach files in emails</a></strong>.</p>
<p class="p">Attachment expiration for public attachments provides an alternative to
<a class="xref" href="#topic_nrp_bnx_xdb">private
attachments</a>, which require end users to authenticate
before accessing attachments. This feature is particularly
beneficial for organizations with large end-user bases that prefer
not having authentication barriers for attachment access.</p>
<p class="p">When this feature is turned on, agent-uploaded attachments remain
publicly accessible for 24 hours by default, but the timeframe can
be changed. When the expiration period lapses, attachments are
private and require user authentication for access.</p>
<p class="p">This feature doesn't apply to files attached directly to ticket comments
as real attachments, images attached to macros, or images embedded
within macro comments. </p>
<p class="p"><strong class="ph b">To turn on an expiration period for public attachments</strong></p>
<ol class="ol" id="topic_x3c_ffc_jgc__ol_i5t_dxq_jgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_x3c_ffc_jgc__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand it.</li>
<li class="li">Select <strong class="ph b">Attachment expiration</strong>.<div class="note" id="topic_x3c_ffc_jgc__note_j5t_dxq_jgc">
<span class="notetitle">Note:</span> <strong class="ph b">Attachment expiration</strong> is hidden if
<strong class="ph b">Allow secure downloads</strong> is turned
on.</div>
</li>
<li class="li">In the Hours field, enter the number of hours to keep
attachments public. After this time period, the attachment
can only be accessed through a secure link that requires
sign-in.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_r1p_2k5_pfc">
<h2 class="title topictitle2" id="ariaid-title7">Setting allowed file types for attachments</h2>
<div class="body">
<p class="p">By default, when ticket attachments are turned on, attachments are
restricted to a recommended list of commonly used file extensions
that are generally considered safe. This helps protect your account
from potentially harmful files such as .exe attachments, which are
often exploited in security attacks.</p>
<div class="note" id="topic_r1p_2k5_pfc__note_as3_bcz_mhc">
<span class="notetitle">Note:</span> If your account was created before August 13,
2025, all attachment file extension types are allowed by
default.</div>
<p class="p">The list of recommended file types includes the following file
formats:</p>
<p class="p"><code class="ph codeph">har, json, 3g2, 3gp, 7z, aac, amr, avi, bmp, csv, doc, docx, eml,
gif, heic, heif, ics, jfif, jpeg, jpg, key, log, m4a, m4v,
mov, mp3, mp4, mp4a, mpeg, mpg, mpga, neon, numbers, odt,
oga, ogg, ogv, opus, pages, pdf, png, pps, ppsx, ppt, pptx,
qt, svg, tif, tiff, txt, vcf, wav, webm, webp, wmv, xls,
xlsx, xml, yaml, yml, zip</code></p>
<p class="p">You can change this setting to allow all file types or create a custom
list of allowed file types. When you change the setting, existing
tickets and attachments are not affected retroactively.</p>
<div class="note" id="topic_r1p_2k5_pfc__note_mt3_5zp_q3c">
<span class="notetitle">Note:</span> Zendesk uses industry-standard detection to
verify files based on their internal format, rather than just the
file extension. This provides flexibility; even if a file is
mislabeled (for example, a JPG file manually renamed to a PNG),
Zendesk will still recognize and accept it. As long as the file type
itself is one Zendesk supports, the upload will succeed.</div>
<p class="p">File type restrictions apply to files attached to new tickets created
through these channels:</p>
<div class="p">
<ul class="ul" id="topic_r1p_2k5_pfc__ul_lsh_t44_nfc">
<li class="li">Email</li>
<li class="li">Help center <em class="ph i">Submit a request</em> form</li>
<li class="li">Zendesk Support mobile app</li>
<li class="li">Web Widget (Classic)</li>
</ul>
</div>
<p class="p">When attachment file types are restricted, agents receive an error
message if they attempt to attach a file with a disallowed
extension, a mismatched file type and extension, or a missing file
extension. However, tickets created through email can still include
attachments without file extensions.</p>
<p class="p"><img class="image img-screenshot" id="topic_r1p_2k5_pfc__image_v15_y3p_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/file_type_disallowed.png"></p>
<p class="p">End users don't see an error if they attach a disallowed file. Instead, a
ticket is created without the attachment. Agents see a warning in
the ticket conversation and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket events</a> that
explains why the attachment wasn't included. This is true even if
the disallowed file was the only content in the ticket.</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Zendesk Support mobile app limitations</strong></p>
</div>
<div class="div panel">
<p class="p">The Zendesk Support mobile app doesn't recognize allowed file
type settings. The app always accepts the following file
types: </p>
<p class="p"><code class="ph codeph">bmp, csv, dib, doc, docx, gif, heic, heif, hif, icns,
ico, jpe, jpeg, jpg, key, numbers, odt, pages, pdf,
png, pps, ppsx, ppt, pptx, svg, svgz, text, tif,
tiff, txt, webp, xls, xls</code></p>
</div>
<p class="p"><strong class="ph b">To set allowed file types for attachments</strong></p>
<ol class="ol" id="topic_r1p_2k5_pfc__ol_zfm_cy4_nfc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_r1p_2k5_pfc__d9e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Downloads and attachments</strong> to expand it.</li>
<li class="li">Select an option for <strong class="ph b">Allowed file types</strong>:<ul class="ul" id="topic_r1p_2k5_pfc__ul_u34_ngn_mhc">
<li class="li">
<strong class="ph b">All file types</strong>: No restrictions.</li>
<li class="li">
<strong class="ph b">Only recommended file types</strong>: Restrict
file attachments to a suggested list of commonly
used file types that are generally considered
safe. Zendesk recommends this option.</li>
<li class="li">
<strong class="ph b">Only use these file types</strong>: Create a
custom list of allowed file types.</li>
</ul>
</li>
<li class="li">If you selected <strong class="ph b">Only use these file types</strong>, list the
allowed file extensions, separated by commas, without
periods. Example: pdf, jpg, png</li>
<li class="li">If you selected <strong class="ph b">All file types</strong> or <strong class="ph b">Only use these file
types</strong>, you must select the <strong class="ph b">I agree to the
potential security risk involved by allowing
all/only these file types and extensions</strong>
checkbox to continue. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_lv2_cnx_xdb">
<h2 class="title topictitle2" id="ariaid-title8">Attachment size limitations</h2>
<div class="body">
<div class="p">Email and web form attachment limits are as follows:<ul class="ul" id="topic_lv2_cnx_xdb__ul_ccq_cc5_qnb">
<li class="li">The inbound email and web form attachment limit for a
single file is 50 MB. If a file attachment exceeds
50 MB, the ticket is created without the
attachment.</li>
<li class="li">The outbound email attachment limit for a single file is
7 MB. When this limit is exceeded, Support will
process the attachment as a linked attachment
instead.</li>
<li class="li">The total of all outbound email attachments cannot
exceed 10 MB. When these limits are exceeded,
Support will process the attachment as a linked
attachment instead.</li>
<li class="li">The outbound email attachment limit for a single
<em class="ph i">linked</em> file is 50 MB. Up to 500 files can
be attached.<p class="p">If you try to attach a file larger
than 50 MB, an error message will display and
inform you that the file is too large. The
attachment will not be attached to the ticket (as
either an email or linked attachment).</p>
</li>
<li class="li">When you upload GIF files with a large number of frames,
the upload might fail with a timeout error. If this
occurs, try recreating the GIF file with fewer
frames.</li>
</ul>
</div>
<p class="p" dir="ltr">For more information about attachment types, see <a class="xref" href="#topic_hcs_zmx_xdb">About email attachments</a>. </p>
<p class="p" dir="ltr">Attachments from earlier comments are included in email
notifications as linked attachments. If you add multiple attachments
to a reply, the attachments are prioritized based on the attachment
type and size. Inline attachments take precedence over appended
attachments when calculating size limits. Note that when inline
attachments are sent as links, they still appear as images in the
body of the email notification.</p>
<p class="p"> The scenarios below describe how this works.</p>
<p class="p"><strong class="ph b">Scenario 1</strong></p>
<div class="p">Two files are attached in the following order: <ul class="ul" id="topic_lv2_cnx_xdb__ul_vzp_y4x_xdb">
<li class="li">Email attachment A (3 MB) </li>
<li class="li">Email attachment B (6 MB) </li>
</ul>
</div>
<div class="p">Behavior: <ul class="ul" id="topic_lv2_cnx_xdb__ul_cjh_z4x_xdb">
<li class="li">Files A and B are included as email attachments. </li>
</ul>
</div>
<p class="p"><strong class="ph b">Scenario 2</strong></p>
<div class="p">Three files are attached in the following order: <ul class="ul" id="topic_lv2_cnx_xdb__ul_zlc_2px_xdb">
<li class="li">Inline attachment A (5 MB) </li>
<li class="li">Email attachment B (5 MB) </li>
<li class="li">Email attachment C (4 MB) </li>
</ul>
</div>
<div class="p">Behavior: <ul class="ul" id="topic_lv2_cnx_xdb__ul_ag1_fpx_xdb">
<li class="li">Inline attachment A is sent as an email attachment. </li>
<li class="li">Attachments B and C are included as file links, as they
push the total email attachment file size over 10
MB. </li>
</ul>
</div>
<p class="p"><strong class="ph b">Scenario 3</strong></p>
<div class="p">Three files are attached in the following order: <ul class="ul" id="topic_lv2_cnx_xdb__ul_wkx_fpx_xdb">
<li class="li">Inline attachment A (5 MB) </li>
<li class="li">Inline attachment B (6 MB) </li>
<li class="li">Inline attachment C (4 MB) </li>
</ul>
</div>
<div class="p">Behavior: <ul class="ul" id="topic_lv2_cnx_xdb__ul_mbb_hpx_xdb">
<li class="li">Attachment A is included as an email attachment. </li>
<li class="li">Attachment B is included as a file link, as it pushes
the total email attachment file size over 10 MB. </li>
<li class="li">Attachment C is included as a real attachment, as it
brings the total email attachment file size to 9 MB.
</li>
</ul>
</div>
</div>
</div>
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