Possible queries:
What is the limit for attachments on incoming and outgoing emails?
Need to increase the attachment limit
What happens when the attachment size limit goes beyond the threshold?
Resolution Path:
What is the limit for attachments on incoming and outgoing emails?
Freshdesk lets you send and receive emails with an attachment size limit of 20 MB/conversation for accounts on the Blossom and above plans. For Sprout and trial accounts, the attachment size limit is 15 MB.
By default, the content of the email (excluding attachments) has a 15 MB limit per conversation.
Workarounds to add attachments with size greater than 20 MB
If you are looking to attach bigger files,
- You can use Dropbox and integrate it with Freshdesk. You can hotlink any file from your Dropbox account (with unlimited file size), and use it as an attachment inside Freshdesk. This file can be directly opened from Dropbox whenever someone clicks on it, and will not be stored anywhere on our end.
- Another alternative is Drive which could also help you add files with a greater MB value.
Need to increase the attachment limit
If a customer requests for an attachment limit increase, the below features can be added from DevOps to increase the limit to 25 MB after validating the use case.
Feature code:
incoming_attachment_limit_25
outgoing_attachment_limit_25
What happens when the attachment size limit goes beyond the threshold?
Freshdesk will allow tickets to be created even when the attachments are exceeding the limit - from the email service, we now allow tickets which have attachments upto 50MB to come in, however, all attachments above 20 MB limit will be dropped and this alert will be shown in the ticket - 'Attachment(s) that exceed 20 MB limit have been dropped. Please reach out to the sender.'
This way, the tickets get created and the agents are also notified about the status of the attachment(s).