File Attachment Limits and Solutions for Large Files
Currently, there is no restriction on the number of files you can add, but there are limits on the total size of all files combined. Each individual file should not exceed 20 MB. However, when attaching multiple files, the total size must not exceed 10 MB.
General Storage Limits by Plan
| Plan | Total Storage Capacity |
|---|---|
| Enterprise | 1 TB |
| Momentum (Legacy) | 500 GB |
| Scale (Legacy) | 100 GB |
File Size Limit Scenarios
- Single File Attachment: You can attach one file up to 20 MB.
- Multiple File Attachments: Ensure the combined size does not exceed 10 MB.
Examples:
-
Case 1:
- File_1 (5MB) + File_2 (5MB) = 10MB (Valid)
-
Case 2:
- File_1 (7MB) + File_2 (5MB) = 12MB (Only one file is valid)
-
Case 3:
- File_1 (7MB) + File_2 (5MB) + File_3 (2MB) = 14MB (File_1 and File_3 are valid, File_2 is rejected)
Handling Larger Files
Currently, there is no option to increase the file size limit. For files exceeding 20 MB, consider using external storage solutions such as:
- OneDrive
- Google Drive
- Dropbox
Additional Resources
For more information on uploading files and using external storage, explore further instructions about:
- How to Upload a File in Customer Portal
- Installing And Configuring The Google Drive App
- Installation of OneDrive App
By understanding these guidelines, you can effectively manage your file attachments and utilize external storage when necessary.
BoldDesk supports various file formats, including images and documents. Each individual file must be under 20 MB, and the total size of all attachments in an email must not exceed 10 MB. BoldDesk will only process and display files up to 20 MB. Files exceeding this limit are silently dropped during ticket creation from the email. However, the support team is notified that a file was not uploaded due to size restrictions and can follow up with the customer to retrieve it.
Frequently Asked Questions
-
What happens if I upload a file larger than 20 MB?
BoldDesk removes the file and displays: “Attachments larger than 20MB or of unsupported type have been removed. Please contact the sender.” -
Can I upload multiple files at once?
Yes, but the combined size of all attached files must not exceed 10 MB. -
Can I increase the file size limit in BoldDesk?
No. There is currently no option to increase the file size limit. Use external storage for larger files. -
What is the total attachment storage available in a BoldDesk account?
The total attachment storage available in a BoldDesk account varies by plan. The Enterprise plan includes 1 TB of storage, Momentum (Legacy) includes 500 GB, and Scale (Legacy) includes 100 GB of storage for account-related data and attachments. -
What happens to oversized files when tickets are created from email?
Files larger than 20 MB are silently dropped during ticket creation from email. The support team is notified that a file was not uploaded due to size restrictions. -
Can I attach multiple photos (JPG/PNG) across all BoldDesk plans/versions?
Yes. Multiple attachments (including JPG/PNG images) are supported across the Enterprise team base plan and legacy plans, subject to the standard limits: 20 MB per file and 10 MB combined for multiple files.
