How External Storage Integrations Work in BoldDesk

External storage integrations allow agents and customers to select files from a supported cloud storage provider and associate them with BoldDesk tickets or knowledge base content.

Instead of uploading the file as a standard BoldDesk attachment, the integration links the file from its external storage location. This is useful when users need to share files that exceed the supported direct-upload limit or want to continue managing the source file through their storage provider.

BoldDesk supports the following external storage integrations:

Microsoft OneDrive
Google Drive
Dropbox

For installation and configuration instructions, refer to the article for the applicable storage provider.

Understand Direct Uploads and External Storage Files

BoldDesk supports the following file-selection methods:

Method	How it works	Recommended use
Upload from computer	The file is uploaded directly to BoldDesk and is subject to BoldDesk attachment limits.	Use for standard files that are within the supported attachment limits.
External storage integration	The file is selected from OneDrive, Google Drive, or Dropbox and linked from its source location.	Use for larger files or files that must continue to be managed through an external storage provider.

External storage files remain dependent on the source file and the access settings configured through the storage provider.

Supported External Storage Integrations

Integration	General purpose	Supported locations
Microsoft OneDrive	Search for and attach files stored in OneDrive.	Tickets, replies, notes, knowledge base articles, and supported Customer Portal attachment workflows
Google Drive	Search for and attach files stored in Google Drive.	Ticket creation, replies, public and private notes, knowledge base articles, and supported Customer Portal attachment workflows
Dropbox	Select and attach files stored in Dropbox.	Supported ticket and Customer Portal attachment workflows

The available locations may depend on the installed integration, portal, user permissions, and the capabilities supported by the individual storage provider.

Microsoft OneDrive Integration

The Microsoft OneDrive integration allows users to search for and select files from OneDrive without leaving BoldDesk.

Agents can use the OneDrive file picker in supported ticket and knowledge base editors. Attached files are listed in the applicable Files tab for the ticket or article.

Review the sharing status before attaching a private OneDrive file. Selecting a private file may change its sharing state so that users with the generated link can access it. To withdraw access, update the file’s sharing settings directly in OneDrive.

For installation and detailed usage instructions, explore more on:

Google Drive Integration

The Google Drive integration allows users to search for and select files from Google Drive.

Depending on the configured integration and user permissions, Google Drive can be used when:

Creating a ticket.
Replying to a ticket.
Adding public or private notes.
Creating or editing knowledge base articles.
Adding attachments through supported Customer Portal workflows.

The Google Drive integration requires the applicable Google APIs, OAuth configuration, and BoldDesk app installation.

For setup and detailed usage instructions, learn more on:

Dropbox Integration

The Dropbox integration allows users to select files stored in Dropbox and associate them with supported BoldDesk ticket workflows.

The Dropbox option appears only after the integration has been installed and made available for the relevant portal or user.

For installation and usage instructions, explore further information on:

Understand File Access and Availability

A file attached through an external storage integration remains dependent on the source file and its sharing permissions.

Users may lose access to a linked file when:

The source file is deleted.
The file is moved and its shared link becomes invalid.
The owner removes access.
The file is changed from shared to private.
The connected storage account is disabled or disconnected.
The storage provider blocks or expires the shared link.
The user opening the file does not have the required provider-side permission.

Installing a storage integration does not override file permissions configured in OneDrive, Google Drive, or Dropbox. Confirm that the intended recipients can access the file before sending the ticket response or publishing the article.

Understand File Size and Storage Behavior

Files uploaded directly from a computer are subject to BoldDesk’s attachment-size and account-storage limits.

External storage files are linked from the provider instead of being stored as ordinary BoldDesk file uploads. This makes external storage suitable for files that exceed the supported direct-upload limit.

However, linking an external file does not increase the file-size limits for:

Files uploaded directly from a computer.
Attachments received through email.
Files sent as ordinary email attachments.
Other workflows that do not use an external storage integration.

For the current direct-upload limits and plan-based storage limits, explore further information File Attachment Limits and Solutions for Large Files.

Limitations of External Storage Integrations

Consider the following limitations before using an external storage integration:

The applicable integration must be installed before its file-selection option appears.
Users may need to authorize or sign in to the external storage provider.
File availability depends on the source file and provider-side permissions.
A deleted, moved, restricted, or unavailable source file may no longer open from BoldDesk.
BoldDesk does not control provider-side sharing, retention, security, or link-expiration policies.
External storage links may not behave like ordinary email attachments.
Recipients may need permission or provider authentication to open restricted files.
Features may vary between OneDrive, Google Drive, and Dropbox.
Installing one storage integration does not automatically enable the other providers.

Choose the Appropriate Attachment Method

Use a direct BoldDesk upload when:

The file is within the supported attachment limit.
The file should remain available as a standard BoldDesk attachment.
The recipient should not depend on access to an external storage account.
The file does not require continued management through a cloud storage provider.

Use an external storage integration when:

The file exceeds the supported direct-upload limit.
The source file should remain managed through OneDrive, Google Drive, or Dropbox.
The file may need to be updated or access-controlled through the storage provider.
A link to the externally stored file is appropriate for the workflow.

Frequently Asked Questions

Which external storage providers does BoldDesk support?
BoldDesk supports Microsoft OneDrive, Google Drive, and Dropbox for supported external file-selection workflows.
Why do I see only the “Upload from my computer” option?
The external storage options appear only after the corresponding apps are installed and available for the applicable user or portal.
Are external storage files copied into BoldDesk?
No. Files selected from OneDrive, Google Drive, or Dropbox are linked from their source storage location rather than uploaded as ordinary BoldDesk attachments.
Can I use external storage for files that exceed the direct-upload limit?
Yes. External storage integrations can be used to associate larger files with supported BoldDesk workflows because the files are linked from the provider.
Does an external storage file consume BoldDesk attachment storage?
Because the file remains in the external storage provider and is linked rather than uploaded as an ordinary attachment, its source content remains managed through the provider. Refer to the applicable subscription and attachment-storage documentation for how BoldDesk calculates account storage.
Can every recipient open an externally linked file?
Not necessarily. Access depends on the sharing permissions applied to the source file. Confirm that the intended recipients have access before sharing the file.
What happens if the source file is deleted?
The file may no longer be available through BoldDesk because the BoldDesk reference depends on the source file and its shared link.
Can installing a storage integration make private files public?
Sharing behavior depends on the provider. In particular, review OneDrive sharing carefully because selecting a private file can change its sharing state. Confirm the file’s provider-side permissions before attaching it.
Do agents and customers have the same storage options?
Not always. The available providers and attachment locations depend on which integrations are installed and which workflows each provider supports.
Can I increase BoldDesk’s direct attachment limit by installing a storage integration?
No. Installing an external storage integration does not change the direct-upload limit. It provides an alternative method that links the file from the external provider.

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