Ticket attachments: limits, formats and storage

Agents and customers can attach files to any ticket message. Use the paperclip in the reply editor, or drag files onto it.

Limits per message

• 20 MB maximum for a single file
• 25 MB maximum for all files on one message
• 10 files maximum per message

These limits match what most mail servers accept, so a reply with attachments still leaves your mailbox.

Allowed formats

Documents (pdf, doc/docx, xls/xlsx, ppt/pptx, odt/ods/odp, txt, csv, rtf, md, log, json, xml), images (png, jpg, gif, webp, bmp, tiff, heic), archives (zip, rar, 7z, gz, tar), media (mp3, wav, m4a, ogg, mp4, mov, webm) and e-mail files (eml, msg).

Executables and scripts (exe, msi, bat, js, ps1, sh, apk, dmg...) plus svg and html are always refused, in both directions. Inbound e-mail attachments in those formats are dropped instead of being stored.

Storage included in your plan

• Starter: 1 GB
• Pro: 10 GB
• Scale: 50 GB

You can see the used space in Settings, under the storage meter. When the workspace reaches its quota, new uploads are refused and inbound attachments are skipped, but nothing already stored is ever deleted because of billing.

Extra Storage add-on

Extra Storage comes in three variants (net prices): +50 GB for $9 per month, +100 GB for $16 per month and +250 GB for $35 per month. You can buy several units of any variant, they stack, and each one can be cancelled independently of your plan. Buy it in Settings, in the add-ons card.

Security and retention

Attachments live in a private, per-workspace bucket. They are never public: each download uses a short-lived signed link issued only to members of your workspace. Attachments belonging to tickets that have been closed for more than 12 months may be purged, so keep your own copy of anything you must retain.