Zendesk has a maximum attachment size of 20MB per file. Zendesk will not allow us to increase this limit any further.
You have a handful of options for sharing a file that is larger than 20MB:
If you're sending a text file or an archive with mostly text files, then please compress it. Use either bz2 (preferred) or gzip (faster) compression and it should compress to a small percentage of its original size. Zip compression is fine if you're on Windows.
If this brings your file under the 20MB limit, then simply attach it to the ticket and be done. If not, then see below for more options.
Please feel free to use your own choice of file sharing service. Be aware that submitting potentially sensitive data to 3rd parties does carry a risk, so be sure to check with your security team for a properly vetted choice.
This is a fairly straight-forward option. Sign up for a gitlab.com account if you don't already have one. Then create a private project and invite the Support Engineer(s) helping you to it.
Since the attachment is applied per file, we can split that one file into many and attach all of them to a ticket.
The split command is bundled in GNU coreutils, which should be installed on all Unix-like operating systems by default. Please avoid using alternatives like winzip, winrar, 7zip, etc. We've included an example below:
# split -b <size> <source file> <prefix for new files>
split -b 19M source-file.tar.bz2 "target-file.tar.bz2."
This will create many files in your current directory such as target-file.tar.bz2.aa and target-file.tar.bz2.ab. These files can be later joined with the cat command.
cat target-file.tar.bz2.* > joined-file.tar.bz2
