Storage
Every organization has one storage total, shared by all its workspaces and apps. You can see it on the Overview page of the admin dashboard.
What counts
Storage counts two things:
- Files your team and your customers add: email attachments, images in emails, chat uploads, macro and article attachments, Knowledgebase brand assets, and Playbook covers and uploads.
- Messages and search data your organization stores: the text of every message, the search data built from it, and your Knowledgebase articles and crawled pages.
The Overview page shows the two parts — files, and messages and search data — beside the total.
People’s profile photos don’t count, and neither do the organization and workspace logos set in the admin dashboard. Logos and images uploaded in Helpdesk, Knowledgebase and Playbook do count.
Deleted tickets keep counting until the trash is emptied, one month after they were deleted. The Overview page shows how much of your storage is in the trash and when it starts to free.
Free plan: 1 GB
The free plan includes 1 GB of storage.
| Storage used | Your team’s uploads | Customer emails and chat |
|---|---|---|
| Under 1 GB | Saved | Saved, with their files |
| 1 GB to 1.5 GB | Not saved — “Storage full” | Saved, with their files |
| Over 1.5 GB | Not saved | Saved, but their files are not |
- Customer messages are always saved and can always be answered, whatever your storage. Nothing is bounced back to your customer.
- Past 1.5 GB, a customer’s attachments are not saved. The ticket lists each file that was left out, with its name and size, so you know to ask for it again. Images inside an email are replaced with “Image not saved: storage full”. A very long message keeps its first 64 KB of text.
- In live chat past 1.5 GB, a visitor who tries to send a file is asked to describe it in their message instead. Your team sees a note on the conversation naming the file.
- A file that was not saved can’t be recovered later. Upgrading, or freeing space, starts saving files again straight away.
- Nothing you’ve stored is deleted because storage is full.
The organization’s contact gets one email when storage is nearly full (80%), one when it is full, and one when customer files stop being saved — at most one of each a month.
To free space, delete tickets you no longer need; the space frees when the trash is emptied a month later. To remove the limit, upgrade to a paid plan.
Paid plans: unlimited, under fair use
Paid plans and trials have no storage limit. Nothing is ever refused because of storage.
Fair use is 100 GB per paid seat, across all your subscriptions, counted the same way as above. If your organization goes past it, we’ll contact you to talk about it. We won’t refuse your files or charge you for storage without your agreement.
Limits on every plan
- A single email can be up to 15 MB in total, and a chat file up to 10 MB.
- A message body is stored up to 1 MB. If an email is longer, the first 1 MB is shown in the ticket and the whole message is attached as a
.txtfile, so nothing is lost.
Inactive free organizations
If nobody has signed in to a free organization for 11 months, and it has no paid plan or trial, we email its owner. If still nobody signs in, the organization is deleted once 12 months have passed — never less than 30 days after that email — and its data is erased 30 days after that. Signing in at any point before then keeps it. Organizations with a paid plan or a trial are never deleted for being inactive.