Freshdesk, Help Scout, Jira Service Management Cloud, and SupportBee document different attachment size limits for different channels.
Key takeaways
- Distinguish file caps from reply totals. Freshdesk sets a 15 MB threshold for Free and trial plans, while SupportBee limits outgoing ticket attachments to 25 MB on each reply.
- Note when links replace attachments. Help Scout sends files as links in the email if the total amount of all attachments on a reply is more than 8 MB. This behavior applies to the reply channel, not to incoming requests or total storage.
- Separate file size limits from storage quotas. Jira Service Management Cloud Free plans have a file storage limit of 2 GB for each product. This is a total storage quota for the product, not a maximum size for a single attachment.
- Check the specific channel before uploading. The four tools document limits for different workflows: incoming email, reply composer, work-item attachments, and outgoing tickets. Verify which channel your office uses for screenshots and diagnostic files before assuming a limit applies.
- Verify plan-specific thresholds. Freshdesk’s 15 MB figure applies specifically to Free and trial plans. Other plans may have different thresholds, so confirm your specific plan’s rules in the documentation.
Which of these 4 help desk tools accepts the files your office needs to attach?
Each tool documents a specific channel for attachments with distinct size rules. Freshdesk states the limit is 20 MB for Growth and above plans, as noted in its troubleshooting guide Freshdesk. Help Scout documents a 10 MB limit to any individual file, suggesting cloud filesharing services for larger files, according to Help Scout. Jira Service Management Cloud sets the default maximum size of any one file at 1GB, which a Jira admin can change, according to Atlassian. SupportBee limits incoming attachments to 100mb in size, as stated in its documentation SupportBee. These figures apply to different channels: incoming email, reply composers, work-item attachments, and incoming tickets. They are not interchangeable measurements. Your office’s choice depends on matching the documented rule to your specific file sizes and sharing needs. Check your known file sizes against these documented limits before selecting a tool.
How we compared 4 official attachment help pages and their stated limits
We compared Freshdesk, Help Scout, Jira Service Management Cloud, and SupportBee using only exact sentences from their official documentation. Each tool documents attachment rules for a specific channel, and these channels are not interchangeable. Freshdesk documents rules for incoming email, where it allows tickets to be created even when the attachments exceed the 20 MB limit, from an email service, according to Freshdesk. Help Scout documents rules for the reply composer, where you use the shortcut menu to add attachments, browse and insert saved replies and Docs articles, and more!, according to Help Scout. Jira Service Management Cloud documents rules for work-item attachments, where you can also restrict attachments to be viewed by your internal team only, according to Atlassian. SupportBee documents rules for ticket attachments, where there can be any number of files, but the total size of all attachments cannot exceed 25 MB, according to SupportBee.
Filled reference table: limits and handling, one row for each publisher
The following table documents the specific attachment size rules and handling behaviors for four help desk tools, based strictly on their official support documentation. These figures are not interchangeable; they apply to different channels such as incoming email, reply composers, or work-item attachments.
| Publisher and product | Documented size rule | Scope and related handling |
|---|---|---|
| Help Scout — Help Scout | 10 MB for an individual file (HD05F05); reply attachments totaling more than 8 MB are sent as links (HD05F06) | Reply composer: use the shortcut menu to add attachments; open it with / or the + button (HD05F07–08). |
| Atlassian — Jira Service Management Cloud | Default maximum 1GB for one file, changeable by a Jira admin (HD05F09); Free-plan file storage is 2 GB for each product (HD05F10) | Attachments can be restricted to the internal team (HD05F11); uploads alongside a request require the Attachment field on the request type (HD05F12). |
| SupportBee — SupportBee | Incoming attachments limited to 100mb (HD05F13); outgoing attachments limited to 25 MB (HD05F14), with any number of files totaling no more than 25 MB (HD05F15) | Both size limits apply to each reply, not to the whole ticket (HD05F16); drag a file anywhere in the message box to attach it (HD05F17). |
Freshdesk states the limit is 20 MB for Growth and above plans according to Freshdesk. For Free and trial plans, the threshold is 15 MB according to Freshdesk. Any attachments/inline images sent out from Freshdesk (Ticket replies, outbound emails, notifications) can be accessed only after logging in, for both agents and customers if the secure attachments option is enabled under security settings according to Freshdesk.
If the total amount of all attachments on a reply is more than 8 MB, we send the files as links in the email instead of attachments to the email according to Help Scout.
Review the table to identify which channel matches your current file-sharing workflow.
Which documented attachment workflow suits your office requests?
Match the documented workflow to how your staff actually send files. If your team submits requests through a form, check whether the request type includes the Attachment field, as Atlassian notes that customers can upload attachments alongside a request when this field is present. This setup step is specific to the Jira Service Management Cloud documentation provided.
For teams replying to conversations, the method of adding files matters. Help Scout documents using the slash command (/) to open the menu or clicking the plus sign (+) at the bottom of the reply text box to add attachments. This is a specific interaction pattern for their reply composer.
If your office relies on drag-and-drop for speed, SupportBee states that you can drop a file anywhere in the message box and it will automatically attach. This workflow is distinct from menu-based selection.
When evaluating suitability, consider the scope of the limits. SupportBee clarifies that both size limits are measured on each reply, not on the whole ticket. This distinction affects how you plan file submissions across multiple messages in a single conversation.
Editorial advice: If your diagnostic files are sent individually in a reply, the reply-level measurement in SupportBee documentation is a relevant constraint to check against your file sizes. If your staff submit initial requests on a form, the presence of the Attachment field in Jira Service Management Cloud is the documented requirement for enabling that upload path. Do not assume that a file size limit applies uniformly across all channels or products; each documented rule applies to its specific context.
Check your current file submission habits. If most files are sent as part of the initial request, prioritize tools where the request form explicitly supports attachments. If most files are sent during troubleshooting replies, prioritize tools where the reply composer has a clear, documented method for adding files. The specific mechanism—whether it is a form field, a slash command, or drag-and-drop—should align with how your team naturally works.
How setup and sharing affect attachments in the quoted documentation
Setup choices in the documentation directly control how attachments are accessed and stored. For Freshdesk, the "secure attachments" option is a specific setting that changes access requirements. If this option is enabled under security settings, any attachments or inline images sent out from Freshdesk, including ticket replies, outbound emails, and notifications, can be accessed only after logging in. This applies to both agents and customers. According to Freshdesk, this login requirement is conditional on that specific security setting being active.
In Jira Service Management Cloud, the default maximum size for any one file is 1GB, but your Jira admin can change this limit. According to Atlassian, this configurability means the size rule is not fixed for every instance; it depends on what an administrator sets. Additionally, the Free plans for Jira and Jira Service Management have a file storage limit of 2 GB for each product. According to Atlassian, this storage limit is a total capacity constraint for the product, distinct from the single-file size limit.
These setup elements show that attachment handling is not uniform. The Freshdesk example ties access to a security toggle, while the Jira examples tie file size and total storage to administrative configuration and plan selection. Check whether your Jira admin has changed the 1GB default and confirm if your Freshdesk instance has secure attachments enabled.
Illustrative example: checking a 10 MB file and an 8 MB file
Picture one reply with a 10 MB file and an 8 MB file. The 10 MB file meets a 10 MB individual-file ceiling. Together the files are more than 8 MB, so a rule that sends links when a reply total is more than 8 MB would send links instead of attached files. Both files sit under a 25 MB outgoing total. A separate 20 MB file would fit under that 25 MB outgoing total and would sit above a 15 MB threshold. A 100 MB file sits at a 100 MB incoming ceiling. A 2 GB storage quota is a product total, not a single-file cap. A default maximum of 1 GB for one file is a different rule from each of those ceilings. Compare the channel you use today with the ceiling that matches it.
Your next step: compare file sizes and sharing needs before choosing
Today, check the size of the office screenshots and diagnostic files you already know you need. Note whether staff will send them by email or a request form and who should see them. Then compare those needs with the filled table. No signup, payment or settings change is required for this check.
Incoming attachments (tickets sent to your SupportBee) are limited to 100mb in size, according to SupportBee. When attaching files to outgoing tickets, there is a limit of 25 MB to the attachments, according to SupportBee. These figures apply to SupportBee tickets specifically.
Use the file sizes from your existing office documents to test against these limits. If a diagnostic file exceeds 25 MB, it cannot be attached to an outgoing SupportBee ticket. If a screenshot exceeds 100mb, it cannot be sent as an incoming attachment to SupportBee. This is an editorial recommendation: verify your file sizes against the specific channel limits before selecting a tool.
Do not open unfamiliar attachments or create an account to perform this check. Use the file sizes you already have on your local drive. Note the sharing requirements for each file type. Some files may need to be visible to the internal team only, while others may be shared externally.
FAQ: attachment limits for an internal office help desk
Is a file-size limit the same as total help desk storage?
No, the documentation distinguishes between the maximum size of a single file and the total storage capacity available for a plan. For Jira Service Management Cloud, the default maximum size for any one file is 1GB, which a Jira admin can change, according to Atlassian. Separately, the Free plans for Jira and Jira Service Management have a file storage limit of 2 GB for each product, according to Atlassian. These are distinct metrics: one defines the ceiling for a single upload, while the other defines the aggregate space for all files within that specific product on the Free plan.
What happens to Help Scout reply attachments totaling more than 8 MB?
When the total amount of all attachments on a reply exceeds 8 MB, the system sends the files as links in the email instead of attachments to the email, according to Help Scout. This behavior applies specifically to the reply composer. The documentation notes a 10 MB limit to any individual file, stating that cloud filesharing services are better suited for sharing larger files, according to Help Scout. Therefore, if you attach multiple files that sum to more than 8 MB but each remains under 10 MB, they will be delivered as links rather than direct email attachments.
Do Freshdesk Free and trial plans have the same limit as Growth?
No, the limits differ by plan. For Free and trial plans, the threshold is 15 MB, according to Freshdesk. The limit is 20 MB for Growth and above plans, according to Freshdesk.
Can the internal team be the only viewers of Jira Service Management attachments?
Yes, you can restrict attachments to be viewed by your internal team only, according to Atlassian.