Table of Contents

File Storage

Niamh Ferns Updated by Niamh Ferns

Overview & Limits

Users can upload any kind of file to our file storage with a maximum of 100MB per file.*

* File restrictions differ for customers on Essential or Basic plans. These have a limit of 15MB.

File/Media Preview

File storage allows for a wide range of functionality and improvements related to user experience with file attachments. This includes:

  • Faster rendering/preview for PDF attachments
  • Thumbnails and previews for images. Even with larger images, our implementation will generate an optimised preview and thumbnail while still allowing for downloads at the original image size.
  • We now have an experimental HTML5 renderer for video/audio. This allows for media playback before you download it.*
* Subject to browser restrictions.

With our own email delivery solution and file storage, we can allow for faster generation of download links in emails. When relying on a PSA integration's file storage, this would take upwards of 10 to 20 seconds. With our file storage, this can be done in 100 to 200ms. This restriction meant that previously, these download links were not included in emails.*

* Download links within emails are possible if file storage has been enabled and files have been uploaded through the latest client/tech portal.

You can also configure the expiry time for files available through email download links under Email Delivery > Settings:

Security

We take security seriously. Any file retrieval, preview, or thumbnail image will go through our permission identity system. Only users with access to a ticket will be able to view attached files.

Download links within emails are different to our front-end portal. If you include a permission token, then downloads can be accessed by anyone within a set amount of time. Without a permission token, our system will require them to log in before they can download or view any files.

Frequently Asked Questions

"Why is an email's download token stateless? Doesn't that expose a security risk?"

Download links inside an email with permission tokens are similar to normal attached files or OneDrive's generated access links. Anyone who has received an email can download and view the file. Our admin portal provides settings for you to opt in and select the expiration time for each download token.

"Will DeskDirector charge us for the amount of space used by file storage?"

At the current stage, no. The cost associated with storage utilisation is included within your subscription.

"Is file storage regionalised?"

Yes. As with databases, it is regionalised, and each customer will have their own Azure blob container. This also ensures that your data is secure and can be deleted if you decide to leave.

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