Based on your feedback in the Idea Lab, we recently increased the size of attachments allowed for email messages on your hosted POP accounts. Community member Baxter made a comment that we should make a big deal out of this change, and we agree! So I'll tell you more about how email file attachments used to work, how we improved it, and how you can take advantage of this change to improve your customer service.
Previously, we limited the size of email attachments to 7MB per email message to a hosted POP account at the server level. This meant if a customer submitted an email/incident with an attachment, then one of the following scenarios resulted, depending on attachment size:
*Visual email was released in 2011. New sites after release had this by default. Existing customers had to migrate their incident workspaces to use the new Rich Text editor option.
As a result, you (our customers) submitted ideas to the Idea Lab, requesting the size limitation on email attachments be increased.
When I joined the PM team in the fall of 2013, I started reviewing ideas in the Idea Lab relating to email. Community member Ralph Sunley commented on this idea, which initially brought the issue to my attention. I started petitioning our operations team, using this idea and each new comment to raise the flag internally that the size limitations were unacceptable, and that we needed to urgently address the problem. Some of your comments (kudos to William McMahon and Wouter Willemse) really helped me build a compelling business case, reminding us of the obvious: file sizes had grown and other email services had adjusted their file size management!
All of these thoughts helped our case, too. The Community (aka you!) made my job easier...thank you for helping make this change possible!
We changed the mail server settings to set a new limit (25MB) on the size of attachments sent/received through email. This is consistent with other email providers (e.g. Gmail allows 25MB email attachment before offering storage on Google Drive) and surpasses what many of our competitors are doing. Now we can manage email file attachments that are comparable to today's standards, instead of being comparable to yesteryear. We all want to *party* like it's 1999, not send email like it's 1999!
This size limitation was adjusted on our mail servers, so any customer on any version with a hosted mailbox/POP account can take advantage of this enhancement. No upgrade needed! But keep reading...
When any mailbox is added, the default Max Attachment Size for incoming messages is set to 5000000 bytes (5MB), and this hasn't changed. In order to receive messages with larger attachments, you'll need to adjust your mailbox configuration to set the max file size as desired (up to 25000000 bytes (25MB)). You need to make this change for each mailbox where you wish to allow larger files.
CAUTION: Please consider your business, use cases, and customers' email clients before adjusting to this to a large value. Some email clients or company domains may impose limits on file sizes for incoming or outgoing email, and these limits may not match your settings. Also, large files consume more storage on the file server, which can result in increased license fees.
In summary, if you should choose to accept this mission, and modify your mailboxes to allow for larger files, then your messages will no longer self-destruct! So go forth! Update your mailboxes! Email those hefty attachments!
If you've already implemented this change, leave a comment and let us know how it's working for you.
Enjoy! #OSVCforTheWin #IdeasRock