Ivan Kostov

In my view, it is a bug and I am addressing it to their support team.

Did some research and it turns out if you use {{ticket.latest_public_comment}} variable, despite having  Include attachments in email enabled, does not pass attachments to the end-user only text comments. We've managed to solve the issue by adding formatting - {{ticket.latest_public_comment_formatted}}. The downside is that the contents of the comment are displayed with Zendesk's default styling. 

Hi all,

We are experiencing the same issue with attachments. No changes were implemented prior, and the problem started appearing today.