Issue

My customers receive attachments as hyperlinks instead of regular files. 

Resolution

Two situations can cause attached files to appear as links:

  • You didn't turn on the Include attachments in emails feature in your ticket settings

    Include attachments in emails checkbox in ticket settings

  • A trigger that sends the email uses a formatted comment placeholder such as {{ticket.comments_formatted}}. Use {{ticket.latest_comment_rich}} instead to include attachments.

    Trigger that uses the {{ticket.latest_comment_rich}} placeholder to show attachments

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