Issue

My customers receive attachments as hyperlinks instead of regular files. 

Resolution

Two situations can cause attached files from being received as links:

  • You didn't turn on the Include attachments in emails feature in your ticket settings
    Setting.png
  • The trigger of your email uses a formatted comment placeholder, for example {{ticket.comments_formatted}}, instead of {ticket.latest_comment_rich}}, which enables attachments

    Trigger.png

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