It would be nice if you could use file attachments in ticket templates or in text modules. The file to be attached can be represented by placeholders. Unfortunately, there is no possibility for us - at least not in every case - to use links to an uploaded version of the file that is to be attached. Not every file may be publicly uploaded.
You can do that using the Knowledge Base instead. If you add attachments to a knowledge base answer and include that knowledge base answer in an e-mail (using ?? to search for the kb answer), it will add the attachments of the kb answer as attachments for the article created.
Thank you for your proposal! Does the KB answer need to be available to the public to do this? The problem is that the files I want to include should not be publicly visible. Otherwise I could upload them anywhere and just put the links into the template oder text module.
Please move technical questions to a own thread, it doesn’t fit into feature requests. This helps to keep a certain overview over things. Thanks.