We use {article.body_as_html} for our tickets, which go out to the customer, e.g. when we create a ticket for the customer.
Unfortunately, it is currently the case that attachments (e.g. PDFs) are not sent to the customer when the ticket is created. However, the way we read it, this should work with {article.body_as_html}.
Question: How can we make it so that attachments are sent to the customer when an initial ticket is created for the customer?
Thank you for your reply. When a customer calls us and we open the ticket for the customer, we want to send an attachment in addition to the ticket text when the ticket is opened.
However, as far as we have seen and understood, we cannot solve this via triggers. Or have we overlooked something?