How to send attachments to customers when creating a new ticket?

If your customers are not receiving any files that you attach when you create a new ticket on their behalf, you'll just have to enable this setting in your New Ticket Auto-responder email notification.

Step 1: Head on over to Manage >> Notifications >> Contact Notifications, and click on New Ticket Auto-responder.

Step 2: Scroll down to Templates, and click edit next to the template you're using.

Step 3: Enable the check box next to "Include attachments" under Template options and hit Save Settings.

With this in place, your customers will now receive any files you attach when creating a ticket on their behalf.

For more information, have a look at our articles on configuring email notifications and setting up contact notifications.