Hello,
We have a situation where a department of ours enters tickets for outside customers with an attachment that the customer needs to see. We setup an auto-notice template so that when the ticket is opened it sends an email to the customer with specific information from the ticket. We need the attachment that the Agent attaches when opening the ticket to send in this email as well. I've tried the %{message.files} but this did not work. I had originally thought having the customer click on the link to the ticket would be sufficient as they'd see the attachment in the ticket but our ticket server is not open to the outside world and there are no plans to open it up.
Any other ideas?
Thanks!
