Issue

Files can be embedded into comments in different ways. Depending on the file type of the referenced attachment, the customer notification email will display the file in the following way:

Example User commented:

Unable to embed resource: 2024-07-18 2232 - Test.pdf of type application/pdf

The above occurs when using the Attachments embedding with the following syntax:

!filename.pdf!

The formatting documentation flags this is only supported for certain file types, however it's worth noting that the Issue view displays the embedded attachment correctly.

Workaround

If the attachment is referenced using the following syntax for Links, the customer notification goes out as expected:

[^filename.pdf]

The ask

Since the UI handles both embedding methods the same way, ideally the customer notification should also consider both a valid process.

This was tested both using automations where a commend was added using this syntax:

{{#attachment}}
!{{filename}}!
{{/}}

As well as using the API to comment and referencing the file in the payload, such as:

{
    "body": "!testfile.pdf!",
    "public": true
}

The outcome for the customer notification was the same.