Many of our customers interact with our team exclusively via email, so when we attach files, they're "unable" to view them. Having to re-introduce the concept of logging in to Service Desk every time we attach an image or file can be taxing on the team. Many of our customers aren't technically savvy, so teaching them to use a new system is often harder than sending an email directly or redirecting them to document storage.

I don't know if this is a bug, I'm using the feature wrong, or I'm creating a feature request. I would love to be able to toggle this on or off for our install, or have the option to make attachments public by default. Something like that.