Does the AI look at files attached to a ticket when it suggests a reply?

Yes. When Deskhero generates an AI suggested reply, it can now read the ticket's attachments as well as the message text. It looks at attached images (such as screenshots and photos) and pulls text out of attached documents (PDF and Word files) so the suggested reply can take what is in those files into account. This happens automatically in the background. There is nothing to switch on in the ticket.