When the AI reads a ticket attachment, where does the content go?

Attachment images and the text extracted from documents are included in the prompt sent to Deskhero's AI provider to generate the suggested reply, in the same way the ticket text already is. For PDFs the file itself stays on Deskhero's servers. Only the text extracted from it is used. This is the same AI suggested-reply feature you already use; the attachments simply give it more to work with.