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Engaged Sweeper II
When creating ticket templates so agents can send quick responses to common issue, we sometimes need to attach files with instructions. We use Google Drive and when selecting a file from Google Drive to the template, the process to finish the creation just hangs. Is this an issue because it is an attachment from Google Drive? If so, is there a way around this so we can use Docs, Sheets and Slides as attachments?
Engaged Sweeper II
You can add links to the template also. The problem is you link the whole URL address instead of being able to rename the link to something more simple. It is a workaround but it doesn't look very professional sometimes.
Champion Sweeper III
You can create a knowledge base article and include documents in it. You can then link to them in the ticket.

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