You can include attachments to automated emails sent to the callers. Here is how:
Go to Helpdesk Manager > Notification Options > Attachments tab. Our helpdesk policy requires that we include certain documents such as EULA, disclaimer or SLA files to the automated email sent to the caller the first time about ticket allotment. And likewise, we may require including certain files when sending out the automated email about case closure to the caller.
Attachment for case allotment notification
Attachment for case closure notification