You'll need to link the file as an attachment when creating a comment (and using Respond to Customer as the comment type).
To do this for an already-uploaded attachment:
1. Start typing a comment
2. Use the button in the editor to link to your uploaded file
3. You'll see the markup/preview for the attachment added in your comment
4. Finish typing the comment and click "Respond to Customer"
For more information on how attachments work for Service Desk, check out this knowledgebase article.
P.S. If you feel like this answer helped, please hit the checkmark to the left to mark it as answered. This helps us focus our efforts on unsolved questions. Thanks!
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