Not exactly, SnapCall does not add the media itself inside the ticket as an attachment, but instead does the following:
A new comment is added inside the ticket (which can be private, meaning for agents only, or public), so that agents are aware of this and can open it accordingly.
If you use Salesforce or Zendesk, media can be played directly from the viewer available on the right side of the ticket page. Because of this reason, it is very important that your agents are added to your SnapCall workspace.
This brings several advantages to both admin and agents in the CRM:
Media won't take space from your CRM, allowing you to reduce the storage used and potentially, maintaining cost low.
Media are automatically deleted after a given time frame from SnapCall. This helps you keeping the company complaint as once media are deleted from SnapCall, they are deleted from anywhere.
Agents won't need to download the file in their device in order to view it, helping them to keep their machine complaint and speeding up their work.