Being a long term user, we've always had issues with HTML messages incoming.
Sirportly (or the underlying Ruby lib that converts it) does a very bad job of converting HTML only messages to text.
Often formatting is completely lost meaning all text is just in one massive line.
Break lines often are completely ignored too.
Other software suites seam to manage this just fine and more often than not, we have to ask customers to login to their portal and submit again or to send in a blank message retaining the subject - not ideal.
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