Better support non-Markdown, plain text emails in Service Desk
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Release notes
Service Desk gained support for plaintext emails. This helps in situations, where Markdown or HTML can't be expected from issue creators.
Problem to solve
In the Service Desk context, issue creators may not be aware of GFM or HTML, thus sending normal text emails.
Since issues are rendered as GFM, single newlines will not create a line break. Esp. when issue creators copy stack-traces into their mail, this confronts the issue recipient with unhelpful walls of text.
Proposal
Add a Service Desk placeholder like %{EMAIL_TEXT} and an option to not append the template. Thus, it would be possible to create a template like:
```
%{EMAIL_TEXT}
```
/label …Currently, I believe the only workaround would be to include GFM/HTML instructions into the "Thank you" email and clean up formatting in the issue manually.
With a template such as the above, proper incoming GFM/HTML could be made to render properly, by simply deleting the 2 ``` lines.
Intended users
- our customers' customers
- Parker (Product Manager)
Feature Usage Metrics
Does this feature require an audit event?
No.