Service Desk should support or warn if HTML email had markup that was stripped

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Problem to solve

Service Desk should support or warn if HTML email had markup that was stripped. Or possibly convert fully rendered incoming support ticket with markup to an image and attache to issue for reference.

Further details

• Developers / Designers will not waste hours doing the wrong task due to formatting being stripped leading to ambiguous tasks.
• Clients will be happy as faster turn around time on issues

Proposal

A few options:

• Add warning when incoming email is HTML
• Add rendered image of html email
• Convert HTML email to Markdown and Text as two separate sections
• Attach html copy of email to issue as attachment

What does success look like, and how can we measure that?

When user opens support ticket via email with yellow highlighted text, bold section and broken up by horizontal rules, it is possible for service desk assignee to understand what text was highlighted, and which text was in which sections.

Links / references