Formatting of message not displaying in ticket Follow

Question

I received an email to my external support address that contained some formatting. I can see this formatting in my email client, but when I view the ticket in my Support account, the formatting is stripped. What's happening?

Answer

At this time, Support does not process HTML on inbound emails. You may view the original email from the Support ticket by Viewing a ticket's audit trail. You can confirm by checking the HTML tab on the original email.

There is currently an inbound HTML processing beta available. For more information, please see our post What is HTML email processing?

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