We've noticed that if you attach an e-mail to an e-mail then send it to the mailbox that YT picks up mail for it attaches the attachments in the attached e-mail rather than just attaching the e-mail itself (.msg file) to the ticket. It also does nothing with the text in the attached e-mail. Is this the expected behavior? Can it be changed to just attach the .msg file? I realize this can get complex as different mail clients and mailservers handle attached e-mails differently.
And to be clear, if I have email1 that I send to the mailbox that YT picks up mail from and it has email2 attached to it, any attachments that were attached to either mail are attached to the ticket but only the message body from email1 is included.