We're experiencing the problem that customers are sending us VERY long emails - which are only partly describing the problem correctly. So we have to scroll down a long text every time we want to read the comments. In addition customers are mostly NOT very good to describe problems. So we very often need to attach additional text to the description field of a ticket to really describe the problem.
What will solve both problems at once is to keep the description field of the issue empty and attach the initial email as comment. This would allow us to create our own descriptions of the problem, reply would still work correctly in the process and we don't need to read / scroll over the initial e-mail over and over again.
As far as I understand it this is a thing of the mailbox integration feature. Can anybody think of a workaround in the workflow feature doing this with the current mailbox integration and still keep the entire notification process correct?