we're currently migrating from Fogbugz and are used to a _very_ strong an convenient email workflow and UI.
A few things that I'm trying to get accomplished:
- Keep the original mail as an attachment
- format the imported comment from the email in a better visual way with a kind of 'email' header line (using a quote markup + bold header names is fine)
- create an action workflow that allows us to differentiate between comments and replies. Ideally I'd create an action that opens a comment field for the current user with a prepopulated/formatted comment so the workflow can see that this is intended as a reply and not a comment.