Outlook 2013 and Exchange 2010 Email formating issue for Helpdesk system

Hi all,                             Setup - Exchange 2010 / Outlook 2013

Hoping maybe someone can lead me in the correct direction, so I'll do my best to explain the issue and provide screen shots when necessary. We currently migrated to the cloud roughly a month ago and have been experiencing an odd issue with our helpdesk email service, we use TechExcel ServiceWise and accept both portal based tickets and email submitted tickets. The issue comes when a user sends an email to helpdesk@xxxxxxx.com and the message arrives to a mailbox with Outlook 2013 and then ServiceWise has a mail retrieval service that runs and spits the message out to the users in IT. It seems like in this process, the formatting of the email also gets included, *this is through internal only and helpdesk tickets generated through the portal show up clear of formatting* Some of the contents have obviously been edited for privacy, but as you can see the formatting shows up, or what I am assuming is format. I have changed the mailbox itself to use HTML and made the changes on the remote domains to follow user settings, I have also gone through numerous settings within TechExcel with their support staff to no avail. Being that external emails show up with no formatting within the ticket after sending it to the aforementioned email address, I believe this is coming from the recent migration and not ServiceWise itself. Any more points of interest to hit would be helpful as this isn't a major issue, but certainly frustrating to see on a constant basis when the handful of users send helpdesk tickets through email.

Thanks.

February 13th, 2015 8:58am

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