Thanks, i will have a look.
Sadly, the link you provided did not contain my problem. but since i'm not a native english speaker, i will try to provide a better description of the problem.
customer sends an email to the mailbox that is used to pull the tickets from.
if he attaches files to it, they get attached to the ticket in the attachment tab.
if he attaches another email (*.eml), that files text is written into the ticket right below the text of the email itself.
at first, i had the cropping feature enabled that cropped everything after the line "answer above this line". that did not only crop previous answers but any (even newly) attached (*.eml) text.
to have the text not being cropped, i disabled that feature, tested and the text of attached emails remains in the ticket now, regardless if the initial email or any reply had the (*.eml) attached, it was put below the origin text.
until i recieved a ticket mentioning an "attached email" that was neither attached in the ticket nor was the text put below the originating email.
that is my problem - this only seems to occur with (.eml) files attached. every other file gets attached to the ticket fine, regardless of the cropping feature enabled or disabled and regardless if they are attached to the initial email or any reply. i would prefer to have the (,eml) files handled as attachment as well, since they were attachments in the first place.
