Inbound emails don't render HTML format in ticket comments

Issue symptoms

A requester sends an email with HTML elements, and they display as example on a ticket comment, instead of HTML formatted text such as example.

Resolution steps

The original source of the inbound email includes Content-Type: text/plain in the header and email declaration block. Therefore, the email displays plain text instead of HTML. This issue isn't specific to the product and requires a correction on the sender's end.

Advise the sender to contact their email administrator to replace Content-Type: text/plain with Content-Type: text/HTML in the email header. This action renders the HTML format in the ticket.

See Disabling and enabling rich content in incoming emails.