Sysaid Stripping Email formatting in Classic mode

Hi Todd,

Thank you for letting us know about the issue with incoming emails losing their formatting.

To help us investigate further, could you please share:

• An example ticket number where this occurred

• The Account ID of your SysAid environment

• (If possible) a screenshot or copy of the original email before it was processed

Once we have these details, we can create a ticket on our side to follow up and review the behavior in more detail.

I’ve experienced the same issue — emails lose formatting when processed in Classic mode. It seems SysAid’s HTML parser or plain-text conversion is stripping styles. Did you find any fix or setting to preserve rich text formatting?

Ticket #132238

Account name: helixesg