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If Rich Text is stored, a plain text version of the content is stored as well, and used wherever Rich Text is not supported, for example in grids.If the plain text is greater than 8,000 characters or the HTML content is greater than 32,000, the description will be saved as Plain Text. If the email body contains bold, italics, underlines, bulleted lists, or numbered lists, this formatting is preserved when the body is converted to a ticket, ticket note, or task note, as long as the plain text portion of the email is less than 8000 characters, and the HTML content is less than 32,000.The incoming email processor will support Rich Text and images as follows: The images can be inline images, or attachments to the email. Many incoming emails contain Rich Text formatting and images that illustrate the customer issue.
Please inform customers and staff who use Incoming Email Processing of the expected delays between firing off an email and ticket creation to set the right expectations, and factor them into your service level agreements. If ticket creation takes more than 30 minutes, Autotask PSA will consider it an unacceptable degradation of service and take steps to remedy the situation.
If it frequently or for an extended period of time takes between 10 and 30 minutes to process an email, Autotask PSA will monitor the service and intervene as needed.