Since with Freshdesk there is no need to ever actually view your ticket in order to respond to it, many of our customers simply respond to the email they receive directly. However, depending on their client, often no truncation occurs when Freshdesk receives the email and processes it into a ticket on our end, so we are faced with 2-page long tickets that actually only contain 1 line of new text. It makes reading and resolving the tickets extremely difficult and time consuming and often causes me to make mistakes, especially if the customer responds multiple times in between service.
Here is a zoomed out screenshot. Even at 33%, I cannot fit the whole ticket on the screen.