We sometimes have an odd issue with replying to clients via the ticketing system. We use snippets a lot and we've run into the formatting issue we've seen once again so I'd like to formally ask if anyone else has these kinds of issues, and is there a fix? We have seen this without snippets, but that is harder to document.

Specifically, when we create a snippet, we have hand typed each agents snippet out in the snippet editor, and then stylized the proper areas with formatting options. There is no extra formatting being inserted by a copy from another program, as the data is being manually entered. When we then use the snippets, the snippet inserts perfectly fine, or so it seems. We take a couple of the fields (The bold text in the screenshot below) and replace them with account/user specific information. Then we send the email and at times, the email will look similar, but not correct. I've done a test email, where i just create a blank ticket, and send the snippet to myself. works fine. Usually this happens most notably when we send an email and there is the existence of quoted text. We usually clear all of that out BEFORE inserting the snippet.

I've attached two screenshots showing the snippet itself, and another showing what was actually received through outlook. Does anyone have this issue with out without snippets? We are just wondering if there is an issue somewhere with the editor grabbing extra formatting somehow when replying, as that is the only time we really know we've seen it.