Don't see answers from customers, only an empty reply

Question

Dear Community,

somehow we cannot see the answers on a service desk ticket from some customers. There's always an empty message where you can only see the signature.

What could be the case? We have not changed anything.

Thanks in advance.

Best regards 
Constantin

Constantin Imas · Answer

Hi Mike,

thank you for your input.

We could find the issue. Our customer replied in an wrong way. So there are no issues with the product.

But thank you anyway :)

Mike Clarke_wybik5 · Answer

Weird, is it the same customer or a range of customers?

Do you know how they're adding comments? i.e is it directly through the portal or by a reply email? I wonder if it's via email if it's font/signatures etc that might be interfering

Not really an answer but just thoughts that popped up