When a customer forwards an email to the service desk, or a colleague drags an Outlook message onto a ticket, it often ends up as a .msg or .eml attachment. Jira shows that as a raw file, so the agent has to download it and open it somewhere else.
I’m curious how your team deals with this in practice:
- Do you see this often, or is it rare in your queue?
- Do agents just download and open the file, or do you have a rule or automation for it?
- For reported phishing emails: do those come in as attachments too, and what happens with them?
- After a migration from Server or Data Center, did you run into old email attachments that nobody could read anymore?
Full disclosure: I make an app in this area (MailView), so I’m biased. I’m not here to pitch it, I genuinely want to know what works for you and what’s annoying, because that decides what I build next.
