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Please tell me about the following question:
1) the user sends an email to the address specified in our service desk;
2) based on his letter, a request is created;
3) is it possible to automatically add to this created request, the original email itself, which was sent by this user?
The body of the email should be in the Description. There is no manner of attaching the email to the issue however.
There isn't any way to do this, the code processes the email into the Request, it doesn't have any need to attach a redundent copy.
Also "Email this Issue" formally known as JETI is an option. There may be other email handler apps as well.