Hello all: I have a trouble, OTRS run perfectly, but when receive an e-mail with HTML format, OTRS not load HTML, and write all html labels, have you got any solution, or I may use html2txt scripts?. If I must use html2txt, OTRS let e-mails body in a temp file or load it directly to Database?. This is the trouble. I have a pair of question about OTRS: May user add a ticket in internal FAQs? Can I remove mail headers before it be load in Database? Thanks for all. Alvaro.