If you have a report that includes ticket messages, but tickets created from email contain a lot of HTML tags, the message might be hard to read.

You can solve this by stripping the HTML from the messages in your report. Instead of ticket_messages.message, use:

LEFT(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(tickets_messages.message, '<div>', ''), '</div>', ''), '<p>', ''), '</p>', ''), '<br />', ''), 25) AS 'Preview'

This will strip out the most common tags inserted by email clients and make the messages more readable.