When a customer replies to a ticket, it is including the full HTML formatted original email response we sent to them. Although this may be handy in very rare circumstances, This adds huge bloat to the list of responses in the ticket view. Instead of having a single line reply from a customer there is the full response that we sent them in their reply pushing everything else way down the list. In the image below, it only shows half of what is taking up the responses section. I would suggest that customer replies get just whats in their response added to the system and not the email chain. This would require a note that says "ALL REPLIES MUST BE ABOVE THIS LINE" so they do not add data below the 'cut off line'
Idea No. 2436