Emoji in client emails cause complete note failure

This has been a constant issue but I wondered if anyone had found a workaround yet. We allow our clients to reply to tickets via email, and the email reply can also re-open the ticket. 

We get a LOT of people who reply to a ticket with a "Thanks!" and smiley face emoji. That causes the ticket to re-open, but no note is included.

Is there any way to strip emojis out of an email before WHD processes it?

  • Web Help Desk does enable you to manipulate text in mail via Java Regex within Setup > E-Mail > Options > Incoming Mail but it is a bit of a dark art.

    You could change the actual Mail account being used to be not HTML based, set it as just Text or Rich Text and emojis should be stripped out of converted to text equilivents.