Font/Size Selection within "Blank Reply" Template & Ticket Notification OTRS_CUSTOMER_EMAIL[5] Window

[tupson]

Unsure why my original post on this (last September) was locked as there wasn't any solution to the matter given. Reposting:

Question 1: No matter what we try within a "Blank Mail Response Template" for replying to tickets, it never holds the Font-Face and Size we specify; at which, when replying - all other components (Salutation, Signature) utilize the Font-Face and Sizes directed, but then the body of the reply is always some small unformatted font that is about Size: 10x when the end-user receives our reply.

Is there a way to properly address this?

Image - https://oge.box.com/s/ktgonnk8bli17xldqv01skbskdb7fysm


Question 2: In our "Ticket Notification" to engineers, we have the following configuration set:

Ticket Preview:

Sender: <OTRS_CUSTOMER_From>

Subject: <OTRS_CUSTOMER_Subject>

Issue/Request: <OTRS_CUSTOMER_EMAIL[5]>


When an engineer receives the ticket, it follows this structure, but the <OTRS_CUSTOMER_EMAIL[5]> portion does a sentence break way before the actual frame ends. Is it possible to adjust the formatting of this dialogue window, so it uses the entire frame and is easier to the eye.

Example:

Image - https://oge.box.com/s/ka4zienrmvrhfmniy3ej8ndync56g7ul