Only attachment in ticket, not original text and response layout gone?

Today I got a ticket. I always also get a copy send to my the technical email address.
Normally this is exactly the same. But with the new version something strange happened.

The customer put text in his mail to the ticket system and there were 2 attachments. Attachtsments were one email and a details.txt file.
In the ticket system, the customers text as not to be found.
The email attachment was placed as ticket text in the ticket system, which should have been place as attachment.
And the details.txt attachment was placed as attachment so this one went correctly.

The text from the customer in his email, was however nowhere to be found.

So I answered the ticket and closed it. This is issue 1.

Issue 2:
After that I looked at the ticket if I had not forgotten anything and then I saw my text layout was totally gone. Everything was without returns or alinea's.
I've attached a screenshot of my response. The white spaces are email addresses I removed from the screenshot.
Never had these issues with the previous version.
I'm sorry, I uploaded the screenshot twice by accident, and can't seem to remove one of them.