feature request Possibility to format resolution text and include screenshots (especially when using a FAQ entry)

[Lyonel]

Would it be possible to format the resolution text? 

At the moment, only simple plain text can be used, which is not very user friendly, especially when sent by email via BPM.

Having the ability to format the text and include screenshots would be a big improvement! Especially when using a FAQ to resolve a request. If the FAQ used contains a screenshot or formatting, all of this is lost in the automation process. Same thing happens when sending an email via BPM after resolution.

Any feedback would be appreciated

Thanks!