just to add to that, I already find TIRE very useful, thanks for the recent additions.
But talking about ticket systems, we use ITRS in our company and I have a similar problem, most fields are recognised, but sadly the most important one were you enter the text/mail you write, isn't saved.
If you want to test it yourself, the developer has a demo on their site.https://www.otrs.com/otrs-demo-trial/#OTRS
Scroll down to Service Agent and click on OTRS Free Demo there.
Then click on ticket in the menu bar at the top of the page and then "new email ticket".
That is the text area I wanted TIRE for in the first place, if that would work, that would make me so happy.