Hey Nick, sorry to hear you're having issues with this! This appears to be some content in the incoming message that is being displayed as plaintext, likely because we don't render HTML in the default ticket view for security and performance reasons. If you click on the ... menu on that ticket message and then click on Show HTML; do you see it there? Do your users submit tickets through a form page or something similar that might be appending some CSS?

If you open a ticket with us providing a copy an example message that triggers this behavior we can see about improving the display in SmarterTrack as well! Please let me know what you find out there. Have a good one!