Often, customers will send emails or submit calls/requests in the portal beginning with an opening greeting such as:

"Hi,

Please help"

In vFire, the analysts can only see the first line of "Hi," so they don't get a summary of what the call is about.

A couple of viable solutions are:

1. Make the first line the subject of the original email
2. Option to remove line breaks from description field in the search view
3. Option for configurable truncation. E.g. Have an admin window where you can specify greetings and automatically remove them from the search view (but still being available to view full in case of any accidental excessive removal)