I think no, there is no logic that can distinguish between a logo, icon or handwritten signature and valuable information.
You could try to automatically remove very small icons based on the file size, but it's not really sure.
Our support suffers from the same problem.
Thanks Stefan Hall
Yeah i thought as much. Is there any way we can attach files as individual attachments to the ticket rather than a zip file. Then the support desk can easily identify what is useful and what is not.
We have a customizing between email and ticket creation. There the 1st level can delete unimportant attachments and only the important ones will be included in work Infos. Three per work Info.
Nobody likes this manual activity, but it saves a lot of time in the whole process. Otherwise each support level would have to search the attachments again.
Of course, this does not work with the automatically assigned answers. Would be too much manual work and a bottleneck for the support process.