KACE Product Support

Im trying to place html in a ticket open and close email.  When I add it to the editor and save it, it looks great.. nice button.  However when I receive it its just raw html code.  I tried turning off the aggressive html filtering thing but no change. What am I doing wrong?  We cant place graphics in it either... when we first started use we had a nice company logo in email but it gets filtered out. And this was while we did not upgrade.. so what did we turn on or off?