Line breaks in {{ticket.comments_formatted}}
After discussion here: https://support.zendesk.com/hc/en-us/community/posts/1260803963429-Line-breaks-in-ticket-comments-formatted- and case 6741179, I have been informed that it is not possible for the placeholder {{ticket.comments_formatted}} to retain the line breaks of the previous comment. This placeholder really is useless without being able to maintain line breaks of the previous comment. I am providing feedback here that this placeholder should retain line breaks of the comment.
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We ran into all kinds of problems with line breaks in macros in the Agent Workspace and formatting in general, ended up just removing all line breaks altogether. I suspect that our issues were tied to this, and would like to see line breaks fixed in general, as well.
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