Zendesk:

Please include some sort of Markup capabilities into the End User Instructions Text.
As it is, it is not even acting upon line ends, so I have absolutely no way to structure my instructions.

This here would be much simpler to understand (and harder to pass over)

If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Form Axon Ivy Platform.

Only if your company has an Application Support Contract with us should you choose SLA Tickets.

than this here:

If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Axon Ivy Platform. ONLY if your company has an Application Support Contract with us should you choose SLA Tickets.

Thanks for your consideration.