Format support messages and preserve blank lines

Use structure to make a report readable

The support composer is a rich-text editor for customer messages and public support replies. Start with a short description, separate it from reproduction steps with an intentional blank line and end with a clear expected result. Paragraphs are useful for distinct observations; a numbered list is useful for a sequence another person should repeat. The stored message keeps a formatted HTML representation and a plain-text representation, so the same underlying paragraph structure can be used in the conversation and a support-reply email.

Apply the formatting toolbar

Select text or place the cursor where the formatting should apply, then use Bold, Italic or Underline. Use Bulleted list for parallel details and Numbered list for steps whose order matters. Quote is suitable for a short safe error excerpt or a statement you are responding to. Formatting changes presentation, not the truth or scope of the report. Avoid placing an entire diagnostic report in a single emphasized paragraph when separate headings in ordinary text and small lists would make the action sequence clearer.

Create and verify blank lines

Press Enter to create the line or paragraph separation you intend, including empty paragraphs between blocks. Pasted plain text preserves each source newline, including consecutive empty lines. The browser and server normalize common editor structures so a bare first line followed by an empty paragraph does not collapse when saved. Email HTML uses explicit paragraph and line-break structure rather than relying only on a mail client's treatment of whitespace. Check the sent message itself when confirming the layout; the editor preview alone is not the saved result.

1. Write a short first paragraph, then add the blank line you intend.
2. Add reproduction steps and a separate expected-result paragraph.
3. Send, then inspect the saved conversation for the same paragraph spacing.

Insert links through the HTTPS control

Use Add link and enter a complete HTTPS address, such as an appropriate public documentation page. The editor rejects unsupported or executable link schemes. Select the intended linked text before opening the control when you want a descriptive label. A pasted website image or arbitrary HTML is not an attachment workflow: the application removes remote images, scripts, arbitrary attributes and unsupported formatting for safe display. Use Attach images for actual screenshot files. Do not include a private reset URL, payment URL or key-bearing API URL as a link.

Understand paste and supported formatting limits

Pasted text is inserted as plain content with its line structure preserved, then you can apply the supported toolbar styles. The server independently sanitizes every message, so hidden pasted CSS or active HTML cannot become a customer-visible formatting feature. Messages accept at most 40,000 UTF-8 bytes of formatted HTML, not 40,000 visible characters. Formatting and escaped characters consume part of that budget. If the editor or server reports that the message is too long, shorten it or split the explanation into a small number of coherent follow-ups.

Send deliberately and keep failed drafts available

Use Send reply, Create ticket or the operator's Send reply & email action as appropriate. Command+Enter on macOS or Ctrl+Enter on other keyboards (Cmd/Ctrl+Enter) also sends the current message. Wait for attachments to finish uploading before attempting to send. On a failed request, the current draft remains in the editor so you can read the error and retry. A ticket revision conflict reloads the conversation for review instead of silently overwriting newer activity. Keep a private copy of a long unsent report before navigating away, since the editor is not a promised cross-session draft archive.

Report a formatting mismatch precisely

Use a harmless sample such as First paragraph, an empty paragraph, then Last paragraph with one explicit line break. State whether the discrepancy appears in the composer, the saved conversation, the HTML email or the plain-text email, and identify the browser or mail client. Support reply emails come from noreply@ordermap.si through Resend and preserve the saved structure, but provider acceptance does not prove a particular client rendered it correctly. Do not use credentials as sample text. The comparison should isolate paragraph spacing or formatting without exposing unrelated private information.