Freshdesk Case details sent to Microsoft Teams contain HTML code blocks, is there a way to clean?

Question

Community! I need your help to see if there is a way to fix the details of the alerts seen in MS Teams as they are wrapped in HTML code. Example: Freshdesk Case: https://URL/Case/9861 Description:

TEST SEV 1

Requester Name: Queue: NA SLA Response Time : March 4 2021 at 05:13 PM EST Priority: P1 Status: [Acked / open] Source: Freshdesk -- As you can see the description is only 'TEST SEV 1' but it is wrapped in HTML code in Teams. The alert in the OpsGenie looks fine. Did anyone see a way to clean this up?

Allen Barnard_mlfaqi · Answer

Hi Arron,

Adaptive Cards is currently used to display alert content from Opsgenie in MsTeams.  I have investigated this issue extensively and can confirm that Adaptive Cards does not support rendering of HTML (we have a feature request internal ref: HEIMDALL-4713 on the product roadmap expected to be reviewed before the end of Q2 2021)

It does however support markdown but with limitations.

Please note the following markdown is not supported:

Tables
Images
Preformatted text
Blockquotes

The markdown line breaks  
 and

are not supported, the only supported line break is a hard line break (2 whitespaces at the end of a line.)

Here is an example of text formatted with supported markdown:

Bold text: 
**Bold text string**

Italic text: 
_Italic text string_

Unsorted list:
- Item1
- Item2
- Item3

Numbered list:
1. Item1
2. Item2
3. Item3

URL with titles: 
[This is the URL title](https://example.com)