Formatting Experience In A Workflow Screen

[Marcus Jones]

I have a group of users that are very non technical. They book travel, and I have migrated their processes into Jira to handle requests and approvals, visibility, etc. They were using the "Reply To Customer" field and are used to the formatting/editing experience there. For our approvals, I wanted to add a workflow screen to the pending approval status so the issue can be commented on and the comment and approval go out in the same email. That works great, but unfortunately the editing/formatting experience on the workflow screen is different from the experience they have in the reply to customer section. Since they aren't so technical, it is confusing them. Does anyone know if I can change that in the workflow screen OR if there is another way to do this where the editing/formatting experience matches that of the reply to customer section?

[Marcus Jones]

I realized I posted this in the wrong section so I have added a new questions in the appropriate area.