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The break lines disappear when the customer receives a reply which makes it very hard to read.
Here is how the message looks on the customer email side:
It is very hard to read because there's no spacing in that response but if you look at the other screenshot this is how it was meant to look:
Hi @Danai Bastide ! Welcome to the community. I looked through Atlassian's Jira site and found this issue: JSDCLOUD-12293 It sounds like the issue you're having.
Feel free to vote for and watch the issue.
Hope that helps.
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