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

Aaron Armagost December 4, 2020

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.


Freshdesk Case: https://URL/Case/9861 Description: <div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px"><div dir="ltr">TEST SEV 1</div></div>

Requester Name:

Queue: NA SLA Response Time : March 4 2021 at 05:13 PM EST




[Acked / open]




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?

1 answer

0 votes
Allen Barnard
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 7, 2020

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:

Preformatted text

The markdown line breaks \r \n and \n\n 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](

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