When a support ticket moves between platforms, the words usually make it across. The formatting often doesn't. Bold text becomes plain text. Bullet points collapse into a single block. Images get detached from the conversation and re-attached as files, disconnected from the context that gave them meaning. For agents and engineers trying to understand what's happened on a ticket, that information loss adds up.
This week's update to Support Fusion addresses that directly. Comments and emails now carry their formatting intact, including inline images that stay where they were placed rather than being extracted and appended separately.
Support platforms store comment and email content as rich text. Formatting is part of how agents communicate - a bold heading draws attention to a critical detail, a bullet list makes steps easier to follow, an inline screenshot shows exactly what the agent is looking at. When that content was converted to plain text before being passed to the other platform, all of that structure disappeared.
Images were a particular problem. Rather than appearing inline where they were placed in the original note, they were extracted from the content and re-attached as separate files at the bottom of the ticket on the other side. An agent on the receiving platform would see a flat block of text followed by a file attachment with no clear connection to where it belonged in the conversation. Reassembling that context took time, and sometimes the context was simply lost.
For IT partners managing tickets on behalf of clients running a different ITSM tool, this kind of data degradation means the agent on the receiving end is working with an incomplete picture of what's actually happened - across a company boundary where there's no easy way to go back and check the original.
Rich text content in comments and emails now arrives on the other platform in its original format. When an agent writes a note in Freshservice with bold text and bullet points, that note lands on the other side in the same structure. An inline image placed mid-comment stays mid-comment, in the position the original agent intended.
Email delivery has also been updated to include full sender details alongside the message content. Previously, that information wasn't carried across, which made it harder to understand the full context of an email thread when reviewing it on a connected platform. That detail now travels with the email.
Taken together, these changes mean that the communication history on a ticket is a more accurate reflection of what actually happened - which is the whole point.
The gap between what's recorded on one platform and what appears on another is a recurring friction point when two organisations are working together on the same tickets. When a partner and a client are each operating in their own ITSM tool, the fidelity of what passes between them determines how clearly they can communicate without needing to step outside their respective systems.
Rich text support closes a specific part of that gap. Agents on either side of a connection see the same content, structured the same way, with the same visual context. Engineers reviewing technical notes get the formatting that was put there deliberately. No re-attachment puzzles, no collapsed bullet points, no missing images.
This update was driven by direct feedback from teams who flagged the formatting loss as a real workflow issue - a good example of how incremental improvements in data fidelity compound into a noticeably better day-to-day experience.
If you're already using Support Fusion, this change is live and applies to all comments and emails going forward. If you'd like to see how Support Fusion connects tickets between your platforms and your clients', visit suppfusion.com to learn more or get in touch with the team.