Choose the channel before you format the reply
Support products place several editors beside the same conversation. A public email reply, chat message, SMS reply and internal note can have different formatting rules even when they appear in one ticket screen. The audience also changes. A note is for colleagues; a reply leaves the company.
The useful destination is therefore product plus surface plus mode. Front email is not Front comment. Zendesk ticket comment is not Zendesk email template. Gorgias email is not Gorgias SMS. A converter should name the exact route and keep send, recipient and channel decisions inside the support product.
| If you need to | Use this route |
|---|---|
| Zendesk ticket comment | Use the documented plain Markdown paste route and review the rendered comment. |
| Help Scout customer reply | Use a conservative Markdown subset and keep the message short. |
| Front outgoing email | Use clean rich text without the source app's fonts and colours. |
| Front internal comment | Treat it separately; link and formatting support differs from email. |
| Gorgias SMS reply | Use plain text and check length, links and customer context. |
Zendesk can format Markdown from a plain-text source
Zendesk documents automatic Markdown formatting for text pasted into a ticket comment from a plain-text source. Rich text copied directly from an AI page can instead leave Markdown commands visible. A predictable route is to place clean Markdown on the clipboard, paste into the ticket composer and inspect the rendered result.
This does not cover every Zendesk editor. Email templates, help-centre content and macros with placeholders have their own rules. Keep those destinations separate so a tool does not turn one successful ticket test into an unsupported product-wide claim.
Pasteful: ChatGPT to Zendesk · Pasteful: Zendesk ticket comment limits
Help Scout supports a smaller Markdown set
Help Scout supports common formatting in replies, but a customer response rarely benefits from document-sized hierarchy. Keep the output conservative: short paragraphs, emphasis where it changes meaning, simple lists, links and code where necessary. Turn complex tables into labelled lines before the customer has to read them in email or on a phone.
After pasting, read the reply beside the actual conversation. Formatting can make a response legible, but it cannot verify that the draft answers the customer's current question or avoids repeating private internal context.
Help Scout: respond to conversations · Pasteful: ChatGPT to Help Scout
Front email and Front comments are different destinations
Front's email composer has a rich formatting toolbar suitable for a clean semantic paste. Front comments are internal collaboration messages with different formatting behaviour, including different link support. Calling both outputs Front formatting hides the decision that matters.
Pasteful's current Front profile targets an outgoing email body. It keeps headings, lists, links and restrained emphasis where the composer accepts them, but it does not select recipients, write a subject, add a signature or send. A separate comment profile should wait for its own fixtures and client checks.
Front: rich text in email · Front: comments · Pasteful: ChatGPT to Front email
Gorgias makes the channel distinction explicit
Gorgias tickets can contain replies and internal notes across email, chat and SMS channels. That makes it a useful example of why support formatting cannot be one generic preset. Rich email content may need links and lists. SMS needs compact plain text. An internal note must not be confused with a customer-facing reply.
Pasteful has not published a Gorgias-specific converter yet. The product work is to capture representative fixtures for each surface, verify them in the current client and only then expose named profiles. Until that exists, use a conservative plain-text output and perform the final audience check in Gorgias.
The final support check is human
Before sending, confirm the audience, channel, greeting, customer name, links, claims, requested action and signature. Check that an internal note has not entered a public reply. Check that copied account data was necessary and that no hidden conversation text travelled with the selection.
Pasteful's job is smaller: make the clipboard handoff predictable and show what changed. The support platform remains responsible for identity, permissions, customer context and sending. That boundary lets formatting help without turning a paste utility into an invisible support automation.
- Confirm public reply versus internal note
- Confirm email, chat or SMS channel
- Open every customer-facing link
- Remove headings that make a short reply feel like a report
- Send only from the support product