How to pass Ticket Description to Email Template without converting to plain text?

[JEhritz]

Good Morning!
I am running into an issue at the moment with the Hubspot Workflow Editor, and Email Templates. Basically I need to pass the ticket description to the body of the email that i am sending out, but it is converted to plain text. The description of the ticket is something like the following:

"The following devices are offline:
Company: Acme Inc.
Facility: New York, NY

Portal Information:
Door 1 | 00162511AB34 | 2025-02-11 06:00:00 UTC
Door 2 | 00162511AB56 | 2025-02-11 06:00:00 UTC"
This is a problem because the plaintext version looks like this:

"The following devices are offline: Company: Acme Inc. Facility: New York, NY Portal Information: Door 1 | 00162511AB34 | 2025-02-11 06:00:00 UTC Door 2 | 00162511AB56 | 2025-02-11 06:00:00 UTC"
With certain places having many devices this list could become difficult to follow.
I’ve looked into writing the description into a custom property, but it seems like those will be converted to plaintext too? It is worth noting that I do NOT have access to Data Ops at the moment… Trying to avoid having to script the entire workflow out in Python.
Any ideas would be appreciated.

[00000]

Great question! It is frustrating that using HS’s workflow tool (or Zapier’s) to copy a multiline text property to a rich text property still removes the formatting. Following to see if someone shares a solution that does not involve the data ops functions in the workflow tool.
I think I saw a previous post that suggested using email modules in design manager to insert <br> if the descriptions you are editing follow a distinct pattern. Not certain if that will work here since you mentioned templates and it is an incomplete, situation solution as opposed to being one reliable solution for all cases.

[JEhritz]

I found a solution to my problem!
I just created a custom ticket property of fieldtype “html” to hold the ticket description as HTML formatted text. Then, in our email template I added an HTML-Email module, and am passing the ticket property with a token "{{ticket.propertyname}}.
Here’s what it looks like as a template (With some information omitted):

Works like a charm.

[00000]

Great work!