Why do some entries in the support case response history have line breaks while others do not when viewed in a web browser?

I am reviewing the response history of my support cases through the "My Support Cases" section of my MATLAB account.

I have observed that the display format is inconsistent:

• Some cases show the email body with correct line breaks, mirroring the original email text.
• Other cases display the text without any line breaks, showing the entire content as a single, connected block of text.

How can I ensure that all case histories are uniformly displayed with proper line breaks?

Answer 1

[MathWorks Support Team]

In the activity timeline, expanded emails are displayed as text-only previews. To view the full HTML content, please click on the email subject.

Currently, HTML email settings are enabled in the internal system. Emails sent to the internal system in plain text format will be displayed as plain text. This functionality is working as designed and cannot be changed. If you want to preserve formatting such as line breaks, please send emails in HTML format.