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Formatting in Private Messages not working

  • March 13, 2026
  • 5 replies
  • 89 views

  • Contributor ⭐️⭐️⭐️⭐️

Hi! 

We’ve noticed that since last week the formatting in private messages stopped working. Any links, bold text or spaces between paragraphs disappear after sending the message. Has anyone been experiencing the same?

Best answer by revathimenon

Hi ​@juliaw 

I just confirmed with my team internally and there is a known issue for this. Our team is working on a fix for the same.

5 replies

revathimenon
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  • Gainsight Community Manager
  • Answer
  • March 14, 2026

Hi ​@juliaw 

I just confirmed with my team internally and there is a known issue for this. Our team is working on a fix for the same.


Erik_
  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • May 12, 2026

@revathimenon, do you have an update on this issue? We're noticing that formatting is (still) behaving very flaky. With formatting sometimes working, and sometimes being stripped. 


DannyPancratz
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  • VIP ⭐️⭐️⭐️⭐️⭐️
  • May 14, 2026

Just experienced issues again myself and created a follow up to my previously closed support ticket around it. 

Bulleted lists and numbered lists didn’t work for my message. Spacing issues too, and probably other items. 

Seems like the fix was not actually a full fix. 


revathimenon
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  • Gainsight Community Manager
  • May 15, 2026

Hi everyone,

Sorry for the inconvenience - let me check internally on this and come back to you on this!


samanthahamlet
Gainsight Employee ⭐️
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  • Gainsight Community Manager
  • May 15, 2026

Hey everyone, 

Just an update: We have other reports around the same and the team are working on a fix for this! 

I’ll keep you updated on this, hope this helps 😊