Issue Summary

The rich-text editing experience isn’t consistent between the agent view and the customer portal in JSM. Features like checkboxes, status macros, and text formatting work well for agents but are missing or limited for customers.

Expected Results

The customer expects these feature across Customer Portal, ensuring:

• A consistent experience for both agents and customers

Actual Results

Many formatting features that exist in the agent view (Jira native editor) are missing in the Customer Portal view:

• Checkboxes: Not supported in Customer view

• Dates: Not supported in Customer view

• Expand macro: Not supported in Customer view

• Status macro: Not supported in Customer view

• Text alignment options: Not supported in Customer Portal.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available