Formatting Issues with response in Conversation API

Product
,
1

Pretext > Using Freshdesk as a ticketing solution for our company. Recently integrated with Freshdesk Rest APIs to support a Ticket History feature on company’s app platforms with capability to see older conversations in the tickets and to reply to open tickets from the app itself.

Problem Statement > While using conversation API to fetch messages from support agents and users, the body text in API response doesn’t accommodate line breaks. We’re not able to figure out where a para ends, there are inconsistent spaces between text in the response when a line break is added by agent or user.
HTML body response has a lot of additional information(redundant/garbage) appended which we’re not able to use because of all the conditions we’ll have to put to make it useful.

API Endpoint > /api/v2/tickets/[id]/conversations
Reference Documentation > Freshdesk

Sample Response >

[
    {
        "body": "<div style=\"font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px\"><div dir=\"ltr\">\n<div dir=\"ltr\">\n<span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif' dir=\"ltr\">Dear Customer,</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>Thank you for writing in.</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>We understand that you want to withdraw the Freecharge Wallet Balance to your bank account.</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>As per the RBI guidelines, withdrawal to bank account is available only for Freecharge Full-KYC users.</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>In the meantime, you can use your Freecharge balance to pay for goods &amp; services at Freecharge, merchant website/outlets.</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>For more details, kindly refer the following link - <a href=\"https://support.freecharge.in/kyc\" rel=\"noreferrer\">https://support.freecharge.in/kyc</a></span>\n</div>\n<div dir=\"ltr\">\n<span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'></span><br>\n</div>\n<div dir=\"ltr\">NOTE: For more information drop us an email from registered email id.<br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>If you have any other queries, please visit the Help &amp; Support section on Freecharge platform.</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>Happy Freecharging,</span><br style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'><span style='font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif'>Customer Success Team</span>\n</div>\n<div dir=\"ltr\"><br></div>\n</div></div>",
        "body_text": "Dear Customer,  Thank you for writing in.  We understand that you want to withdraw the Freecharge Wallet Balance to your bank account.  As per the RBI guidelines, withdrawal to bank account is available only for Freecharge Full-KYC users.  In the meantime, you can use your Freecharge balance to pay for goods & services at Freecharge, merchant website/outlets.  For more details, kindly refer the following link - https://support.freecharge.in/kyc     NOTE: For more information drop us an email from registered email id.  If you have any other queries, please visit the Help & Support section on Freecharge platform.  Happy Freecharging, Customer Success Team",
        "id": 84114993351,
        "incoming": false,
        "private": false,
        "user_id": 84016973869,
        "support_email": "care@freecharge.com",
        "source": 0,
        "category": 3,
        "to_emails": [
            "bhattacharyachaiti@gmail.com"
        ],
        "from_email": "Care <care@freecharge.com>",
        "cc_emails": [],
        "bcc_emails": [
            "backup@freecharge.com"
        ],

Please suggest a suitable way to identify line breaks in conversation API response.

Thanks

3

@Aakash_Bansal I have raised this issue with Freshdesk L1 support. The support ticket ID is: #14164954. I hope you can access the details.