> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Format messages

> Use Markdown and keyboard shortcuts to format ticket replies and internal notes

The ticket composer formats text as you type. Type Markdown and it converts in place, or use a keyboard shortcut to turn a format on before you start typing. Public replies, internal notes, and email replies all use the same composer.

***

## Markdown you can type

Type the characters in the first column and the composer converts them as soon as you finish the pattern. Block formats, such as headings and lists, only convert at the start of a line.

| Type | Result |
| :- | :- |
| `**text**` or `__text__` | **Bold** |
| `*text*` or `_text_` | *Italic* |
| `~~text~~` | ~~Strikethrough~~ |
| `` `text` `` | Inline code |
| ` ``` ` then **Enter** | Code block. Add a language after the backticks, for example ` ```bash `. |
| `>` then a space | Blockquote |
| `#`, `##`, or `###` then a space | Heading |
| `-` or `*` then a space | Bulleted list |
| `1.` then a space | Numbered list |
| `[ ]` then a space | Checklist. Type `[x]` to add an item that's already checked. |
| `---` | Divider |

To add a link, select the text and paste a URL over it, or select the text and click **Add link** in the formatting menu. When you type a URL and press space, the composer links it automatically. Markdown link syntax, `[text](url)`, isn't converted and stays as plain text.

> [!TIP]
>
> To keep the characters you typed instead of the format, press **Backspace** straight after the conversion.

***

## Formatting shortcuts

Press a shortcut with text selected to format that text. You don't need to select anything first: press **⌘B** with nothing selected and the text you type next is bold until you press **⌘B** again. Inline formats, such as italic and inline code, work the same way. Block formats, such as lists and code blocks, apply to the line the cursor is on.

| Format | Mac | Windows and Linux |
| :- | :- | :- |
| Bold | `⌘B` | `Ctrl+B` |
| Italic | `⌘I` | `Ctrl+I` |
| Underline | `⌘U` | `Ctrl+U` |
| Strikethrough | `⌘⇧S` | `Ctrl+Shift+S` |
| Inline code | `⌘E` | `Ctrl+E` |
| Code block | `⌘⌥C` | `Ctrl+Alt+C` |
| Blockquote | `⌘⇧B` | `Ctrl+Shift+B` |
| Heading 1, 2, or 3 | `⌘⌥1`, `⌘⌥2`, `⌘⌥3` | `Ctrl+Alt+1`, `Ctrl+Alt+2`, `Ctrl+Alt+3` |
| Plain text | `⌘⌥0` | `Ctrl+Alt+0` |
| Numbered list | `⌘⇧7` | `Ctrl+Shift+7` |
| Bulleted list | `⌘⇧8` | `Ctrl+Shift+8` |
| Checklist | `⌘⇧9` | `Ctrl+Shift+9` |
| Undo / redo | `⌘Z` / `⌘⇧Z` | `Ctrl+Z` / `Ctrl+Shift+Z` |

In a list, press **Tab** to indent an item and **Shift+Tab** to move it back a level. To leave a code block, press **Enter** three times at the end of the block.

### The formatting menu

Select text in the composer to open the formatting menu. It has **Add link**, **Bold**, **Italic**, a **Block type** menu to change the line to text, a heading, or a list, and **Clear formatting**. The menu only appears while you have text selected. For any other format, or to turn a format on before typing, use the [formatting shortcuts](#formatting-shortcuts).

***

## Send and new lines

By default, **⌘Enter** (**Ctrl+Enter** on Windows and Linux) sends the message, and **Enter** starts a new line. **Shift+Enter** always adds a line break.

To send with **Enter** instead:

1. Open the profile menu at the bottom of the sidebar and select **Your profile**.
2. Open the **Settings** tab.
3. Under **Message composer**, select **Press Enter to send**.

With this setting, **⌘Enter** (**Ctrl+Enter**) adds a line break. The **Message composer** setting covers ticket replies, customer messages, and outbound emails. AI chats, such as Catalyst, follow the separate **Chat input** setting, which sends with **Enter** by default.

***

## Mentions, workflows, and internal notes

| Action | How to |
| :- | :- |
| Mention a teammate or group | Type `@` and pick from the list |
| Run a Help Desk workflow | Type `/` in a public reply. See [Resolving tickets](https://docs.serval.com/sections/documentation/ticketing/resolving-tickets.md#2-run-existing-help-desk-workflows). |
| Switch between a reply and an internal note | Press **⌘.** (**Ctrl+.** on Windows and Linux), or click the sticky-note icon |
| Focus the reply composer from anywhere on the ticket | Press `R` |

For every shortcut on the ticket page, see [Keyboard shortcuts](https://docs.serval.com/sections/documentation/platform/keyboard-shortcuts.md).

***

## How formatting appears in Slack

When a reply goes to the requester in Slack, Serval converts it to Slack's formatting. Bold, italic, strikethrough, inline code, code blocks, blockquotes, and links carry over. Slack has no headings, so a heading shows as bold text.

***

## Related

> **[Resolving Tickets](https://docs.serval.com/sections/documentation/ticketing/resolving-tickets.md)**
>
> Reply to requesters, add internal notes, and run workflows

> **[Keyboard Shortcuts](https://docs.serval.com/sections/documentation/platform/keyboard-shortcuts.md)**
>
> Every shortcut in Serval, by page


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