Line breaks in {{ticket.comments_formatted}}

Hi Dave,

Sure - I was trying to be generic in my first message but let me explain the flow.  It's not technically a customer that initiates the case, but our sales team.

When an invoice is paid, our sales team provides the customer's accounts receivable department with plain text license key(s) for each of the products they've purchased.  Each of the license key lines are separated with a line break

The issue that we're trying to solve is that the AR team on the customer end do no always forward the license keys to the techs responsible for applying the license key, so we want to get those keys in to the right hands.

Here's the desired flow:

1)  Internal Sales team emails customer AR with license keys, and BCC's my team which creates a ticket

2) Someone on my team claims the ticket, and changes the ticket requestor from our Sales person to a tech person on the customer side

3) Once the ticket is assigned and the requestor changed, then I want to apply a macro that sets priority, adds tags, puts the ticket in pending, and adds a public comment.  The public comment is basically "hey tech person, here's your keys and a few KB articles explaining how to apply the keys"

The difficulty I am having is making those keys visible to the tech person via email.  Because the tech person wasn't included on the initial case open, putting the comment thread in an outgoing email notification wouldn't work.

I've tried :  {{ticket.comments}}, {{ticket.comments_formatted}} , {{ticket.description}} {{ticket.description_formatted}}. 

Your suggestions on how to achieve this flow would be appreciated!