Yes, this is a known problem. Articles structured using HTML look fine on the agent portal, but codes are not recognised in the customer portal. FreshDesk were going to look into this. Haven't heard anything or seen any change. See for example https://support.freshdesk.com/support/discussions/topics/326325 and there are other comments in the forum as well.
3 months ago
We've created a ticket for the aforementioned issue and one of our support ninjas will address it.
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