Forays in Fancy Formatting

At incident.io, we aim to simplify incident handling by enhancing communication in incident summaries and updates. We recently adopted rich text input for our Slack UI, which allows users to emphasize certain information, create lists, or mention people easily. However, supporting rich text across multiple systems with varying levels of support is complex. To maintain a consistent experience, we decided to restrict lists in the dashboard to one level deep and transform rich text into compatible formats for other systems like Jira, Confluence, Notion, Google Docs, and email. Despite the complexity, this change has improved readability and ease of writing incident summaries and updates.

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