When replying to a ticket in Freshdesk, the reply editor is used to compose a response. Upon clicking the "Insert" button in a custom modal, a response containing line breaks (\n) and HTML elements (e.g., <ul>) is sent from the backend to the reply editor. However, instead of displaying the content with proper formatting, the inserted text appears as a single paragraph, ignoring the intended structure and HTML formatting. Am i doing this correctly? What am i missing here?

Any guidance or suggestions to resolve this issue would be greatly appreciated.
Thank you in advance to everyone who takes the time to help!