diff --git a/src/Billing/Controllers/FreshdeskController.cs b/src/Billing/Controllers/FreshdeskController.cs
index 5c6ca9450f..66d4f47d92 100644
--- a/src/Billing/Controllers/FreshdeskController.cs
+++ b/src/Billing/Controllers/FreshdeskController.cs
@@ -294,18 +294,28 @@ public class FreshdeskController : Controller
         }
 
         // convert note from markdown to html
-        var pipeline = new MarkdownPipelineBuilder().UseAdvancedExtensions().Build();
-        note = Markdig.Markdown.ToHtml(note, pipeline);
+        var htmlNote = note;
+        try
+        {
+            var pipeline = new MarkdownPipelineBuilder().UseAdvancedExtensions().Build();
+            htmlNote = Markdig.Markdown.ToHtml(note, pipeline);
+        }
+        catch (Exception ex)
+        {
+            _logger.LogError(ex, "Error converting markdown to HTML for Freshdesk reply. Ticket Id: {0}. Note: {1}",
+                            ticketId, note);
+            htmlNote = note; // fallback to the original note
+        }
 
         // clear out any new lines that Freshdesk doesn't like
         if (_billingSettings.FreshDesk.RemoveNewlinesInReplies)
         {
-            note = note.Replace(Environment.NewLine, string.Empty);
+            htmlNote = htmlNote.Replace(Environment.NewLine, string.Empty);
         }
 
         var replyBody = new FreshdeskReplyRequestModel
         {
-            Body = $"{_billingSettings.FreshDesk.AutoReplyGreeting}{note}{_billingSettings.FreshDesk.AutoReplySalutation}",
+            Body = $"{_billingSettings.FreshDesk.AutoReplyGreeting}{htmlNote}{_billingSettings.FreshDesk.AutoReplySalutation}",
         };
 
         var replyRequest = new HttpRequestMessage(HttpMethod.Post,
diff --git a/src/Billing/appsettings.json b/src/Billing/appsettings.json
index 05e8a0b845..2ec03b79aa 100644
--- a/src/Billing/appsettings.json
+++ b/src/Billing/appsettings.json
@@ -74,8 +74,8 @@
       "userFieldName": "cf_user",
       "orgFieldName": "cf_org",
       "removeNewlinesInReplies": true,
-      "autoReplyGreeting": "Greetings,<br /><br />Thank you for contacting Bitwarden. The reply below was generated by our AI agent based on your message:<br /><br />",
-      "autoReplySalutation": "<br /><br />If this response doesn’t fully address your question, simply reply to this email and a member of our Customer Success team will be happy to assist you further.<br /><br /><p>Regards,<br />CS Team</p>"
+      "autoReplyGreeting": "<b>Greetings,</b><br /><br />Thank you for contacting Bitwarden. The reply below was generated by our AI agent based on your message:<br /><br />",
+      "autoReplySalutation": "<br /><br />If this response doesn’t fully address your question, simply reply to this email and a member of our Customer Success team will be happy to assist you further.<br /><p><b>Best Regards,</b><br />The Bitwarden Customer Success Team</p>"
     },
     "onyx": {
       "apiKey": "on_tenant_i-16a83ec44869babc4.aDffNn2k4UvtRt_9KdlV_3lfjiLFdOe4mdAiE3jJb4thWUGURVETwFg1Xrtg5rwLvfqfcw_F6U0V87arVkARd7qHQxmL5vaC4k8gPxh3hTKJKEE7Rkc3BJHOSAiT-leINjWvj44hpIuTRcWazz_zafZi-_D6123wplCb3PG6UtiGlyxcK8FJCZKp9IEM4UTTYXUHc7nWUVZuhiREGPd5J7T8LIWoenfkSJ1Vhi2PoLDI6msMOLfSGuLT_Ma_pJZl",