PSA: Rich Text: Identified cases where formatting is lost on Ticket Comments created over API

Known Issues
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Title: PSA: Rich Text: Identified cases where formatting is lost on Ticket Comments created over API

Subject: Identified cases where formatting is lost on Ticket Comments created over API

Description of Issue: We have identified cases where API ticket comment updates will lose some or all of their formatting.

URL where error occurs: /tickets/id

Affected Objects listed: Ticket Comments

Steps to Reproduce:

  1. API call or use of an integration leveraging the API to update a Ticket Comment
  2. The resulting Ticket Comment contains the copy but doesn’t have any formatting.

Next Steps: Under investigation by the dev team.

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