3773960 - Ticket Emails: Text Deleted and Restored via Undo is Missing After Sending (TinyMCE Editor)

When typing an email in ticket interactions, you delete some text. Then you use the "undo" button to display the text previously deleted. However after sending the email, the restored text does not appear in the sent message.

SAP Cloud for Customer

1. Go to the work center Service > Tickets.
2. Open a ticket and go to the Interactions tab.
3. Click on New Email.
4. Type 2–3 lines in the email body.
5. Delete a line or words using Backspace or Delete.
6. Click Undo; the deleted text reappears in the editor.
7. Send the email.
8. Check the sent email; the text restored via Undo is missing.

The behavior is specific to the TinyMCE editor used to compose emails. Due to technical constraints, this editor behavior cannot be adjusted from C4C side.

You can make use of the following workaround:

1. Compose the email and delete a line or words.
2. Click Undo so the deleted text reappears.
3. Add a space after the restored text, or press Enter to insert a line break.
4. Send the email.
5. Verify the sent email now includes the restored text.

Additionally, this behavior does not occur with the Kendo editor.

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