We are experiencing issues with curly brackets in the email being falsely treated as merge fields by Salesforce (curly Brackets โ{โ in the e-mail history are treated as merge fields | IdeaExchange (salesforce.com)), as our cases often concerns code or technical details.
Have anyone tested this with the new Lightning Editor, that will be GA now for Spring '24?
Transition to the Lightning Editor for Email Composers in Email-to-Case (Generally Available)
It would be great if this editor somehow fixed this issue! ๐
@Jon Oddvar Kolnes thanks for your patience, I was reviewing this feedback with my team. This is an issue we've known about for some time, and it's related to merge field evaluation on the back end. Meaning, it's not an issue that will be fixed in the new editor.
We had not planned to fix this (hence the known issue is "Closed") because there is a workaround, but upon further review and understanding that it's an annoying issue I've reopened it. We'll try to address it in a future release.
Please follow the workaround here for the time being: https://issues.salesforce.com/issue/a028c00000j5kApAAI/~
