Hello Zoho Desk Support Team,

We are experiencing a critical issue in the ticket reply editor that is directly impacting our support operation.

Whenever we write a reply containing code snippets, URLs, or technical content (for example, terms like “curl -I https://domain.com”), the draft fails to save correctly. As a consequence, the reply cannot be posted.

From the browser console, we can see that the request responsible for saving the draft is returning a 403 (Forbidden) error, followed by a JSON parsing error:

Unexpected token '<', "<!DOCTYPE "... is not valid JSON

We have attached a screenshot of the browser console showing the exact behavior and errors encountered.

Current impact:

• Our team is unable to properly respond to technical tickets containing code examples or URLs.
• Drafts are not saved.
• Replies fail to post unless we manually remove or alter the technical content.
• This is significantly affecting our daily workflow and customer support operations.

This issue appears to be related to how the editor or backend handles specific code/text patterns inside replies.

We kindly ask for urgent investigation and resolution of this problem, as it is currently disrupting our support team’s ability to work.

Please let us know if you need any additional logs, browser details, or reproduction steps.

Best regards,