Views:

What’s happening?

Customers experience formatting discrepancies when creating or editing email templates in Dynamics 365 Customer Service. Specifically, the email templates are not retaining the configured font and font size, and there are discrepancies between the appearance in the editor and the actual email sent to recipients. This include random double line spacing and incorrect rendering of font sizes.

Reason:

This is caused by an out-of-the-box (OOB) JavaScript that displays the email editor in preview mode. Additionally, the font size issue is by design due to dependency on personal settings.

Resolution:

To mitigate this, perform the following steps:

  1. Disable the out-of-the-box JavaScript that shows the editor in preview mode.
  2. Adjust the padding value of the OOB JavaScript associated with the email rich text editor control.

Alternatively, another workaround that has resolved similar issues is:

  • Navigate to Power Apps.
  • Edit the affected app.
  • Go to Settings > Features.
  • Disable the feature: "Enable a modern RichTextEditor control experience email descriptions".

These steps have been effective in mitigating the formatting discrepancies between the email template editor and the actual email sent.