Issue Summary

When certain emojis (e.g., :face_exhaling:) are used in a public comment on a JSM request, they render correctly in the Jira Issue View but display their shortname text instead of the actual emoji character in:

• JSM Customer Notification emails

• Rendered API output (expand=renderedBody / expand=renderedFields)

Steps to Reproduce

1. Create a request via the JSM Customer Portal (ensure it has a Request Type and customer as Reporter)
2. Open the request in the Agent View
3. Select "Reply to customer" and add a comment containing the :face_exhaling: emoji
4. Save the comment
5. Call GET /rest/api/3/issue/{issueKey}/comment?expand=renderedBody
6. Check the JSM Customer Notification email received by the customer

Expected Results

Emoji should render correctly across all output channels — Issue View, JSM Customer Notifications, and rendered API output. The renderedBody should contain the actual emoji unicode character, not the shortname.

Actual Results

• In Issue View: Emoji renders correctly ✅
• In renderedBody API output: Shows shortname instead of emoji ❌

"renderedBody": "\u003Cp\u003E:face_exhaling: admin\u003C/p\u003E"

• In JSM Customer Notification email: Shows :face_exhaling: as plain text ❌

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available