diff --git a/mcp_zammad/models.py b/mcp_zammad/models.py
index 29d0a4fb..04ddb2fe 100644
--- a/mcp_zammad/models.py
+++ b/mcp_zammad/models.py
@@ -269,8 +269,12 @@ class TicketCreate(StrictBaseModel):
     @field_validator("title", "article_body")
     @classmethod
     def sanitize_html(cls, v: str) -> str:
-        """Escape HTML to prevent XSS attacks."""
-        return html.escape(v)
+        """Escape HTML to prevent XSS attacks.
+
+        quote=False: title and the initial article are plain text (no content_type choice here),
+        sent/stored verbatim, so quotes and apostrophes must not become '/" entities.
+        """
+        return html.escape(v, quote=False)
 
 
 class TicketUpdate(StrictBaseModel):
@@ -341,7 +345,10 @@ class ArticleCreate(StrictBaseModel):
     def sanitize_body(self) -> "ArticleCreate":
         """Sanitize body content according to content type."""
         if self.content_type == "text/plain":
-            self.body = html.escape(self.body)
+            # quote=False: plain text is sent/stored verbatim (e.g. in outbound emails), so quotes
+            # and apostrophes must not be turned into '/" entities. Still neutralize
+            # <, >, & in case a downstream renderer treats the body as HTML despite the content type.
+            self.body = html.escape(self.body, quote=False)
         else:
             self.body = self._sanitize_html_body(self.body)
         return self
diff --git a/tests/test_models.py b/tests/test_models.py
index f9761bea..b1d4971e 100644
--- a/tests/test_models.py
+++ b/tests/test_models.py
@@ -26,7 +26,7 @@ def test_html_sanitization_in_title(self):
             customer="test@example.com",
             article_body="Test body",
         )
-        assert ticket.title == "&lt;script&gt;alert(&#x27;XSS&#x27;)&lt;/script&gt;"
+        assert ticket.title == "&lt;script&gt;alert('XSS')&lt;/script&gt;"
 
     def test_html_sanitization_in_body(self):
         """Test that HTML is escaped in article body."""
@@ -36,7 +36,7 @@ def test_html_sanitization_in_body(self):
             customer="test@example.com",
             article_body="<b>Bold</b> and <script>alert('XSS')</script>",
         )
-        assert ticket.article_body == "&lt;b&gt;Bold&lt;/b&gt; and &lt;script&gt;alert(&#x27;XSS&#x27;)&lt;/script&gt;"
+        assert ticket.article_body == "&lt;b&gt;Bold&lt;/b&gt; and &lt;script&gt;alert('XSS')&lt;/script&gt;"
 
     def test_field_length_limits(self):
         """Test that field length limits are enforced."""
@@ -74,12 +74,17 @@ class TestArticleCreate:
     """Test ArticleCreate model validation."""
 
     def test_html_sanitization_in_body(self):
-        """Test that HTML is escaped in article body."""
+        """Test that HTML is escaped in article body, but quotes/apostrophes are left intact.
+
+        text/plain bodies are sent verbatim (e.g. in outbound emails), so quotes must not
+        become &#x27;/&quot; entities. <, >, & are still escaped, which already neutralizes
+        the tag regardless of the quote style used inside it.
+        """
         article = ArticleCreate(
             ticket_id=123,
             body="<div onclick='alert()'>Click me</div>",
         )
-        assert article.body == "&lt;div onclick=&#x27;alert()&#x27;&gt;Click me&lt;/div&gt;"
+        assert article.body == "&lt;div onclick='alert()'&gt;Click me&lt;/div&gt;"
 
     def test_ticket_id_validation(self):
         """Test that ticket_id must be positive."""
diff --git a/tests/test_server.py b/tests/test_server.py
index e5e7e7be..2354d433 100644
--- a/tests/test_server.py
+++ b/tests/test_server.py
@@ -627,6 +627,9 @@ def test_add_article_content_type_validation() -> None:
     plain_article = ArticleCreate(ticket_id=1, body="<p>plain</p>", content_type="text/plain")
     assert plain_article.body == "&lt;p&gt;plain&lt;/p&gt;"
 
+    apostrophe_article = ArticleCreate(ticket_id=1, body="we've got it, you'd agree", content_type="text/plain")
+    assert apostrophe_article.body == "we've got it, you'd agree"
+
     with pytest.raises(ValidationError, match="content_type"):
         ArticleCreate(ticket_id=1, body="test", content_type="application/json")  # type: ignore[arg-type]