Fixing the Broken Ticket Formatting on Staff Replies When Upgrading From Version 4.78.XX to 4.93.XX

Overview

When you upgrade your Kayako Classic instance from 4.78.xx to any 4.93 version besides 4.93.19, you may notice the formatting of staff replies in existing tickets are broken. There are no linebreaks in the replies which means every staff reply is a solid block of unstyled text. However, replies of customers are styled correctly and do show line endings where expected.

This was a bug identified in lower versions and was fixed in version 4.93.19 and newer versions going forward. 

Information

If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.19, you need to upgrade your instance to the latest version.

• For Kayako Classic (Download), to upgrade your instance, please visit the Upgrading or Downgrading Your Kayako Classic Download article for guidance.

Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.