Why Are Staff Posts Showing in a Single Line When Replying From Mobile or Initiating Mass Replies From the Staff CP?

Overview

When you reply to a ticket from Kayako Mobile, the post shows up in the browser in one line. Though in the mobile app, it will look okay (as expected). In the same manner, when you select multiple tickets from the Staff Control panel, then select the reply to all action to initiate a "Mass Reply," later on, will see that the post shows up in a single line too.

Here is an image of how the posts look like after replying from either Kayako Mobile or when initiating a Mass Reply from the browser:

This was a bug identified in version 4.93.14 due to the incorrect detection of HTML content on the signature causing text-only content to be treated as HTML and the effect was the aforesaid issue. It was fixed in version 4.93.20 and newer versions going forward. 

Information

If you are experiencing this issue and you are using Kayako Classic 4.93.14 or older versions, 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.