Why Is the Ticket View Not Rendering Properly When the TinyMCE Editor Is Enabled?

Overview

When enabling the TinyMCE editor from the admin panel, the tickets do not open or load correctly (display issues). Or when trying to create a new ticket, the loading animation does not stop and the new ticket window does not load.

This was a bug identified in lower versions and was fixed in version 4.93.17 and newer versions going forward. 

Information

If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.17, you need to upgrade your instance to the latest version. To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.

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

Note: 

If you still encounter this issue after upgrading to version or newer, a possible cause can be missing the trailing slash on the helpdesk URL. Please see the Changing the Product Base URL article for instructions on how to add the missing slash.