Overview

Kayako handles the ticket content internally, including user and staff replies as HTML.
But how it is displayed is configured with these settings: 

• HTML handling (on the web and in email notifications)
• HTML handling (for staff replies) 

This article explains how to enable break lines in the ticket thread.

Environment

Kayako 4.93 and later

Process

1. Enable TinyMCE Editor.
   If disabled, go to Admin Control Panel > Tickets > Settings to enable it.
2. Adjust ticket settings:
   • Admin Control Panel > Email Parser > Settings - Prioritize email content type = HTML
   • Admin Control Panel > Tickets > Settings > HTML handling (on the web and in email notifications) = Allow HTML
   • Admin Control Panel > Tickets > Settings > HTML handling (for staff replies) = Allow HTML