Articles

• 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 a...

• Why Is the Instance Creating Tickets From Old Emails?

  Overview When old emails in the mailbox are changed to unread status, it's creating unnecessary tickets. This was a bug identified in older versions and the issue was fixed in version 4.93.00 and high...

• Why Is the Auto-Close Rule We've Set to Automatically Close Inactive Tickets Not Working as Expected? 

  Overview You might have set an auto-close rule that will help you easily close a large number of tickets that have been inactive for some time in Kayako Classic but the rule does not seem to take effe...

• Why Is a User Unable to See Assigned Tickets Despite Having the Right Permission and Even Admin Access?

  Overview A user might report an issue about not seeing their assigned My Tickets on the Staff Control panel despite given the necessary permission or even with admin access.   Information If a user is...

• Why does the Auto-Suggest Box Keep Showing Old or Deleted Email Addresses?

  Overview You may have noticed that the auto-suggest box keeps on showing old and deleted entries or email addresses when adding a recipient to a ticket. To solve this issue, you are looking for a way ...

• Why Do Customers See the Staff Name Who Replied to Tickets When They Received It in Their Email?

  Overview You might wonder why customers can see the name of the staff who replied to the ticket when the customer received it in their email and want to know how to hide it. Keep in mind that the name...

• Why Are Users Receiving Undelivered Mail Return to Sender Notifications With PHP Memory Limit Error When Responding to a Ticket?

  Overview You might receive a report from users or customers stating that they are getting 'undelivered mail return to sender' notifications when replying to tickets from your Kayako Classic instance. ...

• Why Are Ticket Replies Getting Created as New Tickets When the Subject Does Not Contain the Ticket ID?

  Overview You might experience an issue where replies from customers or clients are creating new tickets instead of getting appended to existing tickets. This condition occurs when the subject line of ...

• 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 mul...

• Why Are New Tickets Not Showing up on Kayako Classic Unless You Refresh the Page?

  Overview Ticket views have an option to automatically refresh the ticket listing. If the auto-refresh is disabled, you might not be able to see new tickets unless you manually refresh the page. This a...