When you create an organization with special characters or symbols (i.e.,
My Company [KC] where the
[ ] symbols were used) and try to associate a user to this organization, the auto-suggest will show the organization as
My Company [KC]. However, when you select it, the system will change the organization name to
My Company KC, removing the brackets. You will also see a message on the screen stating, 'One or more unsupported characters were stripped from the tag.' This message appears at the top left corner, which is often missed by the user.
The result is that Kayako adds the new organization as
My Company KC instead of
My Company [KC]. This issue is a known bug in older versions of Kayako Classic. This article provides information on how to fix this issue.
If you are using Kayako Classic 4.93.01 and lower, then you are likely to encounter this issue since it is a known bug on older versions. This issue was fixed in Kayako Classic 4.93.02 and higher versions. So to resolve this issue, you need to upgrade your helpdesk to the latest version available.
Kayako Classic Download: To upgrade to the latest version of Kayako Classic, please visit the Upgrading or Downgrading Your Kayako Classic Download Helpdesk article.
Kayako Classic OnDemand: Click the Submit a ticket button at the top of this page to request for an upgrade of your instance. We will upgrade it from the backend.