If an email address that contains an apostrophe (i.e., john.D’Anvil@domain.com) is added to the CC or BCC fields, the text before the apostrophe gets stripped. This means that the system will remove the "john.D" part of the email address in our example above and retains only the "Anvil@domain.com" part.
This was a bug in lower versions and the issue was fixed in the email parser of Kayako Classic version 4.93.16.
If you are experiencing this issue and you are using a version that is older than Kayako Classic 4.93.16, you need to upgrade 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.
- For Kayako Classic (OnDemand), please contact our support team by clicking the Submit a ticket button at the top of this page. We will facilitate the upgrade of your helpdesk in the backend.
Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.