When a user replies back to a ticket from the support center, images in "Ticket History" are being re-processed as attachments, getting re-imported, and are cumulatively added into the image history causing multiple duplicate copies of it.
This was a bug identified in version 4.93.02 and the issue was fixed in the email parser code that reprocesses the attachments from incoming emails as new ones. By using a SHA1 hash to compare with existing attachments, these are no longer re-imported.
If you are experiencing this issue and you are using Kayako Classic 4.93.02 and older versions, 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.