You may have noticed that when you try to view the list of articles in a category from the Staff Control Panel > Knowledgebase section, instead of a list of articles, a full preview of random articles are showing up. This was a bug identified in version 4.93.07 and the issue was fixed in version 4.93.10 and higher.
Your Kayako Classic instance has a setting where you can configure the maximum number of characters to display under article previews which can be found at Admin CP > Knowledgebase > Settings. When the value is set to zero (0), there should be no preview to display on the support center articles.
However, you may encounter a problem where the aforesaid value is set to zero (0), and yet the article preview would show the full article. If you are experiencing this issue and you are using Kayako Classic 4.93.07 and older versions, you need to upgrade your instance 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.