When you try to open the Messages/Surveys tab from the Live Support section of the Staff Control Panel, you might encounter an issue where the instance would hang and freeze.
This problem would actually happen if HTML tags were added to the full name field when a chat is initiated by a customer. This was a bug identified in version 4.93.09 and the issue was fixed in version 4.93.15 and higher. A fix was deployed to strip the HTML tags from the name to prevent the freezing issue.
If you are experiencing this issue and you are using Kayako Classic 4.93.09 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.