When trying to send a KQL request to retrieve ticket posts, the query returns a result of post contents with HTML tags <p> and </p>. It also adds a <br /> tag at the end of each line. (see a sample screenshot of the report below)
This was a bug identified in Kayako Classic version 4.93.01 and was fixed in version 4.93.11 and newer versions going forward. The fix strips all HTML tags from the contents of a ticket and replaces the <br /> tag from the new line.
If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.11, 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.