How Can We Fix the Issue With Getting a Blank Screen When Trying to View Specific Tickets?

Overview

You might be having issues opening certain tickets where you are getting a blank screen and the content does not display.

This problem is most often due to a large number of posts in the ticket, and every post contains a huge HTML content. If you've set the options "HTML handling (on the web and in email notifications)" and "HTML handling (for staff replies)" to "Allow HTML" in your helpdesk, the system will try to process all HTML from the ticket posts which may result to problems rendering the ticket due to large content. 

Ticket content may grow large if you had the "Include ticket reply summary in staff replies" option enabled from the ticket settings.

Solution

To temporarily resolve this issue, we suggest changing the settings to "Convert to HTML entities". This option converts HTML to normal text which is lighter and would allow the ticket content to load.

NOTE: You need admin access with "manage helpdesk settings (system-wide settings)" permission to perform the steps below

1. Log in to the admin control panel.
2. From the Home tab, click Settings and click Tickets.
3. Select the option 'Convert to HTML entities' for both 'HTML handling (on the web and in email notifications)' and 'HTML handling (for staff replies)'.
   
4. Click Update to save the changes.

Once done, you should be able to open the tickets in question. Once you are able to access or open the tickets, you can delete the extra content from the ticket posts. To delete the ticket post content, click on the edit post icon available on the top-right corner of each post. (Refer to the screenshot below)

How to prevent this from happening?

As mentioned earlier, the ticket content may grow large if you had the "Include ticket reply summary in staff replies" option enabled from the ticket settings. So every time a staff user replies to a ticket, the entire history of the ticket will be included in staff replies. When the customer replies back, the whole email thread is parsed back in Kayako.

So it's either you disable the "Include ticket reply summary in staff replies" option, or if you want to keep the settings enabled, we suggest using breaklines that prevent the old email thread from parsing in Kayako to avoid such issues.

To disable the "Include ticket reply summary in staff replies" option, follow the steps below:

NOTE: You need admin access with "manage helpdesk settings (system-wide settings)" permission to perform the steps below

1. Log in to the admin control panel.
2. From the Home tab, click Settings and click Tickets.
3. Select No on the 'Include ticket reply summary in staff replies' option.
   
   
4. Click Update to save the changes.

However, as stated above, if you want to keep this setting enabled, consider using breaklines. You may read more about breaklines from the following help articles:

• Use of Breaklines
• Using Break-Lines to Remove Previous Replies from Incoming Emails