When Unicode characters such as ampersand (&) are entered in the subject field of a ticket in Kayako Classic, when the email is parsed into the helpdesk, the characters are not rendering the correct format.
This was a bug identified in lower versions and was fixed in version 4.93.03 and newer versions going forward.
If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.03, 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.