You might get a report from support staff about users not getting linked to their organizations respectively. When they open a user organization, the "Users" tab is missing which indicates that users were not added to it accordingly.
In some cases, the "Users" tab may be present but does not show the correct number of users associated with it. However, if you check the user profile, you'd see that the organization has been added and linked to the user but the organization is not updating correctly.
This was a bug identified in Kayako Classic version 4.93.03 and was fixed in version 4.93.12 and newer versions going forward.
If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.12, 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.