Overview

If you are experiencing an issue with viewing a closed conversation in your Kayako instance, where you can see the last comment made by an agent in the preview of the conversation, but upon opening the conversation, you don't see the details of the conversation, this article is for you. The root cause of this issue is typically the conversation being merged into another conversation. As a result, the posts are transferred to the conversation it was merged into, and the original conversation continues to show the last post in the preview but not when opened. This behavior is by design in the Kayako product.

Solution

If you are unable to view the details of a closed conversation when opening it in your Kayako, it might be because the conversation was merged into another conversation. To view the transferred posts, you need to open the target conversation into which the original conversation was merged.

Summary

In Kayako, if a conversation is merged into another conversation, the posts are transferred to the new conversation, and the original conversation continues to show the last post in the preview but not when opened. To view the transferred posts, open the target conversation into which the original conversation was merged.

FAQ

Q: Why can't I see the full conversation in my Kayako instance?
A: If a conversation was merged into another case, the posts are transferred to the new case. The original case will continue to show the last post in the preview but not when opened.

Q: How can I view the transferred posts?
A: To view the transferred posts, you need to open the case into which the original conversation was merged.

Q: Is this behavior a bug in Kayako?
A: No, this behavior is by design in the Kayako product.