Overview
All Kayako Release Notes and Known Issues are published in this article which is updated as new releases are published.
Release Notes
April 2022
- "undefined" text is added to the conversation by Kayako in messenger.
- First contact resolved field is blank under Insights.
- An incorrect placeholder configuration breaks other correctly formatted placeholders in the notification email.
- Agent's reply to Facebook message is blocked due to a standard messaging policy
- Trigger taking the action but adding some random text
February 2022
- Custom fields of type Dropdown list (single choice) can no longer have multiple values selected at the same time when updated via API.
- Conversations now appear as expected when searching for them in the Merge conversations menu.
- Fixed inconsistent behavior of action Email User when updating existing Triggers.
- Views now update appropriately when the only conversation on a page is moved out of the view.
January 2022
- Fixes an issue where messages sent from Messenger were showing up with escape codes
- General improvement fixes for Messenger
December 2021
- Fixes an issue that caused Agent replies with an attachment >12MB to bounce
- Fixes an issue that caused search results' appearance to be inconsistent
- Fixes an issue where the average response time in the custom report is high
- Fixes an issue where the Kayako editor converts certain text to special characters
- Fixes an issue that caused search to not use the new, enabled helpdesk language
- Fixes an issue where search results are not refreshed after a bulk action is performed
- Fixes an issue where updates to the custom field are not reflected in the conversation updates timeline in the UI or in the activities API
- Fixes an issue that the user language setting isn't taken into account for articles search results
- Fixes an issue where the custom dropdown field shows numeric value to the customer for completed conversation
- Fixes an issue where the Kayako editor was adding HTML entities (nbsp) to replies
- Fixes an issue that caused certain characters to transform into code when pasted from other text editors
- Fixes an issue where Special characters were turned into an HTML entity
- Fixes an issue that displayed a network error message on Help Centers that Messenger was enabled
- Fixes an issue where default localization settings were not applied to new users
- Fixes an issue where the SLA breached message is not shown when an event is breached
- Fixes an issue that caused Missing Spanish Translations in Messenger
November 2021
- Fixes an issue that generated an error message and bounces when attachments >12MB were included in a message
- Fixes an issue where search results returned are always returned in the same language regardless of the language selected by the user
- Fixes an issue where certain text strings were being converted to special characters
- Fixes an issue where search doesn't find articles for queries in a newly enabled helpdesk language when there is content translated into it
- Fixes an issue where search results were not automatically updated after a bulk action is performed that should modify the results
- Fixes an issue where the user's language settings are not taken into account for articles in search results
- Fixes an issue where Spanis language "Will reply as soon as they can" text is displayed in English
- Fixes an issue that caused users who are not logged in to not see articles listed under their sections
October 2021
- Fixes an issue where System notification is sending multiple emails instead of one
- Fixes a discrepancy in the file size limits imposed in Kayako from Help Center Channel which allowed files larger than 20mb to be uploaded resulting in attachments that are inaccessible
- Fixes an issue where copy-pasting an image from a Word Document duplicates the image
- Fixes an issue that prevented access to notification settings
- Fixes a 404 error that occurred while fetching Categories, Sections, or Articles
- Adds a file size warning when more than 20mb of attachments are added
- Fixes a License Limit Reached Error due to attachments in conversations exceeding 20mb by adding a warning when the limit is exceeded
- Fixes an issue with the Privacy Policy appearing in English when Spanish is the selected language
- Fixed an issue where Sections were not being displayed for the first category on the Help Center landing page
September 2021
- Fixes an issue that happened when the action "Flow control: Stop processing other rules" was triggered causing other unrelated monitors not to fire.
- Finnish language localization is complete and messages that were previously displayed in English can be displayed in Finnish
- Fixes an issue where sorting by Latest Agent Reply would sort by Latest Update instead
August 2021
- The issue of resolution time not showing correctly if the ticket is paused outside of working hours has been resolved
- Under Security / Authentication, the word "Agent" was changed to "customer"
- Multiline messages in messenger that were collapsed to a single line now display on two lines
- Re-running a custom report no longer hangs indefinitely
July 2021
- SLAs timers are now correct after pausing
- Saving a new Role no longer yields a 500 error
- The "Response Time" metric on the Insights page is now calculated correctly
- The "Customers helped" number now includes archived cases
- The "Response Time" metric on the Insights page is now calculated correctly
- Messenger now displays an animated "..." to indicate when an agent is typing
June 2021
- Updates the methods Kayako uses to track and query case counts for agents in order to improve performance.
- Updates methods used by Kayako to store information in the database in order to improve performance.
- Fixes an issue in Kayako where creating an email template would generate an HTML table that is not closed.
- Fixes an issue in Kayako where 'Numerical input' custom fields that have values beginning with a zero cannot be searched in the agent panel.
- Fixes an issue in Kayako where the Ethiopian flag is displayed next to the Estonian language selection in the Localization section of the Admin area.
May 2021
- Fixes an issue where automation that send an email that uses the {{case.formatted_message_history}} placeholder would not display the latest case.
- Fixes an issue where creating a conversation using the {case.posts} placeholder only returns public replies and not private notes.
- Fixes an issue where after adding an Organization Tag that is used to create conversations, Views that are created do not filter correctly on the Organization Tag.
- Fixes an issue where updates to a custom field caused by an automated trigger and updates performed manually are returned differently when the results are called using the API.
- Fixes an issue where the profile picture is stretched when sending a message using a mobile browser after inputting an email address.
- Fixes an issue in Kayako TNK where a custom report on completed conversations returns a different value than the Insight report in Agent > Completed Conversations.
- Fixes an issue in Kayako where the Edit, Enable, and Delete buttons would overlap and become unreadable in the SLA menu.
- Fixes an issue in Kayako Help Center where the "Latest agent reply" field is populated when a customer creates a conversation.
- Fixes an issue in Kayako where creating a conversation using placeholders for public and private notes, attachments are not retrieved from the private posts but are from the public posts.
- Fixes an issue in Kayako where after selecting Custom View and sorting on the Assignee column, the view goes blank and returns zero results.
- Fixes an issue in Kayako where after creating a view with different conditions and columns, then sorting that view, the "Last Updater" column does not sort.
- Fixes an issue with the Kayako App for iOS where switching to dark mode would result in text that could not be read due to being close in value to the background color.
- Fixes an issue in Kayako where custom fields that have been deleted will appear when creating an SLA under "Apply the SLA to conversations which match the following" when searching.
- Fixes an issue in Kayako where a ticket that is ignored and breaches the Resolution SLA does not indicate that the SLA was breached and does not increment the breach metric.
- Fixes an issue in Kayako where the SLA timer counts time outside of business hours instead of pausing until business hours resume.
- Fixes an issue in Kayako Messenger where after sending a message the user receives a popup that states "I agree with the Privacy Policy" in English, rather than German when German is the user's preferred language.
- Fixes an issue with Kayako where after creating a trial instance and the activation link is received in email, the page that is linked to does not load images correctly.
- Fixes an issue where after finishing the Trial creation process, an email is received with an Activation Link which leads to a page that indicates that an email will be sent with the login link.
February 2021
- Fixes an issue where sending an API call to modify a custom field results in a 400 error, "REQUEST_FIELDS_EMPTY".
- Fixes an issue that caused new users to have their default language to be set based on the site owner's preference settings.
- Fixes an issue where Growth Plan customers receive the message "Sorry, Custom roles and permissions feature is not available on your current Kayako plan. Ask your administrator to upgrade to get access to this feature." and are unable to make any modifications.
- Fixes an issue where a trigger that is supposed to fire on the reply-only condition fires when an internal note is added.
January 2021
- Updates the Kayako App to use the latest developer tools and codebase for the iOS App and related components.
- Fixes an issue with the Kayako App for iOS which caused images not to be displayed.
- Fixes an issue where inserting an image into a public reply, deleting the image, then attempting to re-insert it fails.
- Fixes an issue in Kayako Insights where graphs would display the date range selected, plus one day.
- Fixes an issue where attempting to reply to a connected Facebook page through Kayako would break the connection to the Facebook page.
December 2020
- Fixes an issue where the error message "The value of the field cannot be empty" was not displayed when the Title and Regular Expression fields were blank when creating an Organization Field
- Fixes an issue where starting the creation of an Organization Field and clicking Cancel results in a "Discard changes?" popup when no changes have been made.
- Fixes an issue where numerical fields allowed decimal values to be entered when only integers should be allowed.
- Fixes an issue where chat conversations created through the messenger channel are not displayed and Kayako stops responding.
- Fixes an issue with Suspended Emails, emails Kayako has designated as spam, that generates the error message "Oops, something went wrong" when attempting to approve the message by clicking the "Allow through" button.
- Fixes an issue where some messages in Kayako were not translated into Danish.
- Fixes an issue where the recipient of an email verification link would get a 404 error when clicking on the link.
- Fixes an issue that caused Kayako to create an organization for users from the outlook.com.au email domain instead of treating it as a generic email domain, like gmail.com or yahoo.com.
- Fixes an issue where a certain message in Kayako contained a grammatical error in the Swedish version of the Chat Autoresponder.
- Fixes the process where completed conversations allowed replies when they were closed which resulted in misleading values for the reply count.
- Fixes an issue where completed conversations allowed replies when they were closed which resulted in misleading values for the Agent and Requester reply counts.
- Fixes an issue where a user who creates a chat conversation in Kayako Messenger, then logs off, allows a different user to continue the first user's chat conversation by initiating a new chat.
- Fixes an issue where using a hyphen to exclude certain term(s) from search results, e.g. "this -that", did not exclude the term(s) behind the hyphen, e.g. "that".
- Fixes an issue where minimizing an open chat window in the Help Center and opening a new page in the Help Center causes the minimized chat window to maximize automatically.
- Fixes an issue in Kayako where the Admin > Account > Plan page is blank.
- Fixes an issue where a trigger that executes on a conversation fails if anyone in the conversation uses the <pre> tag.
- Fixes an issue in Kayako Help Center where unregistered users would receive the message "Click here to resend" after providing their email and attempting to start a conversation.
November 2020
- Fixes an issue where Views that use the condition Organization Tags "contains all of the following" or "contains any of the following" cause non-closed conversations from requesters without a registered Organization to appear in the View.
- Fixes an issue where after opening a case view with the assignee column, selecting one or more cases, and changing the assignee the case view still reflects the original assignee.
- Fixes an issue where changing the Requester in an email conversation results in the new Requester being in the To and CC fields in some cases and being removed from the CC field in other cases depending on whether the Requester was already in the CC field.
- Fixes an issue in Kayako Help Center where a conversation that is Closed allows the User to reply instead of starting a new conversation.
- Updates the method the loop checker uses in order to improve accuracy and monitoring
- Improves the performance of the most costly query identified in the production environment for greater overall performance
- Fixes an issue where changing the Instance Name causes images in articles to break because they are still pointing to the old URL.
- Fixes an issue where the Admin > Account > Plan page is blank instead of displaying the customer's plan details
- Fixes an issue where certain mail hosts, such as PolarisMail, would cause Kayako to use the nonstandard Delivered-To address as the Recipient's address resulting in delivery failures.
- Fixes an issue where after connecting a Facebook page to Kayako, it randomly disconnects.
- Fixes an issue where users who have a hyphenated name, e.g. Jones-Smith, are not found when using Search.
- Fixes an issue where images with uppercase file extensions, e.g. .JPG or .PNG, results in the image posting correctly, but when downloaded it has no file extension.
- Updates the way Kayako Trial Accounts are created by requiring email address validation before the account can be used to send emails.
- Fixes an issue that occurs when a trigger is created with multiple custom field values as conditions and causes the trigger to break.
- Fixes an issue that occurs after a new instance is created the error message, "This is not an active Kayako account... yet." is displayed.
- Fixes an issue with Kayako TNK where creating a new trial site would reach 100% but the site would never be created.
- Fixes an issue where the company section is missing from the left side of the trial page.
October 2020
- Fixes an issue in Kayako TNK where the dropdown list for "Show in category" was not alphabetized.
- Fixes an issue in Kayako where creating a new article from a section results in the title and content being missing.
September 2020
- Fixes an issue in Kayako Apps that started occurring with the release of version 5.2.21 where replies that use greater than and less than symbols, e.g. <example>, or curly brackets, e.g. {example} would result in this error message.
- Fixes an issue in Kayako Frontend that started occurring with the release of version 5.2.21 where replies that use greater than and less than symbols, e.g. <example>, or curly brackets, e.g. {example} would result in this error message.
- Fixes an issue in Kayako Purify that started occurring with the release of version 5.2.21 where replies that use greater than and less than symbols, e.g. <example>, or curly brackets, e.g. {example} would result in this error message.
- Fixes a security issue with Kayako Apps where a bad actor could impersonate a Kayako customer and send unwanted emails to the customer's clients as the customer.
- Fixes a security issue with Kayako Base where a bad actor could impersonate a Kayako customer and send unwanted emails to the customer's clients as the customer.
- Fixes a security issue with Kayako Frontend where a bad actor could impersonate a Kayako customer and send unwanted emails to the customer's clients as the customer.
- Fixes a security issue with Kayako Help Center where a bad actor could impersonate a Kayako customer and send unwanted emails to the customer's clients as the customer.
- Updates the method Kayako uses to connect to Facebook pages in order to comply with recent updates to Facebook's policies on URL redirection.
- Fixes an issue in Kayako Help Center where a conversation that is Closed allows the User to reply instead of starting a new conversation.
- Fixes an issue that occurs when text is quoted, using the built-in feature, the cursor jumps back to the end of the quoted text.
- Fixes an issue in Kayako Help Center where the follow-up date on a custom calendar field will be different by one day between the Help Center and Inbox.
- Fixes an issue in Kayako Help Center where the system continues to email the original Requester after the Requester has been changed.
- Updates the method Kayako uses to connect to Facebook pages in order to comply with recent updates to Facebook's authentication policies.
- Fixes an issue in Kayako Help Center where after clicking on Edit Article the user is redirected to a page where the Title and Section Description are missing.
- Fixes an issue in Kayako Help Center where a user's browser settings for language, e.g. English, will override the user's language selection in the Help Center, e.g. Spanish, so that certain messages are presented in the wrong language.
- Fixes an issue in Kayako Help Center where a ticket that an agent responds to triggers assignment of the ticket to the agent, but later the system unassigns the agent.
- Fixes an issue in Kayako TNK where the dropdown list for "Show in category" was not alphabetized.
- Fixes an issue that occurs when an organization sets the Organization and Brand default language, for example French, and a user sets their language to something else, like Engilsh, causing the site to be displayed in English instead of French.