Cannot read client tickets

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Hi folks,

We had some issues with our old Kayako support system and after contacting Kayako support they informed me it would be best to upgrade the Kayako installation with the latest version.

When a client submitted a support ticket directly from the Kayako system not via e-mail piping it would create the ticket however the client's response would not be visible it would remain blank.

After updating the Kayako system with the latest version as outlined by the support staff, the same problem is still apparent, any ideas what the problem could be and how one would go about correcting it?

And just a general question, where does one locate the file which displays / formats the items a user sees when they visit the index page of the supportsuite?

Regards,

[Digital Mayhem]

I don't know what the problem is it may require a new full install... but regarding what you see in the main page you edit whats displayed there via /includes/Widgets/widgets.php

[bear]

May be unrelated, but I'd seen something similar when the client was submitting via email, and they'd used HTML formatting, apparently in Outlook. Blank responses. I was able to see it, however, if I used the quote feature as if I were replying. Traced it back to how I was telling Kayako to strip HTML and I was able to make it work properly.

If you open the ticket and try quoting the blank reply, can you see any content?

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Thanks for the information on the widgets Digital Mayhem; it had been so long since I did this customisation. This is a new full install; this is why I needed to locate the widgets so I could get this page to look the same as our old apparently broken version.

Bear, I had a look at the quote option you mentioned, unfortunately this still shows up as blank response:

Posted on: 06 Oct 2007 12:00 PM
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Posted on: 06 Oct 2007 12:17 PM
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Posted on: 06 Oct 2007 04:26 PM
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And the client said he was using the actual contact form and not submitting an e-mail as I had first assumed, so the problem must be with Kayako itself. What is bugging me is that I was informed to re-install with a fresh installation and the problem is still apparent, and I just don’t understand.

It does need to be resolved quickly as this does not instil a very reliable image on our hosting company. I really appreciate all you’re replies as so far I have not had any response from Kayako themselves regarding the support ticket submitted.

Regards,

[Mahesh Slaria]

Hi Tahir Ahmed,

Can you please provide me Admin CP access and FTP access to look into this issue?
You can email me at mahesh.slaria AT kayako.com also provide me support ticket id to look into this. I make sure that your issue would be fixed at highest priority.

Regards,

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