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Ticket subject striped out

Discussion in 'Using Kayako Classic' started by Alex Saavedra, Mar 23, 2018.

  1. Alex Saavedra

    Alex Saavedra Member

    Hi everyone,

    We noticed a strange behaviour. When receiving a subject line such as:

    [Case #1234]: Please respond​

    Kayako strips out one part, and the subject is changed to:

    Please respond​

    However, if the ticket subject doesn't include the colon just after the closing bracket, the subject remains unchanged.

    Does anyone know how to stop this weird behaviour?


    Alex Saavedra
  2. Alex Saavedra

    Alex Saavedra Member

  3. supportskins

    supportskins Kayako Guru

    I think Kayako will strip out anything with square brackets as it uses it to check the incoming emails. That is how the email parser works.
  4. Alex Saavedra

    Alex Saavedra Member

    Hi supportskins,

    The email parser will leave intact any content in square brackets, unless a colon follows the closing one. Kayako Support confirmed they could reproduce the issue.


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