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[26/12/2017] Planned Helpdesk maintenance - 4.76.1 - 4.80.2

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The helpdesk is having a scheduled maintenance period.

It will be unavailable during a software upgrade.


Starting at 20:00 UTC.



(Upgrade from 4.76.1)

4.77 Release Notes


  • [SWIFT-5061] - Added option for administrators to control maximum cases per page for individual views.
  • [SWIFT-5066] - The Knowledgebase and News wysiwyg editors now support drag/drop image upload.
  • [SWIFT-5060] - Emojis support has been added to case subjects.

Fixes and other improvements

  • [SWIFT-5082] - "From Email is Empty" error is logged if the FROM contains special characters
  • [SWIFT-2992] - Duplicate tickets displayed within Client Support Center when sorting according to status
  • [SWIFT-4479] - In Open Queue mode, transferred chat requests are not offered in Kayako Desktop if operator's status is set to 'Away'
  • [SWIFT-2440] - Help desk should not send follow up emails to the CC'd users of a ticket
  • [SWIFT-3297] - Improved pagination when searching cases from staff control panel.
  • [SWIFT-3654] - Attachment support has been added to the staff API for notifications and replies.
  • [SWIFT-3702] - In Open Queue mode, chats cannot be transferred to staff when live chat department is not assigned
  • [SWIFT-4424] - SLA plan is not applied if "clear Reply Due time" option is enabled for a status.
  • [SWIFT-4857] - Custom fields linked to Live chat (after chat) group are not updating
  • [SWIFT-4968] - First ticket post treated as plain text, even if it contains HTML.
  • [SWIFT-5034] - Current year within yearly ticket recurrence is now supported
  • [SWIFT-5054] - Resolved and Autoclosed date show different timestamps in reports.
  • [SWIFT-5063] - Improved support and error messages when "open_basedir" is enabled
  • [SWIFT-5069] - Emails from iPhones are being parsed blank
  • [SWIFT-5079] - Merging users generates a PHP error
  • [SWIFT-3020] - Survey email should be sent after a ticket is closed


 4.78.1 Release Notes


  • You can now search and filter based on ticket tags.
  • Admin notification if an email cannot be fetched from an email queue.
  • In case of multiple email addresses for user account, there should be an option under User account to be enabled for sending ticket updates to all the email addresses.


New Feature and Improvements

  • [SWIFT-1061] - Ability to filter and search according to ticket tags
  • [SWIFT-1175] - Admin notification if an email cannot be fetched from an email queue
  • [SWIFT-1683] - Added the ability for a user to receive notification emails on all their configured email addresses
  • [SWIFT-896] - Improved canned response formatting
  • [SWIFT-1116] - Manage Knowledgebase pages can now be sorted via 'Last Update'
  • [SWIFT-1360] - 'Auto Refresh' setting now works for filters

Fixes and other changes

  • [SWIFT-791] - Improved Knowledgebase article formatting when using quick insert into a staff reply
  • [SWIFT-1326] - Fixed a bug where staff teams did not obey Knowledgebase category restrictions
  • [SWIFT-4446] - Fixed a bug where Resolved date and Creation date were identical if using the release tab to make amendments
  • [SWIFT-4782] - Fixed a bug where adding email recipients name using commas caused malformed addresses to be added
  • [SWIFT-5067] - Fixed a bug where the SMTP server password did not accept %12 in the password
  • [SWIFT-5077] - Improved HTML formatting when using the strip tags option
  • [SWIFT-5097] - Fixed a bug which lead to Infinite loops with several custom fields.


We released a minor product build to fix the following defects:

  • [SWIFT-5117] - Different Ticket count shown for shared organization users
  • [SWIFT-5128] - SLA timers getting reset to previous values while replying the tickets
  • [SWIFT-5132] - Rest API issue with attachments accessible without ticket permission.

If you are currently using Kayako 4.78.0, a patch update is possible by updating only the files below:

  • '__apps/tickets/api/class.Controller_TicketAttachment.php'
  • '__apps/tickets/models/Ticket/class.SWIFT_Ticket.php'
  • '__apps/tickets/staff/class.Controller_Ticket.php'
  • '__swift/apps/base/models/User/class.SWIFT_UserEmail.php'

4.79 Release Notes


  • The CC field on the 'Forward' tab now has auto-fill suggestions
  • SMTP server errors are now added to the error logs when there is an issue.
  • If the `Include ticket reply summary in staff replies`option is enabled, those summaries will now appear below a breakline.
  • For tickets created with the Staff API, attachments will now come through with the reply emails.

New Feature and Improvements

  • [SWIFT-4767] - Auto-suggestion is not working for CC option under the Forward tab
  • [SWIFT-4831] - SMTP errors should be logged under error logs for notification emails when there is an issue with SMTP server.
  • [SWIFT-3740] - Ability to select which attachments to purge (i.e. tickets, knowledgebase, etc)

Fixes and other changes

  • [SWIFT-5136] - Convert text box into select drop down for option Maximum number of emails to download in a batch
  • [SWIFT-5137] - Enable breaklines in Staff replies by default if someone enables the option `Include ticket reply summary in staff replies`
  • [SWIFT-5138] - Check and alert if `Email size limit` is more then the PHP memory_limit
  • [SWIFT-2230] - Filter results/Advanced search does not show all the ticket IDs if search limit is set as default
  • [SWIFT-2275] - SLA plan associated with User always overrides SLA plan for the tickets when user further replies the ticket
  • [SWIFT-4495] - Encrypted value of Custom Fields is visible in ticket list when seen under a 'View'.
  • [SWIFT-5035] - User email address is replaced with the Staff email address
  • [SWIFT-5058] - Placeholder used for 'username' for 'Send Email' tickets shall pick user name, instead of staff name
  • [SWIFT-5085] - User Search breaks while using Quick Filter
  • [SWIFT-5108] - Attachment is not sent in the reply email sent to customer for the tickets created using Staff API
  • [SWIFT-5115] - Increasing rating scale limit from 8 to 10
  • [SWIFT-5121] - Add valid kb article link for expiry message
  • [SWIFT-5125] - "acfinalintro" phrase is picking up wrong value for "status" and "hours" variable in final autoclose notification email for "Deutsch (DE)" language pack
  • [SWIFT-5126] - Admin receiving email parser alerts for banned email address as well

4.80.2 Release Notes


Update: Hotfix release 4.80.2

We've released a hotfix to resolve:

  • An  security issue which caused the potential compromise of an email queue set up in Kayako.  We recommend all customers apply the 4.80.1 updated release to ensure they are not vulnerable.
  • A change to Kayako's heartbeat routine (which calls home to us to let us know your installation is active) to make it more efficient.  

Original Release 4.80


  • Adding a ticket note will now auto refresh the display.
  • When editing a ticket, the user's email field will now auto-complete.
  • The Mail Parser log has a new filter that shows only failed messages.
  • You can now prevent staff from using their own email address as the 'From' address when replying to a ticket.
  • Recurring tickets now retain CC recipients as well as the primary user address.

Upgrade notes: You'll need to restore the 'newslist' template, after the update. Also, if you're a Download customer upgrading from a much earlier version, make sure you review previous release notes as well. 


  • [SWIFT-4810] - Improved compatibility of the SMTP handshaking to support mail servers using IPv6 identifiers
  • [SWIFT-4911] - Removed redundant parameter from MarkAsAutoClosed function calls
  • [SWIFT-5111] - Improved KQL to support the use of [] and # within ticket subjects
  • [SWIFT-5120] - Fixed an issue which caused extra line spacing when editing macros
  • [SWIFT-5127] - Improved Mail Parser to support emails with empty 'From' addresses
  • [SWIFT-5129] - Improved support for Russian characters in Mail Parser 
  • [SWIFT-5150] - Fixed the 'Incorrect tickets' count on support center when using shared organizations
  • [SWIFT-5176] - Fixed the API where adding replies would fail when using Kayako Classic Mobile Apps

New Features

  • [SWIFT-1045] - The Mail Parser log has a new filter that shows only failed messages.
  • [SWIFT-1683] - When using multiple email addresses there is now an option to send out replies to all the users' email addresses
  • [SWIFT-1737] - You can now prevent staff from using their own email address as the 'From' address when replying to a ticket
  • [SWIFT-2632] - Added an option to the REST API  to retrieve attachments for a specific ticket post


  • [SWIFT-1598] - Fixed the 'Read More' link at the bottom of news articles so it's aware there is no more content
  • [SWIFT-1983] - Added Auto-complete for a user's email address when editing a ticket
  • [SWIFT-3465] - Tickets will now auto-refresh when adding ticket notes
  • [SWIFT-4687] - Recurring tickets will now also remember their 'CC' recipients
  • [SWIFT-4806] - Added an option to the staff API to disable sending automatic emails when creating a ticket reply
  • [SWIFT-5076] - SwiftMailer library is now current with the latest version.
  • [SWIFT-5157] - Improved error message display when creating ticket from the Staff CP where you are not assigned to the chosen department

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