Hello,
we are currently using osTicket version 1.18.3 in our company.
In a previous version of osTicket, we experienced a very frequent issue where ticket replies were displayed as empty (roughly every third ticket). To mitigate this, we applied the fix described here:
https://forum.osticket.com/d/107309-ticket-replies-showing-empty-on-1177/65
This workaround significantly improved the situation at the time.
After upgrading to a newer osTicket version, the issue became much less frequent even without further changes. Currently, the “empty reply” problem only occurs sporadically (approximately once every 50–100 tickets).
However, when trying to re-check or reapply the fix in version 1.18.3, we noticed that the corresponding code section in class.format.php (as shown in the following screenshot) no longer seems to exist:
https://forum.osticket.com/assets/files/2026-02-18/1771441157-386133-classformatphp.jpg
Our assumption is that the relevant logic may have been refactored or moved in newer versions.
Has anyone else encountered this behavior in osTicket 1.18.x, or is there an updated or alternative fix for this issue?
Even though the problem is now rare, we would prefer to fully resolve it if possible.
Any technical insights would be highly appreciated.
