From 4.93 version Kayako handles the ticket content internally, including user and staff replies, as HTML. But how it is displayed is configured with these settings:HTML handling (on the web and in email notifications) and HTML handling (for staff replies)
To enable breaklines follow the steps below:
Enable TinyMCE Editor, if disabled, under: Admin Control Panel > Tickets > Settings
Than adjust Tickets settings:
Admin Control Panel > Email Parser > Settings > Prioritize email content type = HTML
Admin Control Panel > Tickets > Settings > HTML handling (on the web and in email notifications) = Allow HTML
Admin Control Panel > Tickets > Settings > HTML handling (for staff replies) = Allow HTML
Alina Maxi