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Popular in Kayako Classic - Troubleshooting Articles

  1. Prolonged Loading Times in Kayako Classic

  2. Troubleshooting Kayako Classic Portal Outage and Upgrade Issues

  3. Troubleshooting 'Warningescapeshellcmd() has been disabled for security reasons' Error in Kayako Classic

  4. "Cannot access protected property" PHP Error After Upgrading to Version 4.99.8

  5. Can I get support from the Kayako Classic team over the phone?

Popular in Kayako Classic - Account Management

  1. Unable to Access MyKayako Account

  2. How Can We Upgrade Our Price Plan While Renewing Our Contract or Subscription?

  3. How Can We Get a Quote to Set up a New Kayako Classic Support Site?

  4. Can We Get a Kayako Classic Trial License?

  5. When Does the Subscription's Service Period Start and Can I Request License Extension Due to Non-Usage?

Popular in Kayako Classic - Customer Accounts & Licensing

  1. Adding Seats for Kayako Classic Subscription

  2. Can you reissue a license key with a different domain while my.kayako.com is down?

  3. Cancelling Kayako Classic Account or Subscription

  4. Checking or Updating Billing Information Through My.Kayako.com

  5. Downloading the Key.php File for Your Kayako Account

Popular in Kayako Classic - Custom Fields

  1. Alerting Users With Warning That There's an Empty Mandatory Field When Submitting Tickets

  2. Error "One of the Required Fields Is Empty" When a User Submits a Ticket From the Support Center

  3. Is It Possible to Have a Mandatory Drop-Down Custom Field With No Default Value?

  4. It is Not Possible to Have Multiple Levels of Nesting in a Linked Select Custom Field After Upgrading From 4.77 to 4.93.

  5. Querying the Database Using Custom Fields From Tickets

Popular in Kayako Classic - Departments

  1. "Uncaught Exception Invalid data provided .." when Managing New Department

  2. Assigning Departments to a Specific Staff User

  3. Deleting Departments

  4. Effects of Deleting a Department on the Tickets and Chats

  5. Organizing Your Support Requests Into Departments

Popular in Kayako Classic - Email Configuration

  1. "stream_socket_enable_crypto():" Error While Sending Ticket Updates

  2. "Unable to connect with TLS encryption" Error when Sending Emails

  3. "Unable to connect with TLS encryption" error when sending Kayako emails using Microsoft Office 365

  4. Adding and Configuring Email Queues to Receive Tickets via Email

  5. Are Emails Going Out of a Pipe Email Queue Being Sent Through Kayako's SMTP?

Popular in Kayako Classic - Email Parser Rules & Automation

  1. Email not Generating a Ticket due to "Email is being discarded since we may already have a ticket created for it"

  2. Email Parser Does Not Auto-Run on Kayako Classic Download

  3. Extra Dot in Helpdesk Base URL Is Added in Auto-Response Emails

  4. Fixing the Issue With Auto-Response Email Creating Endless Loop

  5. Fixing the PHP Error 'Undefined Index: Departmentid...' That Appears After Editing a Parser Rule

Popular in Kayako Classic - Infrastructure

  1. Accessing Kayako Classic Log Files

  2. Changing the Cache Folder of Kayako Classic Installation To Improve Performance

  3. Changing the Helpdesk Base URL in Kayako Classic

  4. Dealing With Large Kayako Classic Log Files With the Message "Loading Unoptimized Cache"

  5. Disabling MySQL Strict Mode on the Server

Popular in Kayako Classic - Installation & Upgrades

  1. Latest PHP version Supported by Kayako Classic

  2. Before Running the Setup Script to Upgrade to a New Version of Kayako Classic The Diagnostics Tool Shows a Number of Database Differences

  3. How do I restore an Attachment Backup to my Kayako Classic Download Instance?

  4. Which Ports Need to be Open for Kayako Classic to Work on Azure?

  5. Upgrade Path for Older Versions

Popular in Kayako Classic - Integration

  1. Error "401 Unauthorized: Access is denied due to invalid credentials" When Running API Calls

  2. Does Kayako Classic Supports Single Sign-on (SSO)?

  3. LoginShare Stopped Working After Upgrading Kayako Classic

  4. Integrating Kayako Classic Instances With JIRA

  5. Integrating Kayako Classic Instances With Salesforce

Popular in Kayako Classic - Knowledgebase

  1. Exporting Knowledge Base Articles From Kayako Classic

  2. How Can We Secure the Files We Attached on Our Support Center Articles?

  3. How to Generate a Report for the Total Views and Ratings of Our Knowledgebase?

  4. Inserting or Using iFrame Into a Knowledgebase Article

  5. Knowledgebase Article Showing Full Preview Despite Character Limit Is Set to Zero

Popular in Kayako Classic - Languages

  1. Changing the Default Language in Kayako Classic

  2. Downloading Language Packs

  3. Enabling or Disabling Language Packs

  4. How Can I Enable Sending Emails and Auto-Responses From the Helpdesk in a Different Language?

  5. Importing or Exporting Language Packs

Popular in Kayako Classic - Live Support

  1. Adding Live Chat on WordPress Kayako Integration

  2. Are the Files That Clients Attach in Live Chat Found in the Database?

  3. Calculating the Average Response Time When the Chat Is Assigned to the Agent

  4. Changing the Default Department in Live Chat Window

  5. Customizing Your Support Center's Live Chat Button

Popular in Kayako Classic - Macros

  1. Finding the Text Content of Macros From the Database

  2. Why Are Some Ticket Types Not Showing up When Creating Macros?

  3. Attaching Files to Macro-Generated Replies

Popular in Kayako Classic - Mobile Apps

  1. Error 'Unable to log in: Failed to connect' When Using the Mobile Application

  2. iOS App shows HTML Tags in Ticket Replies

  3. Kayako Classic Mobile App Not Working After Upgrading iOS

  4. Kayako mobile app crashing with a "request timed out" error during login

  5. Problem with the iOS Swipe to Delete Function

Popular in Kayako Classic - Notifications

  1. Can you set autoresponders based on timeframe i.e. one for normal working hours and another for after-hours?

  2. Creating Notifications for Staff per Department

  3. Excluding a Staff or Team Member From Receiving Notifications Intended to a Team It Belongs

  4. How Can We Stop Sending Auto-Responses to CC'd Email Addresses on Tickets?

  5. Why Are Intended Recipients Not Receiving Staff Notifications From Our Instance?

Popular in Kayako Classic - Preferences

  1. Why Are the Timestamps in the Staff Control Panel Logged One Hour Late Than the Timezone?

Popular in Kayako Classic - Reporting & KQL

  1. What Is the KQL Query That List Total Count of Tickets Handled by Agents?

  2. KQL Query to Pull Tickets Created by Staff With 'As a user' or 'Send an email' Option

  3. Obtain Staff's Availability (Login and Logout Times)

  4. Timestamps Are Displayed in UTC When a Report Is Exported in Excel Format

  5. KQL Matrix Reports Are Broken After an Upgrade

  • Articles

    A central hub of all the developer resources, software kits and technical documentation.

Popular in Kayako Classic - REST API (Developer Resources)

  1. Created Tickets Through REST API Cannot Be Replied to or the Email Is Never Sent to the Requester at All

  2. Is There a Rate Limit Imposed for Kayako Classic REST API?

  3. Generating API Signature Using PHP

  4. Retrieving Ticket Posts Using API

  5. Enabling Kayako Classic's REST API

Popular in Kayako Classic - Satisfaction Surveys

  1. Configuring the Survey to Be Sent Out After a Certain Number of Days or Hours Instead of Sending It Right Away

  2. How Does Auto-Close Rule Affect Sending Out Surveys?

Popular in Kayako Classic - SLAs & Escalations

  1. Ticket has SLA Plan Even though it Does not Match SLA Criteria

  2. Why Does the SLA Clock Resets When Ticket Priority Is Changed?

Popular in Kayako Classic - Spam & Bounce Emails

  1. Ensuring Your Emails Are Received and Do Not Go Into Your Customer's Spam Folder

  2. Preventing Spam for Helpcenter Comments Using CAPTCHA and Akismet

  3. Preventing Spam in Russian Language

  4. Troubleshooting Regular Expression Field in Email Parser Rule

  5. Unactioned Spam Email is Affecting Reports

Popular in Kayako Classic - Staff Management

  1. 'Uncaught Exception: Invalid Data Provided' Error Is Generated When Creating New Users or Parsing Tickets From Unregistered Users

  2. Are Disabled or Deleted Staff Users Included on Your Bill?

  3. Error 'Uncaught Exception Invalid Data Provided in ./__swift/Apps/Base/Models/Staff/Class.swift_staff.Php:149' After an Upgrade

  4. Fixing the Error 'Uncaught Exception: Expected response code 250 but got code "530", with message "530 5.7.0 Authentication required' When Trying to Reset a Password

  5. Getting a New Password for Kayako Live Chat Login

Popular in Kayako Classic - Search

  1. Search Does Not Return Expected Results when using MySql version 8.0.22 or greater

  2. Searching Tickets by Tags From Departments Brings up a Result With Tickets From Trash

  3. Uncaught Exception Received When Searching

  4. Search Functionality for Users in the Help Center

  5. Enabling the Knowledge Base Search to Look for the Short Words

Popular in Kayako Classic - Support Center

  1. Changing or Modifying the Registration Policy Consent Text

  2. Changing the Logo on the Live Chat Submission Form

  3. Disabling the Support Center

  4. Fixing the Error "We encountered a problem (cross-site request forgery detected); please try again" When Logging In to the Support Center

  5. Modifying the Support Center to Remove All Content and Redirect Visitors to Another Site

Popular in Kayako Classic - Support Tickets

  1. Adding a CC Field on the Ticket Submission Form

  2. Adding Hyperlinks Within the Ticket Internal Note

  3. Appending Multiple Inline Images Take a Huge Amount of Time To Upload the Images

  4. Assigning Tickets to Staff Members Automatically

  5. Attaching Large File Images Directly to the Body of the Ticket

Popular in Kayako Classic - Templates

  1. Can Yes be Preselected for the Enable DST and Subscribe to Newsletter Options on the Preferences Screen in the End-User Portal?

  2. Disabling Default Department Selection

  3. Disabling Privacy Policy Checks

  4. Fixing the 'Cross-site Request Forgery' (CSRF) Error When Submitting a Ticket

  5. Modifying the Content of the Autoresponder email

Popular in Kayako Classic - User Management

  1. Why Is a User With Multiple Email Addresses on Their Profile Only Gets Ticket Updates in One Email Address?

  2. Unknown Users are Registered in Kayako

  3. Why do we have tickets with backdated notes?

  4. Mass Updating the Organization Assigned to Multiple Users

  5. Why Is the CAPTCHA Image on the New User Registration Page Not Displaying?

Popular in Kayako Classic - VoIP

  1. Codecs Supported with VoIP Feature in Kayako Desktop

  2. Why Are the Calls From Another Phone Number Appears in the Call Logs History?

Popular in Kayako Classic - Widgets & Apps

  1. Changing the Name of a Widget

  2. Disabling the User Registration Button From the Support Center

  3. Preventing Users From Opening a Ticket Through the Support Center

  4. Publishing News from Other Sites to Own Support Site

Popular in Kayako Classic - Workflow

  1. Why Am I Getting the Error "Missing Fields - One of the Required Fields Is Empty or Contains Invalid Data..." When Trying to Create or Update a Workflow?

Popular in Kayako Classic - Company Updates

  1. Email Sent to support@kayako.com Not Reaching the Kayako Support Team

  • Articles

    Check here for the latest news about Kayako Classic.

Popular in Kayako Classic - Software Updates & Release Notes

  1. Issues Solved by Using Kayako 4.98.9

  2. What is the latest version of Kayako Classic?

  3. Kayako Classic 4.99.x Release Notes

  4. Kayako Classic 4.98.x Release Notes

  5. Kayako Classic 4.97.x Release Notes

Popular in Kayako Classic - Essential Articles

  1. How to differentiate if I'm using Kayako Classic or The New Kayako

Popular in Kayako Classic - Troubleshooting Guides

  1. Error When Installing Kayako Classic on a Different Drive

  2. Fixing Common Kayako Classic Errors

  • Articles

    Get help with installing, running, and upgrading Kayako Classic on your own server.

Popular in Kayako Classic - Installations & Upgrades (Download Only)

  1. Kayako Classic Installation is Failing with an Uncaught SWIFT_Exception: Invalid data provided in Error and Failed to OPen Stream: Permission Denied Warning

  2. Manually Scheduling a Server Task/Cron Job for Kayako Classic Download

  3. Installing Kayako Classic Download

Popular in Kayako Classic - FAQs

  1. How to Make the Best Use of the Kayako Classic ATLAS Support Chat

  2. Escalating Support Tickets with the Kayako Classic Team

  3. Personal Information Stored in Kayako Classic

  4. Is Kayako Classic affected by Apache Log4j vulnerabilities?

  5. Adding Videos or Images in Knowledge Base Articles

  • Articles

    Turn here for advice on Kayako Classic's APIs, integrations, and mobile apps.

Popular in Kayako Classic - Advanced Configuration

  1. Setting up OAuth in Kayako Classic using Google

  2. Setting up OAuth in Kayako Classic using Office 365

  3. Preventing Spam Tickets in Kayako

  4. Console-based search engine re-indexer

  5. Accessing Kayako Classic Diagnostic Tools

  • Articles

    Learn all about creating, configuring, and managing Kayako Classic user accounts.

Popular in Kayako Classic - User Accounts

  1. Supported Payment Methods

  2. Changing the Staff or Admin Password Through the Helpdesk

  3. Adding Customers to an Organization Automatically

  4. Importing Users from Other CRM or Mailing List

  5. Searching for Users and Organizations

  • Articles

    Understand what's really happening in your helpdesk with Kayako Classic reporting.

Popular in Kayako Classic - Reports and KQL

  1. I need a custom KQL query to meet my requirements

  2. How to Generate a Report for Specific Dates Across Multiple Years in Kayako Classic

  3. Optimizing KQL Reports

  4. KQL Condition & Operator Reference

  5. Creating Common SLA Reports with KQL

  • Articles

    Master Kayako Classic's custom templates, so you can fine tune your customers' support experience.

Popular in Kayako Classic - Custom Templates

  1. Using Template Groups to Create a Branded Support Experience

  2. Adding Quicklinks to Your Support Site with Widgets

  3. Customizing Support Center Look

  4. Managing Your Template Modifications

  5. Best Practices for Editing Kayako Classic Templates

  • Articles

    Working to set up calls or chat in Kayako Classic? These articles will get you up and running.

Popular in Kayako Classic - Live Chat and Calls

  1. Generating and Adding a Live Chat Button to Website

  2. Kayako Chat Gateway

  3. Removing the 'Live Chat Software by Kayako' Text from the Support Site

  4. Adding Branded Logos to Live Chat Windows

  5. Enabling VoIP/Phone Support in Kayako Desktop

  • Articles

    Get to know Kayako Classic with guides to the interface, key features, and common workflows.

Popular in Kayako Classic - Quick Start Guides

  1. Understanding User Types and Interfaces

  2. Guide to managing support tickets

  3. Guide to Enabling Live Support

  4. Setting Up Your Team in Kayako

  5. Building Your Knowledge Base

  • Articles

    Get detailed instructions for configuring inbound and outbound emails in Kayako Classic.

Popular in Kayako Classic - Email Configuration

  1. Fetch Emails (POP3/IMAP) Task Failed to Run

  2. IMAP Support Error

  3. Considerations While Configuring Outbound Emails

  4. Preventing Piped Email Bounces

  5. Configuring and Troubleshooting Email Piping

  • Articles

    Brush up on building ticket views, defining custom fields, and managing Kayako Classic support tickets.

Popular in Kayako Classic - Support Tickets

  1. Notifying your users of ticket status changes

  2. Editing "Select Department" Form Description Text and Kayako Classic Templates

  3. Users Setting Priority for Their Own Tickets

  4. Disabling Customer Satisfaction Surveys

  5. Creating Tickets on Behalf of an Existing User