Articles

• Missing Ticket due to Email being Rejected with "The Source Email Address is the Same as an Email Queue"

  Overview A user is not able to locate a case created via email. Upon checking the email parser logs, it displays the following failure message: Email rejected as the source email address is the same a...

• Manually Adding or Removing Email IDs from Banned List

  Overview Once an email has been marked as Spam, as described in Marking Tickets as Spam KB article, it will be listed and can be found in Admin Control Panel > Mail Parser > Bans This article describe...

• How Does the Number of Emails to Download in Batch From the Email Parser Settings Affect Performance?

  Overview This article provides information on how the number of emails to download in batch which is configured in the email parser settings affects your Kayako Classic performance.   Information The ...

• How Can We Disable the Auto-Response Email From a Specific Email Queue?

  Overview You may opt not to send an autoresponder email when a user sends an email to one of your email addresses or email queues. This can be disabled from the email queue settings.   Solution NOTE: ...

• How Can I Restrict Tickets Coming Into Kayako Classic Based on Attachment Size?

  Overview This article provides information on restricting Kayako Classic from accepting emails or tickets based on attachment size.   Information Kayako Classic lets you restrict the size of each emai...

• Handling the Error 'Server Disables Login, No Recognized SASL Authenticator' When Setting Up the Email Parser Queue

  Overview While trying to set up an email queue in the email parser on Kayako Classic, you may encounter the error Server disables LOGIN, no recognized SASL authenticator”. This article provides inform...

• Handling the Error 'IMAP Connection Broken (Server Response)' When Setting Up the Email Parser Queue

  Overview While trying to set up an email queue in the email parser on Kayako Classic, you may encounter the error IMAP connection broken (server response). This article provides information about this...

• Handling the Error "preg_split(): Unknown modifier '=' " When Running the Fetch Emails Task Manually

  Overview When running the fetch emails (POP3/IMAP) task manually, the error preg_split(): Unknown modifier '=' may appear. This article provides information on how to fix this issue.   Information Th...

• Forwarded Emails or Messages From Office 365 Are Failing

  Overview You might encounter an issue where your Kayako Classic instance has stopped receiving emails or messages from your Microsoft Office 365 email address. The following error may be observed: Del...

• Fixing the Error 'Uncaught Exception: Expected response code 250 but got code "535", with message "535 5.7.8 Username and Password not accepted' When Using a Gmail Account

  Overview When trying to respond to a ticket in Kayako Classic, users might see the following error: Uncaught ExceptionExpected response code 250 but got code 535, with message 535 5.7.8 Username and P...