Articles

• Fixing the Error 'Uncaught Exception: Expected response code 250 but got code "235", with message 235 2.7.0 Authentication successful' When Sending Replies to Tickets

  Overview When trying to respond to a ticket in Kayako Classic, users might see the following error while using Office 365 as SMTP: Uncaught ExceptionExpected response code 250 but got code 235, with m...

• Fixing the Error "The helpdesk has no email queues for the email recipients"

  Overview You might encounter a problem where the helpdesk is unable to generate tickets due to the following error, which can be found in the parser log: The helpdesk has no email queues for the email...

• Error 'Uncaught Exception: Failed to Authenticate on SMTP Server With Username' When Sending Auto-Responses

  Overview When the system sends out auto-responses, the error 'Uncaught Exception - Failed to authenticate on SMTP server with username' appears.  This error suggests that the outgoing SMTP settings or...

• Error "From Email is Empty #0..." When Parsing Emails

  Overview Sometimes, when a user tries to send an email with multiline headers or aFromaddress that contains special characters, they will see the error in the email parser log that says From Email is ...

• Emails Sent From the Helpdesk Are Showing as Blank Emails on End-Users or Recipients

  Overview You may get a report from your customers or end-users that emails with large inline images coming from your helpdesk are showing as blank when they received it. This was a known issue in lowe...

• Emails Coming From Kayako Are Detected as SPAM Even After Configuring the SPF Record

  Overview You might have set up a Sender Policy Framework (SPF) record for your domain but your emails are still being captured as SPAM. This article provides information on how to fix this issue.   In...

• Email Sender Name Does not Match Staff Name

  Overview You have noticed that the sender name used in the emails is different than the one defined for the staff user. For instance, the image below shows how the staff name is John Smith, but it is ...

• Email Parser Log

  Overview This KB article provides valuable information about the email parser logs.   Information To access the email parser logs, navigate to Admin Panel > Email Parser > Parser Logs. Email Parser Lo...

• Email Flow not Working in Kayako Classic Instance Using O365

  Overview A user has noticed that emails are no longer being sent nor received by their Kayako instance. For instance, the automated notifications/alerts to PagerDuty are not being delivered. Additiona...

• Duplicate Tickets are Created From Your Email Queue

  Overview Duplicate tickets are being created by an Email Queue configured to retrieve emails using POP3.  The Email Queue is able to retrieve emails but is not able to delete the emails after they are...