Articles

• Why Is the Export as Excel Option When Downloading Reports Produces a File That Contains Only PHP Source Snippet?

  Overview When trying to download a report using the Export as Excel options (.xlsx or .xls), it produces a file with no extension (only says Excel) with no readable data and containing a PHP source co...

• What is the table/column storing the Ticket Assignee?

  Overview A user might be looking to create a report based on the ticket assignee and is looking for information on which table and column should be used to identify the staff user assigned to the tick...

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

  Overview You might want to know the KQL query that will list or generate a report of the total count of tickets handled by agents on a particular given period.   Information Reports in Kayako Classic ...

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

  Overview You might notice an issue when you export a report in Excel format (i.e., .xls), the system converts the timestamp (date and time) to a UTC time and does not use the local timezone. Exporting...

• Obtain Staff's Availability (Login and Logout Times)

  Overview One is looking for a way to generate a report that contains the times agents are available. The idea is to obtain the total logged-in time for each agent on a daily basis and for a specific t...

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

  Overview When creating a new ticket, the agent has the option of creating it 'As a user' or 'Send an email.' You may wonder if a report can be generated to show this data. Yes, a KQL query can be gene...

• KQL Matrix Reports Are Broken After an Upgrade

  Overview If you upgraded your Kayako Classic to version 4.93.01 and try to run a matrix report, you may notice issues such as: Report not generating an output or no data is showing Report is producing...

• Introduction to Kayako Query Language (KQL)

  Overview Your Kayako Classic helpdesk contains a variety of out-of-the-box reports, so if you're not comfortable writing your own reports using the Kayako Query Language, don't worry. See our Introduc...

• How to Get a Report for the Number of Users Who Submitted Tickets Through the Support Center?

  Overview You may want to generate a report that shows the number of users who submitted tickets through the support center. A KQL query can be used to pull this kind of report. The column name that yo...

• Fixing the Issue With Ticket Post Contents From KQL Query Returning With HTML Tags

  Overview When trying to send a KQL request to retrieve ticket posts, the query returns a result of post contents with HTML tags <p> and </p>. It also adds a <br /> tag at the end of each line. (see a ...