Articles

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• Using Custom Field Data When Customizing Email Templates

  Overview In Kayako, it is possible to use custom fields data when customizing email templates. To do so, just like any other type of field, you can use data from custom fields when editing the templat...

• Error : 'Missing fields one of the required field is empty or contains invalid data' When Editing the Properties of an Email Queue

  Overview Sometimes, when editing the properties of an email queue in Kayako Classic, you'll encounter the following error 'Missing fields one of the required field is empty or contains invalid data; p...

• Error When Sending Email Replies: 'Client does not have permissions to send as this sender'

  Overview When trying to send email replies, you may encounter the following error message: 550 5.7.1 Client does not have permissions to send as this sender. In this article, we'll explain the root ca...

• Restricting Users from Setting the Ticket Priority

  Overview 'Priority' plays an important role in support teams in streamlining the ticket flow. It speaks a lot about a user's concern and hence Ticket 'Priority' field now comes enabled by default wher...

• Editing the List of 'From' Email Addresses That Appears When Replying to a Customer

  Overview When you are communicating with your customers, the email address your messages are coming from can play an important role. For example, you may want to use different email addresses for diff...

• Error Launching Kayako: 'Get() on a non-object'

  Overview The following error appears when connecting to Kayako (Download user): Get() on a non-object. In this article, we'll help you diagnose what exactly is disrupting your connection so you can go...

• SLAs Not Being Applied the Same Way to All the Tickets

  Overview If you have set up an SLA but it is not being applied to tickets the way you would expect, there may be a conflicting SLA that is causing this behavior. In addition to creating team-wide SLAs...

• Setting up Department Permissions Based on User Groups

  Overview If you want to restrict department visibility to a particular set of users, you can do so by using permissions for that department. This article describes the process to set up department per...

• Changing the Color of Overdue Tickets

  Overview This article provides relevant information on how to change the background color of overdue tickets.  Information You can change the color of the overdue tickets to differentiate them from th...

• Allowing Users to Edit the Ticket Type and Priority Fields When Submitting Tickets

  Overview This article details the settings required for allowing users to edit the Ticket Type and Priority fields when submitting a ticket. Process In order to allow end users to select Ticket Type a...