Articles

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• Security Vulnerabilities in Kayako

  Overview We follow the standardized Common Vulnerability Scoring System (CVSS) to score vulnerabilities. CVSS is the most widely recognized vulnerability scoring framework used by governments and orga...

• Preventing Staff from Reassigning Tickets

  Overview This article describes how to prevent the staff from reassigning tickets. Process The reassigning of tickets can be controlled from Staff Permissions as below: Navigate to Admin CP > Staff > ...

• Ticket Search Not Working in the Staff Control Panel

  Overview Ticket search does not retrieve relevant tickets when using Advanced, Quick Search or Filters. This article provides a resolution to solve this issue.   Resolution Ticket search is used by th...

• Preventing Emails from Being Labeled as Spam

  Overview If you are using a shared hosted environment, the emails may land into the SPAM folder when emails are sent using your own email address support@example.com. It is a common scenario on the Sa...

• Disabling Knowledge Base Article Suggestions on the Submit Ticket Page

  Overview The knowledge base article suggestions that appear when users start typing their opening message to a ticket is generated by Kayako's Instant Response System (IRS). With IRS, Kayako is able t...

• Difference Between AND and OR Criteria

  Overview The AND and OR are the criteria options which may be used in our help desk while creating Mail Parser Rules, Notifications, and SLA Plans. Information All the criteria that are inserted using...

• Starting a Chat Without Entering User Details

  Overview Follow the steps in this article to allow your users to start a chat without entering their details. Process Edit the code for your Live Chat icon: Log in to the Admin Control Panel. Click Ta...

• Controlling Commenting on Knowledge Base Articles Specific to User Groups

  Overview This article shows how to control commenting on knowledge base articles specific to user groups. Information By default, all the users can post their comments on knowledge base articles. Perm...

• Removing Staff Names from Ticket Replies

  Overview In order to have your email replies come from a single, general support persona, rather than using individual staff members' names, you must configure email queues and the queue override feat...

• Replying to Multiple Tickets Simultaneously

  Overview Mass Reply is used for sending the same resolution/reply/email to multiple users. This feature is commonly used to send an email to multiple customers to inform them of scheduled maintenance ...