FAQs

Have a question about Kayako Classic? You're in the right place! Find answers to common questions here.

• How do I change the global page limit for ticket views?

  Every time someone on your team creates a ticket view, they'll choose how many tickets to display per page. But in the admin control panel, there is also a global on how many tickets can be displayed ...

• How do I make a backup of my templates?

  Sometimes – for sharing, reference, or simply peace of mind – it's useful to make local copies of any Kayako Classic templates that you've modified. You can do this by simply copying and pasting the f...

• What does it mean if I'm seeing a 'Missing fields' error when editing an email queue?

  Sometimes, when editing the properties of an email queue in Kayako Classic, you'll encounter the error below:  When it happens, go to the 'Ticket Options' tab for the email queue and check all the pro...

• Can I use custom field data when customizing email templates?

  Indeed you can! Just like any other type of field, you can use data from custom fields when editing the templates for autoresponders and notification emails.  To specify a custom field as a variable i...

• What does it mean if I'm seeing a 'Invalid Core Data' error?

  When this error appears, it means that Kayako couldn't find one of the expected values for a 'core' ticket fields — Department, Status, Priority, or Type. Basically, if you or someone on your team has...

• What does it mean if I'm getting an error that says 'Client does not have permissions to send as this sender'?

  Sometimes, when trying to send email replies, you may encounter an error message that says, “550 5.7.1 Client does not have permissions to send as this sender.” In this article, we'll explain the root...

• Why am I getting an error that says 'Get() on a non-object'?

  In short, this error appears to Download customers when Kayako is unable to establish a connection with your database. The trouble is, there are multiple factors involved in establishing that connecti...

• How can I restrict users to set their ticket priority?

  'Priority' plays an important role for 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 where the cu...

• How do I edit the list of 'from' email addresses that appears when replying to a customer?

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

• Why aren't my SLAs being applied the same way to all my tickets?

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