FAQs

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

• What does it mean if I'm seeing a 'csrfhash' error?

  CSRF code is added to add security layer to Kayako. There are two main reasons why you could possibly get a 'csrfhash' error in Kayako:You are likely to get this error if you are being redirected to K...

• What is the size limit for an email attachment?

  You can enjoy attachments of upto 10 MB. If you are on the latest release, your users  would be notified automatically when their attachment exceeds the allowed limit. They can then send them by break...

• Are there database size limits for Kayako OnDemand?

  We don’t impose any database size limits for clients hosted on our servers, however we believe in fair usage policy. Fair usage policy means that your database should not affect the performance of oth...

• How do I set up department permissions based on user groups?

  If you want to restrict department visibility to a particular set of users, you can do so by using permissions for that department. You can do so from: Admin CP -> Departments -> Manage Departments ->...

• Can I disable the user registration form on my support site?

  Yes. You can stop people from registering at the Support Center by disabling the register Widget from:Admin CP -> Widgets -> Register Widget -> Is Enabled: NoNOTE: Users get registered automatically w...

• How do I customize the ticket submission form?

  You can use Custom Fields to customize the Ticket Submission form. Custom Fields are linked with Custom Groups, which decide the location (User ticket submission form, Staff ticket submission form etc...

• How do I allow users to edit the 'Ticket Type' and 'Priority' fields when submitting ticket?

  In order to allow end users to select Ticket Type and Ticket Priority when submitting a ticket, they have to be made public. You can make them public from the following settings: For Ticket types:Admi...

• Where can I change the 'To' email ID when replying to a ticket?

  When replying to a ticket, you first need to go to ‘Edit’ tab. There you can change the 'To' email ID, and then return to the Reply tab to finish and send your message....

• How often does the cron run?

  The cron runs every 10 minutes. This provides enough time for the task to be completed, whether it is fetching emails into Kayako, running reports, etc....

• Where can I see survey responses from my users?

  Customer surveys for both Live Chats and Tickets can be viewed from the Staff CP. You can also run reports on them. Settings for Chat Surveys:  Staff CP -> Live Support -> Messages/Surveys. The ones w...