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FAQs

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

  • How do email replies get appended to existing tickets?

    Email replies will be appended to existing tickets based on whether they pass a series of checks. The checks are performed in the following order:First, Kayako checks for the ticket ID in subject with...

  • How do I create canned responses?

    Canned responses can come in handy when same text has to be used many a times. You can create canned responses for both tickets and live chat. For tickets, you can use macros to insert canned replies....

  • How do I reset my support center password?

    You can reset your Support Center password using the ‘Lost Password’ option under the Login field on the ‘Home’ page. You will receive the password by email....

  • How do I unlock my Kayako account after unsuccessful login attempts?

    If your account has been locked because of wrong log-in attempt, you can get your Kayako admin to adjust the time after which it gets restored. The setting can be found under: Admin CP -> Settings -> ...

  • How do I change my staff or admin password?

    If you have multiple Kayako admins, you can request the other Admin member to log in and change the password for you by following the steps below: Admin CP -> Staff -> Manage Staff -> Select the staff...

  • How do I change the Kayako admin email address?

    You can change Kayako admin email address from: Admin CP -> Staff -> Manage Staff -> Select the staff member -> General tab -> Change the email address ->Update. You can request another admin user to ...

  • How do I access the BCC field on tickets?

    You can access the BCC field under the ‘Edit’ tab on the tickets. You can also find the BCC option when replying to a ticket by clicking on the ‘Options’ tab. The BCC field would appear below the repl...

  • How do I download the key.php file for my account?

    If you are on Download subscription and have updated information with regards to your helpdesk, you will need to update your existing key.php file with a new one. The information update includes chang...

  • Do you allow white-labeling of your product?

    We do. You can purchase a footer link removal license, which gives you the right to remove Kayako branding completely. Buying this one time service means you can take off Kayako branding from your Sup...

  • What happens if a recurring payment fails?

    In total three attempts will be made if your recurring payment fails. The payment might fail due to credit card issue, bank/credit card company dishonor or lack of funds. Your Kayako instance will sti...