FAQs

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

• 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...

• How do I upgrade my trial to a paid subscription?

  You can upgrade your trial subscription to a paid account from my.kayako.com. Log in using your registered email ID. Once you are in, you can convert from trial to paid under the ‘MyTrials’ tab and fo...

• How do I make payments for my Kayako subscription?

  Payments are made online using credit card. They are scheduled automatically. You can add in your card details under ‘Billing Info’ tab by logging in to your my.kayako.com account using your registere...

• How do I change my my.kayako.com password?

  You can change your password using the ‘Reset Password’ option. Please note that you will need to use your registered email ID to get the password reset email. Make sure you check your Spam/Junk/Quara...

• How do I change my login email for my my.kayako.com account?

  If you are looking to change your registered email ID (the one you use to log into your account) or to your email ID under 'Billing Info', you can contact support along with either your Order ID or an...

• Can I change the domain name for my helpdesk?

  You can request a domain name change as long as your Kayako license is kept within the same organization and ownership. In other words, it is not possible to transfer or sell a Kayako license from one...

• How do I download the files I need for upgrading Kayako?

  If you are on Download subscription, you can download the latest Kayako release files for upgrading your Kayako instance. You will need to log in to your my.kayako.com account  using your registered e...