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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 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...

  • How do I update my billing information?

    Since recurring payments are automatically deducted from the card associated with your account, you'll want to keep your billing information up-to-date.  You can do this by logging in to your self-ser...

  • How do I change the number of seats in my OnDemand subscription?

    As per your requirement you might need to add more seats to your subscription so that you can add more Staff accounts to Kayako. You can always do that by simply logging in to your my.kayako.com accou...

  • Is Kayako Desktop available for non-Windows devices (e.g. Mac)?

    As a matter of fact, it is! Kayako Desktop for Mac is a native OS X application for managing live chats with your customers. For instructions downloading and installing, please refer to our User Guide...

  • How do I prevent my staff from reassigning tickets?

    This can be controlled from Staff Permissions as below: Navigate to the Admin CP -> Staff -> Manage Teams -> Permissions:Staff. Under Tickets, set Tickets option to View only. Click Update to save the...

  • How do I prevent my staff from trashing tickets?

    You can prevent this by restricting Staff Team permissions.To do so:From the Admin Control Panel -> Manage Teams -> Select the Team -> Permissions:Staff. Under Tickets set Send tickets to trash to No....

  • Can I pay by bank transfer and money wire?

    We can accept payment by bank transfer for annual subscription payments (unfortunately, not monthly). For renewals, the payment will be due 45 days before your subscription is due for renewal. We will...