FAQs

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

• 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...

• How does Kayako handle security vulnerabilities?

  We follow the standardized Common Vulnerability Scoring System (CVSS) to score vulnerabilities. CVSS is the most widely recognised vulnerability scoring framework used by governments and organizations...

• How do I prevent emails from getting labeled as spam?

  If you are using a shared hosted environment, the emails may land into the SPAM folder when emails are sent using your own email address support@example.com, it is a common scenario on SaaS platform. ...

• How do I report a bug?

  SummaryThe place to get support and report issues is the helpdesk: my.kayako.com.If we identify or confirm a bug, we will log the bug in our development tracker: dev.kayako.com.If the bug is classed a...

• Can I change the domain name for my Kayako OnDemand site?

  You can request us to change the domain name of your SaaS help desk, however, following points must be considered before making the request:- The new domain must be available for you. It should not be...