FAQs

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

• Why isn't the ticket search working in the staff control panel?

  Problem: Ticket search does not give relevant tickets while using Advanced or Quick Search or using Filters.Solution: Ticket search is used by staff to search and find the tickets related to any subje...

• Can I change the domain name on my license?

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

• What's the difference between AND and OR criteria?

  The "AND" and "OR" are the criteria options which may be used in our help desk while creating Mail Parser Rules, Notifications and SLA Plans.All the criterias that are inserted using “AND” are mandato...

• Can I make it possible for users to start a chat without entering their details?

  Yes! You just need to edit the code for the your live chat icon:Admin CP > Tag Generator > HTML Button > Next > Skip User Details = Yes....

• What do the icons at the bottom of the send ticket window do?

  Tickets can be created by the staff members from the Staff CP, either for sending a general email to the client or for creating a ticket on their behalf."Send Mail" option at Staff CP > New Ticket > S...

• How do I disable the knowledge base article suggestions on the submit ticket page?

  The knowledge base article suggestions that appear when users start typing their opening message to a ticket, are generated by Kayako's Instant Response System (IRS). With IRS, Kayako is able to searc...

• Can users subscribe to our news updates?

  Yes, users can subscribe to any news articles you publish by inserting their email addresses by clicking on 'Subscribe' option available next to login box, as shown:For unsubscribing from News section...

• How can I reply to multiple tickets simultaneously?

  Mass Reply is used for sending same resolution/reply/email to multiple users. It helps staff to save their time for sending same reply to multiple tickets. It can be done from Staff CP > Tickets > Man...

• How do I remove staff names from ticket replies?

  If you would prefer to have your email replies come from a single, generalized support persona, rather than using individual staff members' names, you can do this with the help of email queues and the...

• Can I change the default colors for ticket status?

  The color of the text for the ticket status can be set from Admin CP > Tickets > Statuses > "Select Status" > General Tab > Status Color.Similarly, the background color of the Ticket Statuses can be s...