FAQs

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

• How do I restrict commenting on knowledge base articles to specific user groups?

  By default all the users can post their comments on knowledgebase articles. Further, permissions can be enabled for the comments section, so that it would be visible to the users belonging to the allo...

• Can I attach files to macro-generated replies?

  Macros can be used to generate predefined replies from Staff CP > Tickets > Macros > Insert Replies, but it is not possible to attach files in macros. However, this can be achieved by creating private...

• Can users set the priority for their own tickets?

  You can control whether users can set their own ticket priorities by enabling or disabling that option for particular template groups. This option is enabled by default, but you can change it for any ...

• Can I publish news from other sites on my support site?

  News from other websites can be fetched and published on your support site by inserting RSS link location under "Global News RSS URL" setting, available at: Admin CP > News > Settings > "Synchronizati...

• Can I disable the search bar on my support site?

  Search feature can be disabled from Client Support Center by removing the Search box from the template code. Search box can be removed by modifying the 'header' template from Admin CP > Templates > Te...

• Can I prevent users from changing the properties of their tickets?

  Users can be restricted for changing the ticket properties from Client Support Center. The permissions can be restricted from Admin CP > Users > Manage User Groups > select a user group > Permissions ...

• How do I purge attachments?

  The attachments are stored in the database or in the Files directory depending upon the setting at:  Admin CP > Settings > Server setting and performance > Storage location for file attachments. To ma...

• How do I mark tickets as spam?

  Email spam, also known as junk email or unsolicited bulk email (UBE), is a subset of spam that involves nearly identical messages sent to numerous recipients by email. To avoid Spam emails in the help...

• Can I restrict custom fields to select user groups?

  Not exactly. Custom fields can't be restricted to particular user groups directly—however, you can associate custom fields with particular departments, and then restrict those departments to specific ...

• How do I enable the knowledge base search to look for short words?

  A Knowledgebase comprises of a number of articles. So it is essential for a user to be able to search for the relevant articles by specifying the keywords in the search query string. Knowledgebase sea...