FAQs

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

• Is there a way to identify which staff member deleted a ticket?

  A ticket may get deleted accidentally by a Staff member. Once a ticket is deleted from the help desk, it is also removed from the database. We can always check the name of the staff member who deleted...

• When I delete a department, what happens to the tickets and chats in it?

  A ticket or a chat always has a department associated with it, and neither of them can be created without a department.  In case a ticket department is deleted from help desk, all the tickets linked t...

• Why isn't my knowledge base search returning relevant results?

  Reason: Knowledgebase search does not give relevant articlesSolution: Knowledgebase search is used by clients to search and find their own answers to simple queries. Please perform the following steps...

• How do I assign tickets to staff members automatically?

  When tickets are created in the help desk, they are unassigned with no ownership. To assign new tickets to the staff members, you need to manually open the tickets and change the ownership. Additional...

• What codecs are supported with the VoIP feature in Kayako Desktop?

  While using VoIP application to call someone, the analog audio signal generated by microphone can not be sent over the Internet directly, but has to be digitised and compressed before it can be sent o...

• Do you provide the source code to your products?

  We do not provide source code with the SaaS licensing because is a web-based license hosted on Kayako's infrastructure. However, with the Download licensing you will receive 100% of the source code. T...

• Can I use different company names and logos for different client interfaces?

  Yes, you can create different template groups (Admin CP > Templates > Groups > New) and specify "Company Name" for each template group accordingly. For different logos, "header" template can be modifi...

• Can I cancel my OnDemand subscription?

  Since there isn't any contract, you have the privilege to cancel the subscription anytime. If your license is setup for recurring billing, you will need to send the cancellation request 2 business day...

• How do I fetch POP3/IMAP emails from Kayako?

  The scheduled task (Admin CP > Scheduled Task > POP3/IMAP fetching) setup in the help desk is called 'pseudo cron'. Pseudo cron mechanism has been provided as a fall-back mechanism for the clients, wh...

• Can I share a link that will let customers submit a ticket to a specific department?

  If you wish that your clients should be able to submit tickets directly to a specific department without having the option to choose any department, the following direct URL can be used for ticket sub...