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System changes status of the ticket

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Hi,
Some times system changes ticket status automatically to answered.

i got 2 or 3 tickets per week which closes just 1 minutes after opening the ticket and it audit log it shows system has done this.

Could any one help me in this regard ?

DB Table that shows agents online status

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Morning
Im looking to query the table that holds agent logged-in information.
Does anyone know the name please?
Ian

MYSQL and Excel issue

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Right - when i run the report in Kayako using KQL the figures are correct.
When i run a pivot chart report in Excel over the MYSQL ODBC link (even after refreshing) the figures are out by about 2 or 3 per department.
Any ideas?
Im querying the swtickets table

Ian

Forwarded emails not picked up by kayako

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Curious case.
We have a couple of customers that use an older mailbox - the emails in this box get forwarded to the mailbox that Kayako monitors and happily pulls emails from.

Strangely enough, emails forwarded into our monitored mailbox from this older box, do NOT get picked up by Kayako.

Not sure if anyone else has come across this.
Option is, I guess, to add this old mailbox to the email queue - if its IMAP it shouldn't present any issues.

Does anyone recall seeing anything like this...

Forwarded emails not picked up by kayako

Purging old data (tickets)

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Hello all,

Our company is facing an issue with very large kayako db size. Currently we have 200000+ tickets, and it's number growing rapidly, say 1500 per day. I tried to find an advice using email support, support@kayako.com, though answers were absolutely non-competent.

1. The first suggestion was to remove old closed tickets by hands using staff interface. Wtf, do I have to do the same action 4000 times if I have 50 tickets per page? Even if I increase this value...

Purging old data (tickets)

Multiple Brands one desk

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Hello,
We have many brands (4-6) we currently have many different Kayako installs and want to push them all into one central solution for management, QA, etc.

What is the best way to go about this? Some are coming from outdated versions. We want them to use all the same SLA/ESCALATIONS etc, The only difference is company name

Email Issue

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Hi guys. I'm needing some assistance, as I've been scratching my head at this like crazy. First off, I'm running version 4.68.1. When replying to a ticket in the staff interface, if I include more than 3 CCs in the reply the rest do not receive the email update. What it does is sort the CCs alphabetically (by first letters of email address), and then sends the email only to the first 3. The weird part is that in the email received by the user, all of the CCs are listed, even though the other...

Email Issue

Ticket Problem Category

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So we are using Kayako for some time now. Latest is Case version.
We needed to have ability to organize our tickets into Problem Categories (not departments) so we created custom filed for it. We do need to manually add ticket to category but this is no a big issue.
However, it is impossible to have SLA plan created according to Problem Category neither we can assign staff according to Problem Category rendering Custom field option almost useless. I say "almost" since there is at least an...

Ticket Problem Category

안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지

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안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지 안산출장안마...

안산출장안마 【《OIO-2156-4I95》】 즐거운 안산출장마사지

Ticket Survey Template Customization

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Hi Team,
This is my first visit to Kayako portal. I am here in Kayako on some requirement on TicketSurvey Template.
Requirement: When I close a ticket, I need to take survey from the client on his experience and our service on that ticket. And how we wanted to do this, is by send him a link in an email. When the user clicks on the link(i.e received from email), I need to ask him few questions and when he submit it I need to collect those data points into a CSV file and attach at the bottom of...

Ticket Survey Template Customization

Database structure

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Hi.

I need the database structure.
We are trying to do analysis on tickets and have another system for thata so we need to know how the db is built and wich connections there are between tables.
We cant use the reporting-function for this.
Can someone please help out here.

turn off email notification that you are registered at helpdesk??

SWIFT-4510

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Hey guys,
is it possible to fix the problem Swift-4510 by myself?
https://kayako.atlassian.net/browse/SWIFT-4510
I don't want to update the whole server, we have a lot of modifications and customations.

such as: edit file xyz.php code ... to code ...

it would be great if someone can help me...

thanks,
bye

Emails for Reports and LiveChat Fail to Authenticate

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I'm having an issue where I know my SMTP settings in Kayako work as I have tickets that are sending mail to customers for new tickets and well as updates. However, when I schedule a report to email to me or when Kayako attempts to send mail following a LiveChat we receive an authentication failure message (See Below). I set up the SMTP settings under Settings>Email and have tried it Non-SSL, SSL, and TLS. We are using Exchange 2013 if there are any known issues with that. Are there additional...

Emails for Reports and LiveChat Fail to Authenticate

Template Help - autoresponder

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Hi

I want to simplify my autoresponse but am struggling. When I delete some sections, the autoresponder doesn't work.

Here is mine. I want to take out the red


Martyn Struebig,

Thank you for contacting the College Finance Team. If you have requested an order, we will let you know when it has been processed. If your email was regarding a query, we will pass it on to the relevant person or area as appropriate. Should you need to follow up your...

Template Help - autoresponder

How do I enable Google Analytics?

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I tried adding my javascript to both the header and footer template. Neither seems to work. When I view page source after visiting my Kayako page, I can see the javascript loading. However, Google Analytics shows a status of no tracking code found.

Is there a specific area within either the header or footer that I need to place the javascript in? I've read all the analytic threads here that I could find but none seem to work.

Archiving DB

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Hi Team,

My kayako database is huge and I want to perform an archiving of stale data which is not needed currently but might be required for future reference.
Also, the huge size is affecting the overall performance , especially when I take DB backup.

I am looking for archiving 50% of the db to a new db and provide an interface to just search among those tickets.
If I start blindly delete tickets directly from db or backend, what would be the overall impact on other db tables? (Which tables...

Archiving DB

How to track Message routing from DB

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* Total number of users routed to create a ticket
Total number of users that were routed to create a ticket after waiting for 300s in queue.

Optimizing the Database

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In the earlier versions of Kayako, there used to be a Repair/Optimize database function.

We are currently running 4.67.0 and I didn't see where that function exists anymore.

Is a database repair/optimization still required, or does it offer any performance improvements? If so, how do we do one safely?

mySQL server locks up

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So we have a self-hosted Kayako helpdesk. Our database is pretty good size, when dumped it's about 1.5GB. Recently, in the past few days, our helpdesk has started to lockup.

By lockup, I mean, it won't respond. Then we try to logout/login again and we are presented with a "Loading..." page and it just sits there.

We have found that restarting the mySQL server fixes this, for a while, and we can continue like normal.

We are hosting this helpdesk on a fairly high end box, with these specs:...

mySQL server locks up
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