How are staff sessions stored?
We just upgraded from 4.61 to 4.70.2 for the security issue. Prior to the upgrade, we had no issues with staff remaining logged in for days. Since the upgrade, we're finding staff getting logged out...
View ArticleCustomize login client
I'm using Kayako Swift Framework to build a website which support customer to post question. Now, I don't want to use login system of Kayako, I want to use my login API. It will return user_name,...
View ArticleDatabase structure
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...
View ArticleHow do I enable Google Analytics?
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...
View ArticleIIS App pool results in blank page.
Hi. We have recently made an app pool for our kayako-installation. Before it was in the default app pool. Now, users gets a blank page after a while. If I stop and start the app pool they are able to...
View ArticleHow to make Billing notes required/mandatory
Hello, We use our Kayako helpdesk to produce our billing and client invoices. We want to enforce that there MUST be a note provided for any time entry on the billing tab (we need it later for a...
View ArticleReport to compute Average Response Time - After Ticket Assigned
Can some body here help me with a report which calculates response time based on "when a ticket is assigned to a staff member" and not when customer creates the ticket?
View ArticleSW_search Index Table
Hi team, I have a very critical issue with my help desk. The swsearchindex table is corrupted and whenever I try to reply on a ticket , it throws an error. Due to this , many other issues have been...
View ArticleKayako not working with only TLS 1.1 / 1.2
Hello, We routinely go through PCI and recently the server this was on was flagged for correction. Running Ubuntu. However the site will not work properly with the recommended changes and have to be...
View ArticleIssue accessing Kayako
I deleted the files in my public_html folder except the actual folder(support) in which kayako is installed. Now I get this message when I try to access the front end: unserialize() [<a...
View ArticleVarnish Cache
Hello all i'm testing Fusion along side my Wordpress install, My issue is that i am running varnish reverse http cache i have installed the trial to test it but cant log in because varnish is stripping...
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Is it possible to block an email for parsing?
Hi team, We have a requirement such that few emails with specific subjects need not be converted into tickets. Is it possible to achieve this ? Thanks in advance
View ArticlePurging old data (tickets)
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...
View ArticleArchiving DB
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...
View ArticleTicket Recurrence
Hi guys, I have set many recurrence tickets. But whenever these tickets are created as per the schedule, it gets assigned to the owner (creator of the recurrence tickets). Now, many a times, the owners...
View ArticleRecurrence Tickets every few minutes
Hi, I had created a ticket on June 19 and set the recurrence for every month. Everything was working fine until 31st July. Recurrence ticket got created every 2-3 mins and it resulted to creation of...
View ArticleDisable quick search in staff
Is it possible to disable/hide the quick search boxes in the staff area? Some staff think it's usefull to search for single characters which take a long time to process and take up a lot of resources,...
View ArticleBlank Page
Greetings Kayako was working fine but 3 days ago a blank page its all i can see. anyone could help me to understand what its wrong? My php info http://grupo-facil.net/info.php best regards, Marco...
View Articlehow to track declined/ignored chats (by staff)
Hello- Is there a way to track or find out when Staff declines or ignores a chat? If the chat is not accepted by the third attempt we can see from the example below that Staff LaRosa's Super03 missed...
View ArticleNote Content Templates
Hi, Is it possible to apply a text template to all new notes that are created? I'm currently looking in to ways we can ensure our support team are escalating tickets with the correct information....
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