Kayako Classic Support Go to Kayako Start a conversation Sign in Start a conversation How can we help you? Search We have a New change on how we can assist you 👉 NEW Support Portal Migration Kayako Classic - Troubleshooting Articles Articles Popular in Kayako Classic - Troubleshooting Articles Prolonged Loading Times in Kayako Classic Troubleshooting Kayako Classic Portal Outage and Upgrade Issues Troubleshooting 'Warningescapeshellcmd() has been disabled for security reasons' Error in Kayako Classic "Cannot access protected property" PHP Error After Upgrading to Version 4.99.8 Can I get support from the Kayako Classic team over the phone? Kayako Classic - Account Management Articles Popular in Kayako Classic - Account Management Unable to Access MyKayako Account How Can We Upgrade Our Price Plan While Renewing Our Contract or Subscription? How Can We Get a Quote to Set up a New Kayako Classic Support Site? Can We Get a Kayako Classic Trial License? When Does the Subscription's Service Period Start and Can I Request License Extension Due to Non-Usage? Kayako Classic - Customer Accounts & Licensing Articles Popular in Kayako Classic - Customer Accounts & Licensing Adding Seats for Kayako Classic Subscription Can you reissue a license key with a different domain while my.kayako.com is down? Cancelling Kayako Classic Account or Subscription Checking or Updating Billing Information Through My.Kayako.com Downloading the Key.php File for Your Kayako Account Kayako Classic - Custom Fields Articles Popular in Kayako Classic - Custom Fields Alerting Users With Warning That There's an Empty Mandatory Field When Submitting Tickets Error "One of the Required Fields Is Empty" When a User Submits a Ticket From the Support Center Is It Possible to Have a Mandatory Drop-Down Custom Field With No Default Value? It is Not Possible to Have Multiple Levels of Nesting in a Linked Select Custom Field After Upgrading From 4.77 to 4.93. Querying the Database Using Custom Fields From Tickets Kayako Classic - Departments Articles Popular in Kayako Classic - Departments "Uncaught Exception Invalid data provided .." when Managing New Department Assigning Departments to a Specific Staff User Deleting Departments Effects of Deleting a Department on the Tickets and Chats Organizing Your Support Requests Into Departments Kayako Classic - Email Configuration Articles Popular in Kayako Classic - Email Configuration "stream_socket_enable_crypto():" Error While Sending Ticket Updates "Unable to connect with TLS encryption" Error when Sending Emails "Unable to connect with TLS encryption" error when sending Kayako emails using Microsoft Office 365 Adding and Configuring Email Queues to Receive Tickets via Email Are Emails Going Out of a Pipe Email Queue Being Sent Through Kayako's SMTP? Kayako Classic - Email Parser Rules & Automation Articles Popular in Kayako Classic - Email Parser Rules & Automation Email not Generating a Ticket due to "Email is being discarded since we may already have a ticket created for it" Email Parser Does Not Auto-Run on Kayako Classic Download Extra Dot in Helpdesk Base URL Is Added in Auto-Response Emails Fixing the Issue With Auto-Response Email Creating Endless Loop Fixing the PHP Error 'Undefined Index: Departmentid...' That Appears After Editing a Parser Rule Kayako Classic - GeoIP Articles Kayako Classic - Infrastructure Articles Popular in Kayako Classic - Infrastructure Accessing Kayako Classic Log Files Changing the Cache Folder of Kayako Classic Installation To Improve Performance Changing the Helpdesk Base URL in Kayako Classic Dealing With Large Kayako Classic Log Files With the Message "Loading Unoptimized Cache" Disabling MySQL Strict Mode on the Server Kayako Classic - Installation & Upgrades Articles Popular in Kayako Classic - Installation & Upgrades Latest PHP version Supported by Kayako Classic Before Running the Setup Script to Upgrade to a New Version of Kayako Classic The Diagnostics Tool Shows a Number of Database Differences How do I restore an Attachment Backup to my Kayako Classic Download Instance? Which Ports Need to be Open for Kayako Classic to Work on Azure? Upgrade Path for Older Versions Kayako Classic - Integration Articles Popular in Kayako Classic - Integration Error "401 Unauthorized: Access is denied due to invalid credentials" When Running API Calls Does Kayako Classic Supports Single Sign-on (SSO)? LoginShare Stopped Working After Upgrading Kayako Classic Integrating Kayako Classic Instances With JIRA Integrating Kayako Classic Instances With Salesforce Kayako Classic - Knowledgebase Articles Popular in Kayako Classic - Knowledgebase Exporting Knowledge Base Articles From Kayako Classic How Can We Secure the Files We Attached on Our Support Center Articles? How to Generate a Report for the Total Views and Ratings of Our Knowledgebase? Inserting or Using iFrame Into a Knowledgebase Article Knowledgebase Article Showing Full Preview Despite Character Limit Is Set to Zero Kayako Classic - Languages Articles Popular in Kayako Classic - Languages Changing the Default Language in Kayako Classic Downloading Language Packs Enabling or Disabling Language Packs How Can I Enable Sending Emails and Auto-Responses From the Helpdesk in a Different Language? Importing or Exporting Language Packs Kayako Classic - Live Support Articles Popular in Kayako Classic - Live Support Adding Live Chat on WordPress Kayako Integration Are the Files That Clients Attach in Live Chat Found in the Database? Calculating the Average Response Time When the Chat Is Assigned to the Agent Changing the Default Department in Live Chat Window Customizing Your Support Center's Live Chat Button Kayako Classic - Macros Articles Popular in Kayako Classic - Macros Finding the Text Content of Macros From the Database Why Are Some Ticket Types Not Showing up When Creating Macros? Attaching Files to Macro-Generated Replies Kayako Classic - Mobile Apps Articles Popular in Kayako Classic - Mobile Apps Error 'Unable to log in: Failed to connect' When Using the Mobile Application iOS App shows HTML Tags in Ticket Replies Kayako Classic Mobile App Not Working After Upgrading iOS Kayako mobile app crashing with a "request timed out" error during login Problem with the iOS Swipe to Delete Function Kayako Classic - Notifications Articles Popular in Kayako Classic - Notifications Can you set autoresponders based on timeframe i.e. one for normal working hours and another for after-hours? Creating Notifications for Staff per Department Excluding a Staff or Team Member From Receiving Notifications Intended to a Team It Belongs How Can We Stop Sending Auto-Responses to CC'd Email Addresses on Tickets? Why Are Intended Recipients Not Receiving Staff Notifications From Our Instance? Kayako Classic - Preferences Articles Popular in Kayako Classic - Preferences Why Are the Timestamps in the Staff Control Panel Logged One Hour Late Than the Timezone? Kayako Classic - Reporting & KQL Articles Popular in Kayako Classic - Reporting & KQL What Is the KQL Query That List Total Count of Tickets Handled by Agents? KQL Query to Pull Tickets Created by Staff With 'As a user' or 'Send an email' Option Obtain Staff's Availability (Login and Logout Times) Timestamps Are Displayed in UTC When a Report Is Exported in Excel Format KQL Matrix Reports Are Broken After an Upgrade Kayako Classic - REST API (Developer Resources) Articles A central hub of all the developer resources, software kits and technical documentation. Popular in Kayako Classic - REST API (Developer Resources) Created Tickets Through REST API Cannot Be Replied to or the Email Is Never Sent to the Requester at All Is There a Rate Limit Imposed for Kayako Classic REST API? Generating API Signature Using PHP Retrieving Ticket Posts Using API Enabling Kayako Classic's REST API Kayako Classic - Satisfaction Surveys Articles Popular in Kayako Classic - Satisfaction Surveys Configuring the Survey to Be Sent Out After a Certain Number of Days or Hours Instead of Sending It Right Away How Does Auto-Close Rule Affect Sending Out Surveys? Kayako Classic - SLAs & Escalations Articles Popular in Kayako Classic - SLAs & Escalations Ticket has SLA Plan Even though it Does not Match SLA Criteria Why Does the SLA Clock Resets When Ticket Priority Is Changed? Kayako Classic - Spam & Bounce Emails Articles Popular in Kayako Classic - Spam & Bounce Emails Ensuring Your Emails Are Received and Do Not Go Into Your Customer's Spam Folder Preventing Spam for Helpcenter Comments Using CAPTCHA and Akismet Preventing Spam in Russian Language Troubleshooting Regular Expression Field in Email Parser Rule Unactioned Spam Email is Affecting Reports Kayako Classic - Staff Management Articles Popular in Kayako Classic - Staff Management 'Uncaught Exception: Invalid Data Provided' Error Is Generated When Creating New Users or Parsing Tickets From Unregistered Users Are Disabled or Deleted Staff Users Included on Your Bill? Error 'Uncaught Exception Invalid Data Provided in ./__swift/Apps/Base/Models/Staff/Class.swift_staff.Php:149' After an Upgrade Fixing the Error 'Uncaught Exception: Expected response code 250 but got code "530", with message "530 5.7.0 Authentication required' When Trying to Reset a Password Getting a New Password for Kayako Live Chat Login Kayako Classic - Search Articles Popular in Kayako Classic - Search Search Does Not Return Expected Results when using MySql version 8.0.22 or greater Searching Tickets by Tags From Departments Brings up a Result With Tickets From Trash Uncaught Exception Received When Searching Search Functionality for Users in the Help Center Enabling the Knowledge Base Search to Look for the Short Words Kayako Classic - Support Center Articles Popular in Kayako Classic - Support Center Changing or Modifying the Registration Policy Consent Text Changing the Logo on the Live Chat Submission Form Disabling the Support Center Fixing the Error "We encountered a problem (cross-site request forgery detected); please try again" When Logging In to the Support Center Modifying the Support Center to Remove All Content and Redirect Visitors to Another Site Kayako Classic - Support Tickets Articles Popular in Kayako Classic - Support Tickets Adding a CC Field on the Ticket Submission Form Adding Hyperlinks Within the Ticket Internal Note Appending Multiple Inline Images Take a Huge Amount of Time To Upload the Images Assigning Tickets to Staff Members Automatically Attaching Large File Images Directly to the Body of the Ticket Kayako Classic - Templates Articles Popular in Kayako Classic - Templates Can Yes be Preselected for the Enable DST and Subscribe to Newsletter Options on the Preferences Screen in the End-User Portal? Disabling Default Department Selection Disabling Privacy Policy Checks Fixing the 'Cross-site Request Forgery' (CSRF) Error When Submitting a Ticket Modifying the Content of the Autoresponder email Kayako Classic - User Management Articles Popular in Kayako Classic - User Management Why Is a User With Multiple Email Addresses on Their Profile Only Gets Ticket Updates in One Email Address? Unknown Users are Registered in Kayako Why do we have tickets with backdated notes? Mass Updating the Organization Assigned to Multiple Users Why Is the CAPTCHA Image on the New User Registration Page Not Displaying? Kayako Classic - VoIP Articles Popular in Kayako Classic - VoIP Codecs Supported with VoIP Feature in Kayako Desktop Why Are the Calls From Another Phone Number Appears in the Call Logs History? Kayako Classic - Widgets & Apps Articles Popular in Kayako Classic - Widgets & Apps Changing the Name of a Widget Disabling the User Registration Button From the Support Center Preventing Users From Opening a Ticket Through the Support Center Publishing News from Other Sites to Own Support Site Kayako Classic - Workflow Articles Popular in Kayako Classic - Workflow Why Am I Getting the Error "Missing Fields - One of the Required Fields Is Empty…