Articles

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• Reports and KQL in Kayako Classic

  Overview This article provides information on reports and KQL in Kayako Classic.   Information Kayako Query Language (KQL) was a reporting query language we developed for running reports with Kayako C...

• Finding Documentation for the Kayako API

  Overview Working on building integration with Kayako? Visit our developer portal to learn Kayako API, SDK, and other developer resources With API you can perform many actions that are not available th...

• Checking Platform Status of Facebook

  Overview This article provides information for when you are having trouble connecting Facebook with your Kayako instance.   Information It is quite possible that the issue is not Kayako specific and i...

• Including the CC Email List in Automatic Replies with Placeholders in a Trigger

  Overview This article addresses the possibility of including the CC recipients in the automatic replies that Kayako sends using placeholders.    Information At the moment, it is not possible to includ...

• Updating users to new Organization

  Overview This article provides step-by-step instructions on updating the Organization name for users within a specific Organization. This may be required when the Organization name changes company-wid...

• Issue in Receiving Customers' Replies for Conversations via Email

  Overview This article provides troubleshooting steps to address the issue with replies sent by customers to a conversation via email. Resolution Navigate to Administration > Channels > Email. Check if...

• Ticket Status Won't Change to Open If Agent Replies

  Overview By default, the ticket's status gets changed to Open only if a customer replies. This article provides the detail on why the Status of a Completed conversation doesn't get changed to Open whe...

• Checking Meta Tags in Help Center Articles

  Overview HTML meta tags are useful for SEO (Search Engine Optimization). Some customers may request to change the meta tags included by default in Help Center articles. Notes: Meta tags are automatica...

• Clickable URL in Macro's Reply Text

  Overview When a URL is included in a Macro, the URL does not display a clickable link, instead, it appears as raw text. This KB article will guide you through the process of having a link active/click...

• Setting a Conversation On-hold with Timer

  Overview While Kayako does not natively offer an 'On-hold' status to use with a timer, it is possible to set up different variations of this functionality by leveraging Automation in Kayako through di...