Articles

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• Kayako Whitelisting and Security Information for External Services FAQ

  This article outlines the technical, security, and compliance information required to whitelist Kayako within your organization's network infrastructure. Detailed Technical Overview Security Protocols...

• Updating Form field in bulk

    Overview Some administrators might need to do updates to have all their cases moved from one case form to another.  Process We can achieve this by creating a trigger automation rule in your Kayako w...

• Removing Social Media Icons from Help Center

  Overview If you don't want to allow social sharing of your article contents, you can remove the sharing buttons from within article views. The article details the process to remove the social media ic...

• Search from Help Center by Conversation ID

  Overview When searching in the help center for a conversation ID, the search results do not include conversations. The article details the solution to this issue. Resolution To resolve the issue detai...

• Checking If an Article Has Been Deleted

  Overview This article guides you on how to check if an article has been deleted.   Information There is a number of factors due to which an article may be unavailable when we access it: It is deleted ...

• Viewing a Previous Version of an Article

  Overview This KB article provides information regarding the feasibility of viewing a previous version of an article in Kayako.   Information Unfortunately, Kayako does not store history or keep track ...

• Changing the Conversation Sort Order in the Help Center

  Overview This article briefly answers the question of whether or not the sorting order of conversations in the Help Center in Kayako may be changed. Information Currently, there is no way to change th...

• How to differentiate if I'm using Kayako Classic or The New Kayako

  Overview As a Kayako customer, it is important that you can recognize if your Kayako product is The New Kayako (Cloud) or Kayako Classic (On-Premise) as both are supported from two different help cent...

• How to Make the Best Use of the Kayako ATLAS Support Chat

    Having the possibility of an AI chat specialized in Kayako to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solv...

• Support Portal FAQ

  Are there changes in how to contact Support? Tickets: No. You will continue to use the same URL to submit support requests. Behind the scenes, your request will be routed to our new ticketing system, ...