Overview When you send a message in Kayako, there is a small indicator icon that tells you the status of the message (sent, delivered, seen, bounce, failed, not sent, or sending). You may notice at ti...
Overview This article provides information regarding the meaning of each of the message status indicators shown in Kayako tickets or conversations. Information From the conversation or ticket timel...
Overview To keep your queue from getting cluttered, you can merge two or more conversations or tickets into one, so your team doesn't miss out on any important context. Currently, Kayako does not supp...
Overview When you merge conversations, the primary conversation which is typically the oldest conversation will remain open, and Kayako will close the other merged conversations into it. But one of th...
Overview You may encounter an issue that after adding new macros, they are not available for usage in the reply box, even though you are an admin. Solution This issue may happen when you are not part ...
Overview You are trying to set up a workflow so that SLA time is not tracked for tickets that are in the Pending or Hold status and want to know how to do it. Solution You can create a setting so that...
Overview Kayako uses the Closed status to denote tickets or conversations that are not only completed but also will not be reopened. Unlike the Completed status which can be changed manually through t...
Overview You may encounter an error when trying to delete a note from conversation via an API call (i.e., .../api/v1/cases/<id>/notes/<id>): Status: 400Code: RESOURCES_DO_NOT_MATCHMessage: No matching...
Overview Agents or users may report getting the error LICENSE_LIMIT_REACHED while attempting to download an attachment from a customer. The exact message is in JSON format similar to the following: {s...
Overview When a staff or an agent is replying to conversations, you may notice the same message you are sending is duplicated at the bottom of the email usually below the signature or the email footer...