Articles

• Resolving “Please try again with a public locale” when updating a user’s role or profile

  Overview Users may see the error “Please try again with a public locale” when saving a user profile in Kayako, including during role changes such as promoting a customer to Agent, Administrator, or Ow...

• Help Center search does not support conversation lookups by custom field; use Agent search with the custom field API key

  Overview Kayako provides different search behavior for support agents in the agent interface and for end users in the Help Center. A support agent can use Kayako's internal search to look up conversat...

• Preparing for a Migration from Kayako to Another Ticketing System: Restricting Customer Access and Requesting a Full Backup

  Overview When an organization is migrating from Kayako to another ticketing system, it often needs to do three things during cutover: Stop customers from creating new tickets Stop customers from reply...

• Make ATLAS article links open in a new tab from Help Center conversation pages

  Overview When users open a conversation in the Kayako Help Center and click a Knowledge Base article link included in an ATLAS reply, the article can open in the same browser tab as the conversation. ...

• New Knowledge Base Content Not Appearing Immediately in the Kayako ATLAS Plugin

  Overview A newly published Help Center article can be visible in the Knowledge Base but still not appear immediately in the Kayako ATLAS plugin. This behavior usually falls into one of these categorie...

• Kayako Agent Portal Unreachable with “This site can’t be reached” / <code>DNS_PROBE_FINISHED_NXDOMAIN</code> (DNS Resolution Failure)

  Contents Overview Solution Frequently Asked Questions Overview When attempting to access the Kayako agent portal (for example, https://your_instance.domain.com/agent), you may see “This site can’t be ...