Articles

• Why Your Multi-Year Kayako Subscription Shows an Expiry Date Only One Year Away

  Source ticket: 60481450 Overview Customers with a multi-year Kayako agreement that is billed annually may notice that their instance shows a subscription expiry date only about one year away, even tho...

• Outbound Emails to Recipients with German Umlauts (ä, ö, ü) Bounce with "Unable to Get MX Info"

  Contents Overview Solution Frequently Asked Questions Overview Outbound emails to recipients whose email addresses contain German umlauts (ä, ö, ü) fail to deliver and bounce. The technical bounce rea...

• Customer Replies Not Appearing in Kayako After a Domain Change: Routing to the Correct Channel Address

  Contents Overview Solution Frequently Asked Questions Overview After changing your company domain and configuring a new email channel in Kayako Cloud (for example, new_channel@your_new_domain.com), br...

• ATLAS Inconsistently Surfaces an Eligible Help Center Article for Some Requests but Not Others

  Contents Overview Prerequisites Why This Happens Solution Frequently Asked Questions Overview An eligible, published Help Center article is surfaced and linked by the ATLAS AI assistant for some reque...

• Mail Group Conditions Are Grayed Out When Creating a Trigger in Kayako

  Contents Overview Prerequisites Solution Frequently Asked Questions Overview When creating or editing a trigger in Kayako, all conditions in the Mail group appear grayed out and cannot be selected. Th...

• Understanding Kayako Webhook (Endpoint) Logging, Failure Reasons, and Resending Data

  Contents Overview Prerequisites Solution Frequently Asked Questions Overview Outbound webhooks configured in Kayako to send data to an external system (such as n8n) can occasionally fail to deliver, p...

• How to Check Your Kayako Account's Plan Type, Agent Seat Limit, and Subscription Expiry Date

  Overview Account administrators and agents sometimes need to quickly check which Kayako plan tier their instance is on, how many agent seats and collaborator licenses are included, and when the curren...

• 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...