Overview

When trying to assign an email address to a new agent in Kayako, you may encounter an issue "the value of the field is already user for another resource" if there is already an agent with the same email address but this also happens and is less obvious when there is a customer user active on your instance with the same email address. The system does not allow duplicate email addresses even across agents and customers. A customer address might have been created if an existing agent CCed this new agent in a conversation before they had an agent account.

Solution

To resolve this issue, first you need to find the customer user with the email address of your new agent under https://<instance name>.kayako.com/agent/users

Then you have two options:

1. Delete the customer user.
2. Assign a different email address to the customer user.

You will then be able to assign the desired email address to your agent without any conflicts.

Summary

In Kayako, duplicate email addresses cannot be assigned to different users even if one is an agent and the other a customer. If you encounter an issue while assigning an email address to an agent, ensure that the email address is not already in use by another user (agent or customer). If it is, you can resolve the issue by either deleting the user or assigning them a different email address.

FAQ

1. Can I assign the same email address to multiple users in Kayako?
   No, Kayako does not allow the same email address to be assigned to multiple users.
2. What can I do if the email address I want to assign to an agent is already in use?
   You can either delete the user who is currently using the email address or assign them a different email address.
3. Can I reassign an email address to a different user after deleting the original user?
   Yes, once you delete a user, their email address can be reassigned to a different user.