Overview

Some users of Kayako have reported an issue where, after logging out from the backend (agent area), they still appear as logged in on the frontend (help center). This issue typically arises when different domains are used for the help center and the agent area. The system treats these domains separately, creating independent sessions for each. As a result, logging out from the agent areas does not log the user out from the help center. This article provides a workaround for this issue.

Solution

To manually log out from both domains, follow these steps:

1. Log out from the agent area.
2. Open the Dev Tools in your browser by pressing the F12 key.
3. Go to the Application tab and check the cookies for the site.
4. Notice the domain name for novo_sessionid.
5. Repeat the steps for the other domain.
6. Delete the session's cookie for each domain separately. This will log you out from both domains.

Please note that this is a workaround and not a permanent solution. The system currently functions this way and there is no built-in feature in Kayako to log out users from the help center on demand if the domain is different. The only built-in feature is to log out users after a certain time of inactivity.

Summary

This article provides a workaround for the issue of users appearing logged in on the help center even after logging out from the backend when using different domains in Kayako. The workaround involves manually deleting the session's cookie for each domain separately.

FAQ

1. Why does logging out from the agent area not log me out from the help center?
   This is because the system treats the frontend and backend as separate domains and creates independent sessions for each.