Occasionally you may want to see information about emails — such as the route an email took to get to an inbox — which can be seen only from the email header. You may also want to see the original message from the customer instead of the processed email view.
This article provides information on how to view the email header and original email of the customer in Kayako.
The email header is a code extract that contains information about the sender, recipient, the email's route to get to the inbox, and various authentication details. The information in the header is typically utilized by administrators to troubleshoot email-related issues. You can easily view this information from the user interface.
Original Email View
By default, Kayako shows you the processed email view when you open a conversation. This view renders the page in a non-HTML format. In the Kayako user interface, you have the option to switch between the processed email view and the original email view.
Process for Switching Views
To review the email headers or show the original email message in Kayako:
Open a conversation.
Hover over to the message.
Click the down arrow to the right.
Select from the following options:
Note: You can switch back to the processed email view from the same menu, by selecting Show processed email.
- To view email headers, click View email headers.
- To view the message in its original formatting, click the Show original email.