Message Status Indicators Not Working

Overview

When you send a message in Kayako, there is a small indicator icon that tells you the status of the message (sent, delivered, seen, bounce, failed, not sent, or sending). You may notice at times that the indicator is not changing or not working at all.

Solution

A. Refresh the Page or Clear the Browser Cache and Cookies

In most cases, all you need to do is to refresh your browser by clicking the refresh button next to the address bar or use CTRL + F5 on your keyboard to refresh a page.

If refreshing the page doesn't work, consider clearing your browser cache and cookies.

Browser-related issues are typically caused by a damaged browser cache or history files. Your browser keeps a record of all the websites you visit and store it in its history file. Internet browser cache, on the other hand, acts as a roadmap for all the web sites you visit. It saves copies of these sites locally on your computer so that the web sites will load faster the next time you visit them.

Over time, these files can get damaged and may need to be cleared or deleted. Additionally, after some time, this can eat up the data storage space on your device.

Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.

• Google Chrome
• Microsoft Edge
• Firefox
• Safari
• Internet Explorer

If you are using a browser other than the one listed above, please check the product documentation or search the internet for the steps for deleting browser cache and cookies.

B. Contact Support if the Problem Persists

1. 1. Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket with us for this issue, then skip this step (use the existing ticket) and proceed to step 2.

2. Provide the following details:

   • Instance name (e.g., domain.kayako.com)
   • A short description of the problem.
   • Screenshot of the error if there's any.
     • NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.