You are experiencing an issue where conversations are being sent to the trash folder without manually trashing them. This occurs seemingly automatically and without user intervention, and you would like to know the cause to be able to prevent it from happening.
The observed behavior can occur when an automation has been set up to trash conversations based on certain criteria. There are three types of automatic processes that may have been set up and which you should check before raising a Support ticket:
- A Trigger, which runs whenever certain actions occur, such as receiving a conversation or after a specific update. An example of a trigger trashing conversations can be found in Using a Trigger to Prevent Spam Emails With Russian Contents. You can disable triggers in the Administrator area of the Kayako Dashboard.
- A Monitor, which runs hourly and affects all conversations that meet certain criteria. An example can be found in Deleting or Trashing Spam Emails From Your Inbox. You can disable monitors in the Administrator area of the Kayako Dashboard.
- An API call being made from a third-party application. There are several API calls used to trash conversations in Kayako, as can be found in our API reference. Note that these would need to have been set up using appropriate credentials and authentication, and need to be disabled in the source application.
If you are still unable to find the culprit after checking the above, please raise a Support ticket so that our agents may look into the cause of the issue experienced.