Articles

• Only Allowed to Add Notes and Cannot Reply to Conversations

  Overview You may encounter an issue where when you attempt to reply to a conversation or ticket, you are only allowed to add Notes and you are unable to send any reply.     Diagnosis There are two rea...

• 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 ti...

• Message Status Indicators and Their Meaning

  Overview This article provides information regarding the meaning of each of the message status indicators shown in Kayako tickets or conversations.    Information From the conversation or ticket timel...

• Merging Multiple Conversations

  Overview To keep your queue from getting cluttered, you can merge two or more conversations or tickets into one, so your team doesn't miss out on any important context. Currently, Kayako does not supp...

• Merged Conversations Are Both Closed

  Overview When you merge conversations, the primary conversation which is typically the oldest conversation will remain open, and Kayako will close the other merged conversations into it. But one of th...

• Macros Are Not Available in the Reply Box

  Overview You may encounter an issue that after adding new macros, they are not available for usage in the reply box, even though you are an admin. Solution This issue may happen when you are not part ...

• How to Pause SLA for Pending Tickets?

  Overview You are trying to set up a workflow so that SLA time is not tracked for tickets that are in the Pending or Hold status and want to know how to do it. Solution You can create a setting so that...

• How Conversation or Ticket Status Is Change From Completed to Closed

  Overview Kayako uses the Closed status to denote tickets or conversations that are not only completed but also will not be reopened. Unlike the Completed status which can be changed manually through t...

• Error: "400 RESOURCES_DO_NOT_MATCH" When Deleting a Note VIA API

  Overview You may encounter an error when trying to delete a note from conversation via an API call (i.e., .../api/v1/cases/<id>/notes/<id>): Status: 400Code: RESOURCES_DO_NOT_MATCHMessage: No matching...

• Error When Downloading Attachments: "LICENSE_LIMIT_REACHED"

  Overview Agents or users may report getting the error LICENSE_LIMIT_REACHED while attempting to download an attachment from a customer. The exact message is in JSON format similar to the following: {s...