Articles

• “Remove Identity” Missing for a Secondary Email

  Overview In Kayako, removing a secondary email from a user can fail in an edge case where the email identity was created in a legacy/system-generated/imported state. The UI symptom is that the identit...

• Restricting Access to Suspended Messages in Kayako

  Overview You can disable the 'View suspended messages' permission at the role level, applicable to all agents unless custom roles are defined. Steps Access Role Permissions: Navigate to your admin pan...

• Error: 'The value of the field is already used for another resource' When Adding a Phone Number

  Overview When attempting to add a phone number to a user profile in Kayako, you may encounter the error The value of the field is already used for another resource. This means the phone number is alre...

• User Cannot Log in to Kayako - Disabled Account

  Overview You or another user cannot log in, encountering the message that the account is disabled and want Kayako Support to enabled the account. Solution Please reach out to your Kayako administrator...

• Updating the Email Address, Phone Number, or X (Twitter) Handle of a User Account

  Overview You can change the email address, phone number, or X handle associated with a user account from the user profile page in Kayako. If you are an agent, you can update user profiles (such as the...

• Unable to Reset Password via Password Reset Link

  Overview When you attempt to reset the password for your Kayako user account through the login page, an email will be sent to your registered email address. The email contains a password reset link, w...

• Setting Your Team's Business Hours

  Overview By adding your working hours to Kayako, you can make sure your SLAs and automations are only active when your team is active. Once you have defined your business hours, you can specify them w...

• Securing Your User Account with Two-Factor Authentication

  Overview Any Kayako user, whether a customer, collaborator, or support agent, can add an extra layer of security to their account by enabling two-factor authentication (2FA). Once you turn on 2FA, you...

• Retrieving User Activity Logs in Kayako

  Overview At times, you may want to see the activities of user accounts registered in your instance for either monitoring purposes or if you want to check sign-in logs due to a suspected security breac...

• Retrieving Access After Being Locked out from Single Sign On(SSO)

  Overview This article is intended for customers that are using SSO (Single Sign-On). In case you are experiencing any issue with your SSO configuration, and you are not able to login into Kayako, you ...