Chat ID - sharing code

May 4, 2016, 6:18 am

≫ Next: Is there a way to disable the Live Chat survey?

≪ Previous: Client Reply is not setting ticket back to OPEN

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I would like to know how an operator can share the chat code for a live support chat so that a customer can reignite the same conversation at a later date.

I understand it is possible, but from my experience of being an operator I cannot see where the chat ID is located in order to share it with the customer.

Screen shots would be most appreciated.

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Is there a way to disable the Live Chat survey?

May 4, 2016, 6:46 am

≫ Next: SLAs: big changes coming to Kayako. Your input welcome.

≪ Previous: Chat ID - sharing code

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I read somewhere that removing the text from the chatendednotificationsub and the
chatendsurvey phrases would disable the survey that follows a Live Chat session. I have removed the text from these areas, rebuilt cache, and yet I am still prompted for a survey if I cancel out of exiting the chat.

Does anyone know of a way to disable the Live Chat survey? Any help is appreciated.[FONT=times new...[/SIZE]

Is there a way to disable the Live Chat survey?

SLAs: big changes coming to Kayako. Your input welcome.

May 5, 2016, 2:58 am

≫ Next: Viewing and Searching Tickets for all Staff

≪ Previous: Is there a way to disable the Live Chat survey?

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Hi everyone

Big changes are in the works for SLAs in Kayako.

As we roadmap, we would love to learn more about SLAs in our organization: how you use Kayako today, what Kayako isn't able to do for you and what your own ideas around SLA plans and targets in Kayako are.

Interested in having a short discussion?

Drop me an email: jamie.edwards@kayako.com

Viewing and Searching Tickets for all Staff

May 6, 2016, 9:24 am

≫ Next: Creation of specific Filters

≪ Previous: SLAs: big changes coming to Kayako. Your input welcome.

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Hello:
I have my staff in different teams, but I want everyone in all the teams to be able to search for any ticket and view any ticket. What do I need to do to make this happen? I'm using 4.73, so that's the code I'm guessing I'll need to modify.

Thanks,
Brandon

Creation of specific Filters

May 6, 2016, 10:37 am

≫ Next: Rich text editor for ticket replies ("WYSIWYG")

≪ Previous: Viewing and Searching Tickets for all Staff

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Hello, guys! I'm new to the forum and I have a question to ask about filters.

I want to create a filter with a specific selection:

Status equals Open
Department equals X
Department equals Y
Department equals Z

Basically I want to see all open tickets on specific departments, it is easier for me to specify the ones I want because putting departments "not equal to" would take forever, specially when trying different setups.

When I tried like this no results were shown. Could you guys help me?...

Creation of specific Filters

Rich text editor for ticket replies ("WYSIWYG")

May 9, 2016, 2:45 am

≫ Next: Urgency help

≪ Previous: Creation of specific Filters

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Hey,

I thought WYSIWYG Ticket editing was going to be part of V4? I can see TinyMCE has been integrated into the knowledge base etc, but when you create a new ticket or reply to an existing one it doesn't have the TinyMCE editor...

Is this a feature that will be added in the final release of V4? Or should I start re-developing my WYSIWYG addon for v3 to work in v4?

Dylan.

Urgency help

May 9, 2016, 5:32 am

≫ Next: Urgency help

≪ Previous: Rich text editor for ticket replies ("WYSIWYG")

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Hello.unfortunately when we are updating management department, we get into an error but wanted changes are selected.

Just when we click on the updating instead of "successfully updated" we see a notification that has been attached by this ticket.

Would you help me to solve my problem??

Urgency help

May 9, 2016, 8:20 am

≫ Next: LDAP/AD Integration seems to be lacking

≪ Previous: Urgency help

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Hello.unfortunately when we are updating management department, we get into an error but wanted changes are selected.

Just when we click on the updating instead of "successfully updated" we see a notification that has been attached by this ticket.

Would you help me to solve my problem??

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LDAP/AD Integration seems to be lacking

May 9, 2016, 11:20 am

≫ Next: swuserprofiles and swcustomfields

≪ Previous: Urgency help

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Hello All,

We are a large company with about 300 staff and a ton of customers.
We are taking a serious look at Kayako but find that there is no native LDAP or AD integration with the product that is authored by Kayako themselves. Seems one has to use third party code via Loginshare and I don't see any recent activity for these modules (are they even being supported anymore?). Who is vetting this code from a security standpoint? Is Kayako testing this to ensure compatibility with their upgrade...

LDAP/AD Integration seems to be lacking

swuserprofiles and swcustomfields

May 10, 2016, 2:20 am

≫ Next: Newssubscription default set to Yes

≪ Previous: LDAP/AD Integration seems to be lacking

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Hi all,

I'm running a query against the Kayako database, and what i would like to do is retriving data stored in custom fields on user profile.

But what i'm not seeing is the relationship between a users profile. i.e userid 81 and the data stored in his/hers customs fields.

How does the database link stored data on custom fields up against a user profile ?

TL;DR: I want to be able to do "select * from swcustomfieldsvalue where userid = 81;" (i know this won't work, but it's what i'm trying...

swuserprofiles and swcustomfields

Newssubscription default set to Yes

May 10, 2016, 3:04 am

≫ Next: 4.70 upgrade issue

≪ Previous: swuserprofiles and swcustomfields

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Hi guys,

I am looking for help to modify a template. We would like to have the newssubscription set to Yes by default when users create their account.

I was told by Kayako Support that the following template should be modified: General > preferencesform
He said the following code should be changed:

Code:

"<td><input type="radio" name="newssubscription" value="1"<{if $_newsSubscription == true}> checked<{/if}> <{if $_newsSubscriptionEnabled == false}> disabled="disabled"<{/if}> />...

Newssubscription default set to Yes

4.70 upgrade issue

May 10, 2016, 3:44 am

≫ Next: nginx rewrites?

≪ Previous: Newssubscription default set to Yes

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Hi,

get following error while upgrade to 4.70.0:

Code:

Fatal error: Call to a member function Get() on a non-object in /var/www/__swift/models/Settings/class.SWIFT_Settings.php on line 53

What could it be?

nginx rewrites?

May 10, 2016, 4:03 am

≫ Next: Staff updating ticket doesn't receive activity notice.

≪ Previous: 4.70 upgrade issue

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Hey there, I was reading through http://forums.kayako.com/threads/seo-friendly-urls.24258/page-4 and thought it was kinda a shame no one had posted a nginx config (there was tons of Apache, and even one lighttpd).
I love nginx, and it would be a shame if I had to use Apache (or lighttpd) instead of it for rewrites.
I was thinking it through, and it seems like nginx would stumble at the point of not knowing the callback of the regex, for example, in lighttpd:...

nginx rewrites?

Staff updating ticket doesn't receive activity notice.

May 10, 2016, 3:19 pm

≫ Next: Hidden ticket status

≪ Previous: nginx rewrites?

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We recently upgraded skipping significant versions 4.30.649 to 4.73.2. We've noticed a significant email notification change.

When a staff user performs activity on a ticket through the web application they do not receive an email notification, but everyone else on the ticket does. Sometimes this can be good, because why do they need notification of activity they themselves did? However, some of our staff use that email as part of other workflows.

We have a notification rule that the owner...

Staff updating ticket doesn't receive activity notice.

Hidden ticket status

May 11, 2016, 12:22 am

≫ Next: How to display selected KB articles on homeindex?

≪ Previous: Staff updating ticket doesn't receive activity notice.

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Hey all,

Is it possible to create a ticket status that is completely hidden from both customers and staff?

Say that all tickets that are marked with status "Hide" should only be seen in the database (or if possible by a superuser) but not from staff or customers.

Thanks.

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How to display selected KB articles on homeindex?

May 11, 2016, 1:47 am

≫ Next: Gettings statistics with PHP API

≪ Previous: Hidden ticket status

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To have multilingual NEWS articles on the Home page (homeindex) I thought of the following (workaround):

1. we already have our KB categorized so that the root categories are the languages (English, German, French, etc). Through a drop-down you can change the language/category. That's working fine!
2. creating a sub-category in each root category called "News"
3. creating localized news articles as KB articles

Now:
How to change the homeindex so that only the KB articles of this...

How to display selected KB articles on homeindex?

Gettings statistics with PHP API

May 11, 2016, 3:21 am

≫ Next: Using Hooks in livechat

≪ Previous: How to display selected KB articles on homeindex?

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I need to collect statistics using PHP API.

Need to display number of replied tickets per staff (but not number of replies) for selected period.

There are more than half a million tickets in the system.

What I have so far is:
1. Getting all the ticket IDs

PHP:

$tickets = kyTicket::getAll(
  kyDepartment::getAll()
  ->filterByTitle(array('Dep1', 'Dep2', 'Dep3')) //I don't need all the departments so I filter by department
)->collectId();

2. Iterating through ticket IDs and getting all...

Gettings statistics with PHP API

Using Hooks in livechat

May 11, 2016, 3:35 am

≫ Next: Kayako stops parsing replies at 5 underscores (_____)

≪ Previous: Gettings statistics with PHP API

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I'm trying to get a hook to run when a user in the desktop app types a certain command into the live chat. (/auth)

I've setup and installed my app 'auth' following this post: http://forums.kayako.com/threads/using-hooks-minimal-module-creation.29953/

So I have:

auth/

• config/
  • class.SWIFT_SetupDatabase_auth.php
  • config.xml
• hooks/
  • visitor_chat_start.hook
• visitor/
  • class.Controller_auth.php

My...

Using Hooks in livechat

Kayako stops parsing replies at 5 underscores (_____)

May 11, 2016, 6:41 am

≫ Next: HTML Not Displayed Correctly

≪ Previous: Using Hooks in livechat

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Hi,

I think I've found a pretty strange bug. To reproduce:

1) Send a mail to Kayako (e.g. from Google Mail), with the following content:

A
_____
B

2) Open the ticket in Kayako. It looks as expected, A, B and the underscores are visible.

3) Answer something (e.g. "test") in Kayako, click Send.

4) In Google Mail, reply again with the same reply as listed above.

A
_____
B

5) Open the ticket in Kayako. The most recent reply only says "A", everything after that (underscores and rest) is...

Kayako stops parsing replies at 5 underscores (_____)

HTML Not Displayed Correctly

May 11, 2016, 10:44 pm

≫ Next: Getting data from different tables (Audit Logs + Billing) for tickets in trash

≪ Previous: Kayako stops parsing replies at 5 underscores (_____)

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Hi,
Im wondering if it is just me or everyone that is getting this issue.

I am using the Kayako Mobile iOS app for iPad and it is very difficult to read what is going on as the emails come in and are processed in HTML format. So links are appearing like the below.
<a href="http://domainname.domain"
Is there any plans to resolve this in further releases ?

Thanks
Brad