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Recommended Allowable HTML Tags

January 19, 2015, 1:18 pm
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Hi Guys,

What are the recommended allowable HTML tags that you use? Any specifics in regards to Outlook 2007+ html?

Thanks!
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Certification Kayako

January 19, 2015, 11:58 pm
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Hi Myfrindes ,

I ask ...What are the certificates that can get them in Kayako Help desk ?

ex : in Microsoft ( MCSA , MCSE.... )
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Error kayako

January 20, 2015, 1:39 am
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send of 6 bytes failed with errno=10053 An established connection was aborted by the software in your host machine.
(C:/inetpub/wwwroot/support/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/StreamBuffer.php:232)..

Is there any way to or solution for this error? please help
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Kayako Desktop - Insert Error when using the 'edit' tab.

January 20, 2015, 4:02 am
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Good morning,

We recently had an issue with the disk on the platform where Kayako Desktop was installed, so took an image and moved it over to another VM.

Apart from losing a few hours worth of data everything seemed fine and we have been carrying on as usual, however a few users (myself included) are experiencing intermittent issues with particular tickets when attempting to edit the ticket details after it has been created. It's not every ticket, just the odd one.

It's an insert error,...

Kayako Desktop - Insert Error when using the 'edit' tab.
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Stop Merging Tickets

January 20, 2015, 4:15 am
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It would be useful for us if we could prevent ticket merging based on department. In our case this is a reporting issue using custom queries, but I'd imagine there would be other cases, for example if a client is billed on the outright number of tickets you might not want engineers to be merging.
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Google Analytics

January 20, 2015, 6:14 am
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Just wanted to bring this long standing, open issue to everyone's attention again. I have been patiently waiting for this fix for over a year now.

https://kayako.atlassian.net/browse/SWIFT-3811

I can't believe no one else complains about the lack of Google Analytics support for their help desks. This bug makes it impossible to view accurate data for your help center pages.
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Report showing aged tickets as a list?

January 20, 2015, 6:57 am
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I am trying to show a list of open tickets between 30 and 60 days and between 60 and 90 days and over 90 days, i need to show some particular fields in the list but so far have only been able to get a count of tickets over a particular age and that has only come from someone else's work on here:

SELECT SUM(IF(DATEDIFF(Today(), 'Tickets.Creation Date') < 30,1,0)) as 'Under 30',
SUM(IF((DATEDIFF(Today(), 'Tickets.Creation Date') < 60) AND (DATEDIFF(Today(), 'Tickets.Creation Date')) >=30,1,0))...

Report showing aged tickets as a list?
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hook request SWIFT_TicketNotification->GetBaseContent

January 20, 2015, 7:46 am
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Hi,
we would like a hook point in __apps/tickets/library/Notification/SWIFT_TicketNotification->GetBaseContent
just before the return.
thanks
chris
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Report 'count of tickets closed today' is double counting tickets that have been reopened & closed

January 20, 2015, 4:41 pm
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I have a report created that shows all the helpsesk staff and how many tickets they've closed today (also similar reports for week and month).
The report string is below:

SELECT Count('Tickets.Ticket Mask ID') AS Total FROM 'Ticket Audit Logs' WHERE 'Ticket Audit Logs.Message' LIKE '%Ticket status changed from: % to: Closed%' AND 'Ticket Audit Logs.Creator' = 'Staff' AND 'Tickets.Resolved Date'= Today() GROUP BY 'Ticket Audit Logs.Full Name'

The problem is that say user John has closed...

Report 'count of tickets closed today' is double counting tickets that have been reopened & closed
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Email Sending issue

January 20, 2015, 10:56 pm
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Hello,

My Support desk url is support.abc.com
but i cant able to send mails to users with the same domain eg. mr1@abc.com or mr2@abc.com
I am using Kayako Fusion 4.66.2.

Please advise a solution
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Independent registration form for template groups

January 21, 2015, 3:18 am
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Hi

I am using Kayako 4.66.2 for 2 products with two different template groups.
How its possible to create separate custom user registration forms for the two template groups?
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Problem about User logs

January 21, 2015, 8:37 am
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Hello everybody!
I have a client that is complaining that whenever a ticket is created for him, he receives the email with credentials , but when he hits the link and logs in, it says he has no access to the ticket.

I had him forward me the email and I have verified this. I have also checked to make sure the correct email address is in the ticket, which I knew was the case since he got the email with the credentials in the first place.

Any ideas?
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Issue about message

January 21, 2015, 8:42 am
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Hello everybody
This morning I receiving 4 messages (all sent at same time/minute) in my support desk. Is there a way to stop multiple messages.
Also, could these have been sent by a computer program, or just hitting the back key and resending.
Any help on how to manage these situation would be most appreciated.
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No results or very poor performance for KQL query

January 21, 2015, 8:47 am
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This is my KQL query to report all audit logs for today

select 'Ticket Audit Logs.Ticket Audit Log ID', 'Tickets.Ticket ID', 'Tickets.Ticket Mask ID', FROM_unixtime('Ticket Audit Logs.Creation Date') as 'Ticket Audit Logs.Creation Date', FROM_unixtime('Tickets.Creation Date') as 'Tickets.Creation Date', CUSTOMFIELD('Tickets','Business Group/Brand License'), CUSTOMFIELD('Tickets','Country'), 'Tickets.Type', 'Tickets.Department', 'Tickets.SLA Plan', 'Tickets.Owner', 'Tickets.Status', 'Ticket...

No results or very poor performance for KQL query
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How Can I change Language in Control Panel?

January 22, 2015, 2:22 am
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I need help~
Can you please help me finding how I can translate the Control Panel?
and Make it Selectable by the "Staff" user?

and/or Set Default Language per "Staff" user login?
so when they login to Manage Ticket, it'll automtically load
their Default Language in "Control Panel"?

Thank you!
WILL
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Send Complete History in Staff Replies Formatting Issue

January 22, 2015, 5:08 am
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Hi All,

Our company has setup HTML signatures in Kayako Fusion, and I noticed when I switched on the "Send Complete History in Staff Replies?" in the Admin CP, it doesn't render the HTML.

Does anyone know a solution to this, or whether there are any settings available to resolve this?

Thanks.

[​IMG]
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Ticket reverts to unassigned?

January 22, 2015, 9:16 am
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Hi All,

We have been noticing that sometimes the ticket owner reverts to "Unassigned" and the type to "Issue" after they have been set. It seems like maybe it happens when someone else is looking at the ticket? Has anyone encountered this before and is it a known issue? I've tried searching around the forums but haven't seen anything...

Thanks!
-xana
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Codec G.729

January 22, 2015, 9:51 am
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Hi,

Can I use audio codec G.729 (VOIP) on Kayako Desktop?
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Rating change notification

January 23, 2015, 4:32 am
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Hello, i want send notification about rating changes, how i can do it ? Thx

p.s. I have Kayako Fusion 4.63.3.4590
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Kayako and REST API calls

January 23, 2015, 5:50 am
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I am new to REST API calls so please bear with me.

We are trying to obtain the following data to be reflected on a status board:

Staff (signed in)
Live tickets
Tickets OUT of SLA

I have no idea where to start as i keep getting 404 errors when i use the default path of http://oursupportdesk/api/index.php?

If i could get a test response back that would be great but i keep seeing:

"404 Not Found".

REST API is enabled - that has been double checked.

What shoud i be sending as...

Kayako and REST API calls
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