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Geckoboard

January 23, 2015, 8:06 am
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Hi,

I'm using a SAAS version of Kayako, and would like to create a 'big screen dashboard' - something that I can display on a big 60" monitor on our wall.

I've used Geckoboard with ZenDesk in the past (it was really easy, plug and play) and was wondering how hard it would be to setup Geckoboard to work with Kayako. Any help would be appreciated!
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All ticket posts created by staff

January 23, 2015, 9:23 am
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Hmm, maybe I am trying it from the wrong end:

I need a report that creates a count of all ticket posts created by staff, grouped by staff name; The one that I have is working fine - but it doesn´t counts the phone tickets, created as a user ...

Has anybody an idea?

At the moment I am using this:
SELECT COUNT(*) AS 'Total Updates' FROM 'Ticket Posts' WHERE 'Ticket Posts.Creation Date' = ThisWeek() AND 'Ticket Posts.Creator' = 'Staff' GROUP BY Y('Ticket Posts.Full Name'), X('Ticket...

All ticket posts created by staff
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Reports closed by external user

January 23, 2015, 9:25 am
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Hello, This should be an easy one for the community;

We have just noted that a few tickets have been closed by a user (who is an Organisation Manager) when using their user web login.

I need to produce a report that shows who exactly closed the ticket (not concerned over if it was closed/reopened/closed) so we can see if this has been happening for a while or is a new thing.

So far I've got this (found it on forum search, edited slightly)

SELECT count('Tickets.Ticket ID') as Total
from...

Reports closed by external user
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Top X Report by Count of Tickets and Group

January 23, 2015, 1:49 pm
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My company is using Kayako for ticket tracking within our customer contact groups. One of these groups works with customers to resolve issues they are experiencing with our products. They would like to see a report of the top x issues (currently x = 10) reported by customers based on values held in custom ticket fields. I have created the following report using KQL:

SELECT COUNT(*) AS 'Number of Tickets'
FROM 'Tickets'
WHERE 'Tickets.Creation Date' = ThisMonth()
AND 'Tickets.Department' =...

Top X Report by Count of Tickets and Group
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Problem about change back ground

January 24, 2015, 4:40 am
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Hello everybody.

I am using Kayako 4.53 Case and going for a new version 4.6. I am setting up the new version in a linux based server. I wanted to customize the colour pattern of web page. Now the page is showing the default colour. I saw under Templates->General->Clientcss will do this, but I am not an expert in CSS. Can anybody please help me to achieve this.

Thanks
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Problem about apache

January 24, 2015, 4:42 am
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Hi all!
I'm moving the existing installation on Kayako to the server that uses apache 2.4
The existing installation uses apache 2.2
I'm getting an installation error (generic server 500 error, which doesn't provide any details)

Does anyone have any suggestions?
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Notification based on user or organization

January 25, 2015, 8:32 am
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Hello, is there a way in the latest version of kayako to create a notification that will send an email alert when a ticket is created by a specific user or organization? I have been unable to find this in the notification setup.
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email after survey completed (Using self hosted Kayako)

January 25, 2015, 11:21 am
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Hello all

I need to setup one page which will send survey report to admin and ticket owner once survey filled
Example of email i have attached with this post.

Also I am not getting option to complete survey when user close chat window. How do I setup another pop up window when user click on Close button which will ask for survey ?
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SMS Alerts with Ozeki SMS API

January 26, 2015, 12:49 am
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I am try to integrate Ozeki SMS API to kayako like SMS Alerts . I am using sendsms.php file in a root like (sms_api.php) and here is the code..
PHP:
<?php

########################################################
# Login information for the SMS Gateway
########################################################

$ozeki_user = "admin";
$ozeki_password = "123";
$ozeki_url = "http://127.0.0.1:9501/api?";...
SMS Alerts with Ozeki SMS API
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Problem Installing Customtweaks

January 26, 2015, 3:06 am
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I've been trying to install a newer version of Customtweaks and ended up with the same error no matter what I do with permissions:-

Warning
rename(C:\inetpub\wwwroot\support\__apps\customtweaks\config/../../../__swift/apps/base/library/UserInterface/class.SWIFT_UserInterfaceToolbar.php,C:\inetpub\wwwroot\support\__apps\customtweaks\config/../../../__swift/apps/base/library/UserInterface/class.SWIFT_UserInterfaceToolbar.phpold): Access is denied. (code: 5)...

Problem Installing Customtweaks
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Some tickets randomly Auto-Close directly from Open status

January 26, 2015, 3:30 am
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Hello,

We have an issue in which the status of some tickets get automatically changed from Open to Closed without there being any rule set for this. I think this may be a bug as I've noticed this usually happens on ticket that have been Closed for a while (correctly by the system from Await feedback status) and then re-Opened by the customer. When this happens the system auto-closes them back within about 10 minutes.
It happens in a random manner, not all tickets that are re-opened get closed...

Some tickets randomly Auto-Close directly from Open status
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Knowledgebase article rating report

January 26, 2015, 6:27 am
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Has anyone written a report to pull out the average rating and even the total number of times a KB article has been rated?

I would really like to see this by category and by article.
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Dashboard for realtime stats and reports

January 26, 2015, 7:26 am
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We are in the process of creating a Dashboard to view real time stats and reports rather than have to run them manually all the time.

We'd like to know if others would be interested in purchasing this module if we developed it further for external use.

It would initially be a separate browser tab that Staff, Managers and Business Owners could view to quickly see things like:-

  • Average Response Time
  • Time for First Response
  • Average time to Close/Solve a ticket
  • Graph for Tags...

Dashboard for realtime stats and reports
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Cannot PASTE into Safari (Mac)

January 26, 2015, 8:21 am
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4.68.1 - cannot paste into the editor such as creating a new News article. Using Safari/Mac
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Troubleshooter link to KB Article

January 26, 2015, 9:37 am
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It would be great if at the end of a troubleshooter we could link to a KB article. Often the resolution for our troubleshooter is something already documented as a KB article. This would allow us to document the resolution once and link between them.
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Link a knowledgebase article to troubleshooter step

January 26, 2015, 9:38 am
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As we do not want to produce duplicate content we want to reuse Knowledge-Base content within the troubleshooter.
Currently we consider simply using an I-Frame displaying a KB-Article within a troubleshooter-window but I guess there are smarter solutions?

Ideally we can link a KB article to a step in the troubleshooter. This would prevent us from creating duplicate...

Link a knowledgebase article to troubleshooter step
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Restore a deleted ticket status?

January 26, 2015, 10:25 am
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So... I accidentally deleted a Ticket Status that had a large number of our Resolved/Closed tickets in it... Is there any way to restore it? Now unfortunately all of the tickets that were in that status are showing up in the Inbox.
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add link to support center navigation bar

January 27, 2015, 12:31 am
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Hi,

I would like to add a link back to our homepage to the support center navigation bar. How can I do that?

Thanks
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remove search bar from support center startpage

January 27, 2015, 1:37 am
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Hi,

I want to remove the search bar from the support center login page for users that are not logged in. I had a look in the homeindex template but I could't find it in there.

[​IMG]

I mean the bar above the cloud thingy.

Thanks,
Arnold
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add text to support center login page

January 27, 2015, 2:04 am
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Hi,

I would like to add some (formatted) text (and maybe an image) to the support center login page as per the attached screenshot. How can I do that?

[​IMG]

Thanks,
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