Slow kayako

[maxihost]

I am not sure if anything can be done about this, but I will tell that my Kayako went slow when the DB got big.

I realized that it was very slow opening tickets, making notes, transfering tickets, closing them and etc. Then it came to my mind that could probably be the large database of Kayako that I have.

I checked and saw that my kayako database was with 2.4gb, then I made a copy of kayako with a fresh db renamed the old kayako so our team can search for old tickets. The new fresh kayako was pretty fast

So it was really the db, my question is: Anything can be done about this ? I think its not a bug, but can the script be improved to dont have this kind of things when the db get big ?

Thank you.

[ccb_support]

I am curious if anyone else has comments or experience with the extreme slowness of the kayako support system. We just moved from omnistarlive installed version to kayako installed version about a week ago and every person doing support is saying that the page loads are painfully slow. The other system was blazing fast for doing support.
We have this on the same server that the other support system was on, which is a dual process nice server. The database is only 3MB so far, so I know it is not the database.
Are there things that can be done to speed this up? Any new changes coming in the next build that offer speed improvements? Thanks for the help.

[McRox]

Originally Posted by ccb_support

I am curious if anyone else has comments or experience with the extreme slowness of the kayako support system. We just moved from omnistarlive installed version to kayako installed version about a week ago and every person doing support is saying that the page loads are painfully slow. The other system was blazing fast for doing support.
We have this on the same server that the other support system was on, which is a dual process nice server. The database is only 3MB so far, so I know it is not the database.
Are there things that can be done to speed this up? Any new changes coming in the next build that offer speed improvements? Thanks for the help.

eSupport is running great here..

What pages are loading slow?

[ccb_support]

It really is every staff page that loads slow. The two pages that I notice the most are when we click to the 'open' tickets. That page consisently takes 6-8 seconds to load (and there are only probably 10 open tickets in there right now, PLUS, we also have the preview turned off on that page so all the extra ticket info should not load). Next, clicking to respond to a ticket takes 7-9 seconds consistently to load up that page where you can respond.
My other support system, which is still installed on this same server, takes less than 2 seconds to load any page. Plus, the database on that is much larger than on this. We have just started in the past week and only have 3MB of data in the database at this point. That is negligible.
A note, this is version 3.0 of Kayako we are using. Haven't even tried version 2.0 to see if there is a difference.
I think we are comparing apples to apples here with our old support system and this new one, as they are on the same server, which has 0.00 load except for support issues. There are only 4 staff using the support system as well, so not a high load situation either. Thanks for any feedback.

[McRox]

Originally Posted by ccb_support

It really is every staff page that loads slow. The two pages that I notice the most are when we click to the 'open' tickets. That page consisently takes 6-8 seconds to load (and there are only probably 10 open tickets in there right now, PLUS, we also have the preview turned off on that page so all the extra ticket info should not load). Next, clicking to respond to a ticket takes 7-9 seconds consistently to load up that page where you can respond.
My other support system, which is still installed on this same server, takes less than 2 seconds to load any page. Plus, the database on that is much larger than on this. We have just started in the past week and only have 3MB of data in the database at this point. That is negligible.
A note, this is version 3.0 of Kayako we are using. Haven't even tried version 2.0 to see if there is a difference.
I think we are comparing apples to apples here with our old support system and this new one, as they are on the same server, which has 0.00 load except for support issues. There are only 4 staff using the support system as well, so not a high load situation either. Thanks for any feedback.

Since eSupport uses "direct urls", I suspect your DNS resolver settings are set incorrect or use a busy/slow dns server.

What do you have in /etc/resolv.conf?

[ccb_support]

I know that our DNS resolver is set up correctly and is not busy.
I am curious about the "direct URL's" and what you mean by that. Are you telling me that on my installed version, 3.0, that every page I load is connecting to kayako.com for some kind of check first?? If so, what is the purpose of that? To check my license?
Here is one thing that I have discovered since I tested this last night. The pages are actually loading much faster on Firefox. I was testing this on Safari, which most of our support staff use. This is the first time that I have seen Safari be slower than Firefox for anything.
Still, curious abou this 'direct URLs' that you mentioned and what that is. Thanks!

[AKL-MFCU]

Originally Posted by ccb_support

I know that our DNS resolver is set up correctly and is not busy.
I am curious about the "direct URL's" and what you mean by that. Are you telling me that on my installed version, 3.0, that every page I load is connecting to kayako.com for some kind of check first?? If so, what is the purpose of that? To check my license?
Here is one thing that I have discovered since I tested this last night. The pages are actually loading much faster on Firefox. I was testing this on Safari, which most of our support staff use. This is the first time that I have seen Safari be slower than Firefox for anything.
Still, curious abou this 'direct URLs' that you mentioned and what that is. Thanks!

direct urls means that it is opening a direct link with the url on the server that hosts your support system. Some programs "call" certain parts and tables to be loaded instead of loading a complete new page. What he is referring to is when you click the tickets menu on the staff cp, its loading the tickets.php page as a direct link in your web browser window. DNS systems are usually the set cause for slow systems because its requiring your dns to say "okay he is requesting this, and so its this part of the server, and i'll return it as blah." You'll notice whenever you do something in kayako your address bar is filled with something different. Thats what he means by that.

The safari issue has been corrected in the latest build, just waiting for it to become stable.

[chadillac]

I did a huge dump of close to 400 articles directly into the mySQL database tables for the knowledge base.... they were all unsort and all of that good stuff... many of our Customer Service Rep's came to me complaining of horribly slow load times (30 seconds - 1 minute per page) .... It took about 3.5 days for one of our Reps. to sort all of the articles into catagories and such but once it was done the system jumped back up to full speed. It seems as if some parts of the system bog down other parts from my experience

[Oana]

Well, I have smal DB (around 36Mb), no preview enabled, just a few articles in KB and the response time from Support suite is horrible. I have a response time for viewing a ticket of over 700ms. I have uploaded a picture with the response time of a few steps in kayako, and this is taken this morning when there was no traffic on the tool. Since then the monitoring showed only worse response times . The steps are: 1 is the login screen for the staff, 2 is after pressing login, 3 is the dashboard, 4 is the view all tickets and 5 is the view of one ticket.
Anyone can tell me what can I do so kayako can go faster? The response time for PHP is 4ms, for MySql is 10ms and for IIS is 7ms.

[supportskins]

Its possible that some of the MySQL queries would be taking a longer time than expected. I suggest you contact Kayako. They shall debug the issue.

[Oana]

I tried contacting them...they don't accept email tickets and when posting a ticket from their site I could only post it on sales, biiling or pre-sales department. No support department. Anyhow, I created the ticket under sales, and the advice I got was to renew my subscription to support and upgrade. I don't really need the upgrade, I just want to know how to fix this because I have the source code.

[supportskins]

Make sure you add this -- "I don't really need the upgrade, I just want to know how to fix this because I have the source code". Let them know you need a fix for the existing version. May be that may get you the support.

[graziano68]

Originally Posted by ccb_support

I am curious if anyone else has comments or experience with the extreme slowness of the kayako support system. We just moved from omnistarlive installed version to kayako installed version about a week ago and every person doing support is saying that the page loads are painfully slow. The other system was blazing fast for doing support.
We have this on the same server that the other support system was on, which is a dual process nice server. The database is only 3MB so far, so I know it is not the database.
Are there things that can be done to speed this up? Any new changes coming in the next build that offer speed improvements? Thanks for the help.

is the problem submitting a new ticket and are you using https ..?
if yes , it's a kayako bug
http://forums.kayako.com/showthread.php?t=9249

[Grant]

You might all want to try to Optimize your database... The database probably got so large that everything is fragmented. Just optimize the database and Im sure your speed will return.

[ehoffman]

We run dual proc servers on a Win platform....1 GB or RAM, mySQL on the same box....tweaked that a bit, but it is blazing fast when it was small...and we eventually got to a 500 MB database plus and it still ran quickly. I think its more about the server setup than the app itself.

Definitely optimize your DB fairly often if you have lots of adds deletes and moving of tickets, etc.