Validated Users are removed or unvalidated?

[PeteV]

We believed that something was wrong, ever since we started using eSupport a few months ago, but I have only now confirmed it to be true:

In "eSupport > StaffCP > Users > Manage Users", we are losing Users!

That is, Users who used to be Registered and Validated are now either Unvalidated or missing altogether.

This happened to a large number of users, which makes eSupport pretty much completely useless for us (since these users cannot login anymore).

We had many reports of users not being able to login, and it always appeared that they were not in the User list (anymore). We could never figure out how or why this happened.

Interestingly, my own e-mail account (in addition to being Staff, I am also a User) is no longer Validated either.

Does anyone else have this problem too?



I realize that we should probably contact Kayako by submitting a Ticket or using Live Chat. However, we have some other problems with eSupport (for example, our Search and Mail Parser Filters are not working properly). Live Support turned into Tickets, and this has been on hold for a long time now -- waiting for Kayako's developers to look at our problems. Bascially, our problems are not being resolved by Kayako.

In addition, it seems that Kayako has serious problems with tracking Live Chat (that is, how can users refer to previous Chat sessions?), and linking Live Chat to Tickets. Also, when transfering Live Chat from one operator to another, the new operator cannot read the preceding chat text. We do not use Live Chat for our customer support, but it made a very bad impression on me when I used it on the Kayako web site.

... well, that is separarate topic for a different Thread I suppose...

... but the point is that contacting Kayako will probably not solve this problem for us!!! sad but true

[supportskins]

Have you chosen the option for the Users to be validated manually by the Staff Users?

[PeteV]

Yes, we do validate Users manually by Staff. I am the only one who is doing that.

[supportskins]

That is the only possible reason. If you failed to verfiy the client user, Kayako will automatically flush unvalidated users.

[PeteV]

After working on this problem for an entire day, we finally figured out what the problem is.

When a User has more than one e-mail address, this shows up as separate entries in the User table. However, if you delete one or more of these e-mail addresses (but leave at least one) from the User table, the entire User is removed!

That is, instead of removing only the selected e-mail address, eSupport removes all e-mail addresses associated with that User.

This sounds like a pretty nasty bug to me.

[supportskins]

Interesting find! Thank You for sharing it with us. I am sure Jamie will follow it up but I also suggest you report it with http://bugs.kayako.net/

[PeteV]

supportskins -- thank you!!! You are the one who offered valuable advice!!!

[supportskins]

Not a problem. Hopefully the issue is soon resolved