E-mail piping disabled frequently because of server load.

[memsup]

Hi,

We have been experiencing the issue frequently of email piping being disabled
frequently. The reason given is that email traffic on our helpdesk is quite high and being hosted on a shared server the server load goes out of tolerable limits . So Kayako support/services recommend us to switch to dedicated server which will also increases your helpdesk performance or opt their "Dedicated Hosted Appliance". We do not want to switch to dedicated server or "Dedicated Hosted Appliance".

We want a solution in existing hosted version which can reduce the server load and does not cause the piping disabled issue.

It would be really nice if we can get an solution for this.

Thanks,
- Nisha

[craigbrass]

Are you being told it is your installation that is causing the server to have high load and as such your email queues are disabled?

[memsup]

Yes, but the thing is that we would like some solution in existing hosted version to avoid piping being disabled in future.

Thanks,
- Nisha

[craigbrass]

Have they given you any more specific details relating to the problem (like too many tickets per day, etc)?

[supportskins]

You will have no other option but to move if your helpdesk surpasses Kayako set limits and if your helpdesk consumes alot of server resouces for the same server could might be hosting another 20 helpdesk. You can look into dedicated hosted appliance or move the helpdesk onto your managed server.

[memsup]

Hi,

Thanks for the suggestions. Our piping is being disbaled because of the the server load created by email loops due to auto-responders. They say that many of our clients send autoresponder of our email and that in turn triggers email loop. The service dept people have been observing our helpdesk and then they themselves added some rules to delete client auto-responders. They suggested us to turn off our auto-responders too and we have done so. Since last few days all is working fine. In real we hardly get 20-30 tickets per day to be replied and for such small number of tickets it's not feasible for us to move to dedicated server. Refer Tickets #s NIX-169034 . Does kayako have any filter that automatically deletes auto-responder capability? I think Kayako should take leadership in providing an automated solution that handles a small customer that only has 20-30 real tickets per day and should handle spam filetring or let us know the appropriate settings for spam filtering. We wish to have our auto-responder turned ON as it's indication to our customer that their mail/ticket has been received in support system. Any suggestions/solutions are most welcomed.

Thanks,
- Nisha
Ryze Support