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Help Tickets are duplicate Signature

Discussion in 'Using Kayako Classic' started by sby, Sep 19, 2018.

  1. sby

    sby Established Member


    When i create a new ticket i see in my staff part the signature one time under a ticket.
    When i receive the mail i have 2 times the signature under the messages where can i change this.
  2. sby

    sby Established Member

    When i give a reply on the ticket the signature is seeing one times.
    Where can i change it in a template for create a new ticket


    Dit iseen testkomtde mailaan.
    Best regards, blablabla Chief Executive Officer Company. Tel: +31(0)20 0000000
    Best regards,

    Chief Executive Officer

    Tel: +31(0)20 0000000

    Ticket Details
    Ticket ID: GNJ-899-70075
    Department: Support
    Type: Generic

  3. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hi there,

    We have been reported an issue in our latest build where if a ticket is created from the agent area, Kayako send the duplicate signatures.

    I have escalated the reported issue as a bug to our product engineering team. They will review it and fix in the future updates of Kayako.

    As a workaround, you can create a new ticket from the staff panel using 'As a user' option and the ticket will be created on the user's behalf. They will receive the autoresponder email along with the ticket summary content. It will not include the duplicate signatures.

    Please give it a try and let me know how it goes.

    Kind regards,
  4. sby

    sby Established Member

    Hi There, Is there already a fix.
    I did try what you say but it's not the right solution to learn my staff first how the need to create a ticket as user.

    I think there is a issue in my mysql or in the templates what template is used for the mail signature so that i can check there.
  5. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello there!

    I have checked with the team and confirmed that the fix is now ready. You may expect the new release with the fix of the reported issue in next couple of days.

    Please let me know if there is anything else I can help you with.

    Kind regards,
  6. sby

    sby Established Member

    Hello Gurpreet,

    Is there a way that I can get this fix.
    I'm not a paying user anymore the prices are too high for our company.

    Can you help me with this issue?
  7. bear

    bear Kayako Guru

    The last time something like this came up (support out of paid period), it was offered to talk to me about a possible solution.
    The only "solution" was to pay. Period. No discussion, just set up a subscription to access new versions, which will also cause your desk to be inaccessible if you stop paying next time.
    Kayako is not going to help you, I'd guess.
  8. sby

    sby Established Member

    So the are not so helpfull anymore.
  9. bear

    bear Kayako Guru

    I'd say that's accurate, in my experience.
  10. sby

    sby Established Member

    Did you renew now then ???
  11. bear

    bear Kayako Guru

    Not a chance.
  12. sby

    sby Established Member

    Ok Are you still using Kayako or a other solution.
    I have really a very strange bug.

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