You may have noticed that the auto-suggest box keeps on showing old and deleted entries or email addresses when adding a recipient to a ticket. To solve this issue, you are looking for a way to remove the unwanted/incorrect/old entries or email addresses from the database so that they are no longer being auto-suggested when typing emails.
Kayako Classic Download Customers
- Access to modify your database.
- Server admin access
Before making changes to your database, we strongly recommend creating a backup copy of it. Refer to Step 2 of the Upgrading or Downgrading Your Kayako Classic Download Helpdesk article to know how to backup your Kayako Classic files.
To resolve your issue, run the following syntax to remove the items from the database:
- Delete from swticketrecipients where ticketemailid in (SELECT ticketemailid from `swticketemails` where email = "EnterEmailAddressToDeleteHere");
- Delete from swticketemails where email = "EnterEmailAddressToDeleteHere";
Kayako Classic On Demand Customers
On-Demand customers do not have access to their back-end database and are therefore required to submit a support request and provide the unwanted email addresses that should no longer be auto-suggested.
Forward the request to the SaaS team, who will execute the task in the back-end by following the Delete specific email address and related emails from database Change Runbook.
Ensure you include the email addresses to be removed in the Change Request Jira. Refer to the Kayako Classic Component Routing Table for Jira creation instructions.