You may have observed that the email parser does not automatically run on schedule. This can happen when you have not configured or may have misconfigured the scheduled task (Windows) or cron job (Linux).
The internal tasks that do things like fetch emails, perform system cleanups, etc are only triggered when the Staff Control Panel is accessed. It does not run continuously. In a busy helpdesk, that is no problem. However, if your helpdesk activity is pretty light, then you might miss out on emails, follow-ups, or other time-sensitive activities.
Hence, scheduled tasks (Windows) or cron jobs (Linux) are needed to make sure internal tasks would run continuously. Kayako Classic OnDemand customers already have this thing set up on our servers.
To keep your Kayako Classic Download helpdesk firing on all tasks, you should create a scheduled task (Windows) or cron job (Linux/Unix) that loads the
/cron/index.php every 10 minutes for your Kayako Classic installation.
To do this, please visit the Manually Scheduling a Server Task/Cron Job for Kayako Classic Download article.