When trying to respond to a ticket in Kayako Classic, users might see the following error while using Office 365 as SMTP:
Expected response code 250 but got code "235",
with message "235 2.7.0 Authentication successful" (235) in
This was a bug in version 4.93.07 and the issue was fixed in the SWIFTMailer library of Kayako Classic version 4.93.10.
The default SMTP timeout value in the SWIFTMailer library was too low (set at 30 seconds only) on version 4.93.07 which causes the issue when executed on slow-network SMTP servers. The fix deployed on Kayako Classic version 4.93.10 was an increase in the SMTP timeout value to three (3) minutes, which will prevent timeouts in slow-network SMTP servers.
If you are experiencing this issue and you are using a version that is older than Kayako Classic 4.93.10, you need to upgrade to the latest version.
- For Kayako Classic (Download), to upgrade your instance, please visit the Upgrading or Downgrading Your Kayako Classic Download article for guidance.
- For Kayako Classic (OnDemand), please contact our support team by clicking the Submit a ticket button at the top of this page. We will facilitate the upgrade of your helpdesk in the backend.
Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.