When you create a ticket through Kayako REST API while using the 'staffid' instead of 'userid' or 'autouserid', the ticket gets created but but no user is linked to it. As a result, when staff replies on this ticket, the outgoing emails are broken or can't be replied to. Or sometimes, the email does not get sent to the user at all.
This was a bug identified in version 4.93.07 and the issue was fixed in version 4.93.11 and higher. A fix was deployed to the code to create a user when only 'staffid' is provided when creating a ticket using REST API.
If you are experiencing this issue and you are using Kayako Classic 4.93.07 or older versions, you need to upgrade your instance 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.