Kayako – Agency Help Desk – Important Tips

TIP #1 - Take a moment in the new year to work with your local IT team at your agency to whitelist the Kayako email domain, to add *.kayako.com to your agency whitelist as a safe sender.  Doing this will assure that your agency receives all Kayako replies on any tickets submitted.  Otherwise some replies will end up going to your junk mail, you will miss our replies, which will delay our attempts at providing you with timely solutions, information, and guidance.  On many occasions, agencies have reached out saying they have not heard on a ticket they submitted, when nearly every time, we have already replied but they did not receive the sent reply as it went to spam/junk.  

TIP #2 - Please do NOT ever include the helpdesk email (epermitshelp.BCD@dcbs.oregon.gov) as a cc on an internal/external email discussion.  Emails sent to this address automatically create a helpdesk ticket – so with each reply in your email discussion with a contractor or coworker, a new ticket is potentially created, multiple times over.  Also, if forwarding an email discussion to the Kayako help desk for assistance, please summarize the issue you are seeking help for at the top of the email when submitting.

TIP #3 - The Kayako help desk and email is for jurisdictions subscribing to ePermitting – this is not the same help desk as for contractors or outside parties, so please do not provide this help desk email to your external customers.  Instead please feel free to provide them with the contractor/external customer help desk email at oregon.epermitting@dcbs.oregon.gov - or they/you can call 503-373-7396 for immediate support.