If you have a Download license and have installed Kayako on your own web server, you will need direct access to MySQL in order to reset a password.

Use the following MySQL query to fetch a list of your staff users:

select title,fullname,username from swstaff sw join swstaffgroup sg on (sw.staffgroupid=sg.staffgroupid);

Identify the username of the staff user you will reset the password of, then tailor this second MySQL query:

update swstaff set staffpassword=sha1(‘asd123!@#’) where username=’admin’;

The second query will reset the password of the ‘admin’ staff user to ‘asd123!@#’.