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Start Here: Guide to setting up your helpdesk

We're actively rewriting our user guide, so check back for improved coverage.

Welcome to your Kayako helpdesk! You’re on your way to delivering amazing support to every one of your customers. This guide is designed to help you get familiar with the basics and hit the ground running.

(Are you a Kayako Download customer? Then click here for installation instructions.)

Part 1:  Meet your helpdesk.

First, let’s make sure you know what you’re working with.

Part 2: Open up for business

Put your helpdesk in action. 

  • Invite your team
    • Create a new team
    • Add staff users
  • Start resolving tickets
    • Know the ticket basics
    • How your customers create tickets
    • Reply to a ticket
    • Fetch email into Kayako 
    • Custom fields
    • Bonus: Turbo charge your tickets
  • Get started with live chat
    • Activate live chat 
    • Put a live support button on your website
    • Get started with phone and click-to-call
    • Browse live support history
    • Connect to the Chat Gateway 
  • Build a self-service support center
    • Create categories
    • Publish a new article
    • Publish news or announcements 
    • Moderate comments  

Part 3: Automate your processes

Set up workflows that save your team time. 


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  1. Varun Shoor

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