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.
- Meet the user types
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The areas of your helpdesk
- Admin control panel
- Staff control panel
- The support center
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The apps
- Kayako Desktop
- Kayako mobile apps
- Chat Gateway
- Getting help and support
Part 2: Open up for business
Put your helpdesk in action.
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Invite your team
- Create a new team
- Add staff users
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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
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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
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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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Set up an SLA
- Manage schedules
- Create escalation rules
- Use macros to reply to tickets
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Set up automated rules
- Autoresponders (email)
- Canned responses (email)
- Visitor rules (live chat)
- Auto-close tickets
- Bonus: mail parser rules
Varun Shoor