Brush up on building ticket views, defining custom fields, and managing Kayako Classic support tickets.
For most companies, the responsibility of handling support requests is divided among several different teams. In Kayako Classic, you can divvy up those support requests using departments. Splitting yo...
Keep your staff up-to-date on their support tickets – even when they're away from the queue – with notifications. Kayako Classic makes it easy to proactively notify staff members, teams, or even custo...
Whenever you find your support team repeating the same action or sending the same reply to one conversation after another, that's a usually a good sign that you could use a macro. Macros can save your...
Many areas of Kayako Classic prompt customers for information, but sometimes, the standard questions don't get you all the details you're after. For those situations, Kayako Classic has custom fields,...
Although Kayako Classic has a lot of default options for looking at your queue, sometimes they don't give you quite the perspective you're looking for. For those situations, ticket views and filters c...
Service Level Agreements (SLAs) are a really useful tool for achieving good customer service. In Kayako, you can build SLAs that set time limits for either ticket replies or ticket resolution. This gi...
Many support teams sink a lot of time into handling common administrative support requests like equipment purchases or travel budget approvals. These requests go through a predefined set of steps that...
Scheduling regular tasks for your staff is an integral part of building up your organization's day-to-day operations. With Kayako Classic, you can automate and streamline this process by setting up re...
Customers reach out to you for answers to questions, issues, and problems of all shapes and sizes. As your team provides support, they will eventually start to see tickets come in that are about simil...
Even for teams with relatively low ticket volume, keeping your helpdesk organized can be a daunting task. One of the ways Kayako Classic can lessens that burden is with tags. Using keywords to tag re...