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Support Tickets

Brush up on building ticket views, defining custom fields, and managing Kayako Classic support tickets.

  • Resolving tickets automatically using auto-close rules

    Using auto-close rules, you can have Kayako Classic automatically email your customers if their ticket has been inactive for a certain length of time, and then automatically resolve the ticket if you ...

  • Setting automatic ticket follow-ups

    Staying on top of every ticket in your queue is a difficult task. With follow-ups, you can offload some of that pressure by scheduling ticket replies or updates at any time you specify.  Let's say, fo...

  • Enabling a rich text editor for ticket replies

    To help your staff communicate more clearly, Kayako has an option for enabling a rich-text editor your staff can use when creating or replying to support tickets. With the text editor enabled, you'll ...

  • Configuring Kayako's default autoresponder emails

    Autoresponder is the term used for acknowledgement email dispatched when a new ticket is created in helpdesk. You can configure when it should be dispatched, and also modify the content as well as lay...

  • Creating tickets on behalf of an existing user

    From the Staff Control Panel -> Select Tickets -> New Ticket. Select “As a user” as the ticket type. Choose the department from the drop down menu. Click Next. You can then log a ticket on behalf of a...

  • Soliciting customer feedback with ratings

    The clients as well as the staff members can rate the support tickets, individual ticket responses, live chats on the scale of one to five. Ratings criteria can help to identify the vital issues with ...

  • Disabling customer satisfaction surveys

    For disabling Ticket surveys :By default, survey emails are enabled only for 'Closed' ticket status. You can disable the survey emails from Admin CP > Tickets > Statuses > Closed > Options > Send sati...