Overview

This article is a quick guide which is designed to help you get familiar with the basics of setting up the Kayako Helpdesk.

Information

Step 1:  Meet your helpdesk.

Make sure you know what you are working with.

• Meet the user types
• The areas of your helpdesk
  • Admin control panel
  • Staff control panel
  • The support center
• The apps
  • Kayako Desktop
  • Kayako mobile apps
  • Chat Gateway
• Getting help and support

Step 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. 

• Set up an SLA
  • Manage schedules 
  • Create escalation rules
• Use macros to reply to tickets
• Set up automated rules
  • Autoresponders (email)
  • Canned responses (email)
  • Visitor rules (live chat)
  • Auto-close tickets
  • Bonus: mail parser rules