Overview
Email is Kayako Classic's primary support channel. Once an email queue has been added to the instance, your team can start receiving tickets and communicating with customers.
Setting up email queues allows Kayako Classic to check a specific email address for messages, and then pull those messages into your helpdesk. Once you have set up a queue for an email address, any message sent to that address will be converted into a ticket and added to your instance.
Your staff will be able to view and respond to the request just as they would any other ticket. In addition, when a staff member replies to a ticket, the customers will receive the reply in their email inbox and can continue to respond via email.
Understanding how email queues work
In the case of Kayako Classic Download customers, there are no default email queues and one needs to set them up manually.
For any non-Kayako email address you want to use, you'll create additional email queues. For example, you might want to set up several email queues for different addresses at your company domain, say, support@yourcompany.com, sales@yourcompany.com, and info@yourcompany.com.
Each email address gets its own queue in Kayako Classic, which will use one of three methods to connect to your account:
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Pipe – To use this method, you will need to set the email address to forward everything to your Kayako instance. Once you have the forwarder set up on your end, Kayako Classic will be able to capture emails that come into this account.
- Download customers should reference the Configuring and Troubleshooting Email Piping article.
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POP3 – If your email server supports POP3 access, you use this method by filling in your server credentials so Kayako Classic can check your mail server.
Note: Download customers will need to set up their own server job.
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IMAP– If your email server supports IMAP access, you can use this method by filling in your server credentials.
Note: Download customers will need to set up their own server job.
Once you've added a queue for an address, you'll also be able to tell Kayako Classic how to treat tickets that are created from that queue. For example, you could configure your email queue for sales@yourcompany.com to automatically assign its tickets to the Sales department and set their priority to High.
Adding & Configuring Email Queues
For a detailed process, refer to Adding and Configuring Email Queue.
There are some considerations while configuring Incoming and Outbound emails as per the articles below.
Common Issues & Resources
Below are some articles covering known issues with email queues as well as some relevant resources on configuring email queues.