Email is Kayako Classic's primary support channel. From your first day with your Kayako Classic helpdesk, your team can start communicating with customers using the default support address:
email@example.com. Any email sent to this address becomes a ticket in Kayako Classic.
In addition, if you want to offer email support from an existing email address – like
firstname.lastname@example.org, you'll just need to set up an email queue for each address.
The article introduces email queues and how they work.
Setting up email queues allows Kayako Classic to go out, 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 Kayako Classic.
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
Every Kayako Classic account starts out with a default email queue that is set up to handle any emails coming into
email@example.com. From the start, any email sent to this address will be automatically converted into a ticket.
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,
If you are migrating from another solution to Kayako or migrating your email services, you will need to update your new email hostname, user and password in Kayako to keep emails working as expected.
Each email address gets its own queue in Kayako Classic, which will use one of three methods to connect to your account:
Pipe – To use this method, you will need to set the email address to forward everything to
firstname.lastname@example.org.Once you have the forwarder set up on your end, Kayako Classic will be able to capture emails that come into this account.
Note: Refer to the article Setting up Email Forwarding for Pipe Email Queues for more information on how to do so.
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: The server job required for POP3 email fetching will be automatically created for OnDemand customers. Download customers will need to set up their own server job.
IMAP– If your email server supports IMAP access, you can use this method by filling in your server credentials.
Note: The server job required for IMAP email fetching will be automatically created for OnDemand customers. 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
email@example.com to automatically assign its tickets to the Sales department and set their priority to High.