Kayako Control Panel

1. Staff user's guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21.1 Home (staff) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

1.1.1 Comment moderation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21.1.2 Staff dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.1.3 Staff notifications and alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.1.4 Staff user preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2 Handling tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151.2.1 Ticket listing (ticket view) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161.2.2 Viewing and handling a ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181.2.3 Logging a new ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251.2.4 Ticket macros (canned responses) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271.2.5 Ticket searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311.2.6 Ticket filters (saved searches) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331.2.7 Ticket views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

1.3 Live support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391.3.1 Call logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401.3.2 Canned . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411.3.3 Chat history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441.3.4 Messages and surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491.3.5 Search messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

1.4 Knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541.4.1 Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551.4.2 Manage knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581.4.3 New article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591.4.4 View knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

1.5 Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611.5.1 Manage Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 621.5.2 New Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 641.5.3 Troubleshooter Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 671.5.4 View Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

1.6 News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 711.6.1 Insert news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721.6.2 Manage news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751.6.3 News categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761.6.4 Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781.6.5 View news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

1.7 Users and Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 801.7.1 Insert organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 811.7.2 Insert user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831.7.3 Manage organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861.7.4 Manage users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 871.7.5 Search users & organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

1.8 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891.8.1 Report Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911.8.2 Kayako Query Language (KQL) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 961.8.3 KQL Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Staff user's guide

Home (staff)Comment moderationTable of contents

1 Overview2 View client comments3 Approve client comments4 Mark comment as spam5 Delete a comment

Overview

This section holds all the comments that the users have made on the Knowledgebase articles, News articles and Troubleshooter, at the clientsupport interface.

The client comments will not be visible in the comments section under the article the comments are made, at the client support interface, until astaff user who has the to moderate the comments, approves them from the staff control panel.access

In the following example, a client is commenting at one of the published News article, from the client support interface

This comment will be saved under the comments section in the staff control panel, as shown

The staff user who has the access to view and approve the comments, can review the comment and approve it, if desired. Once the comment isapproved, it can be seen under that particular news article, as shown

View client comments

To access the comments section, click at navigation menu bar and then click , as shownHome Comments

By default, you will be presented with a page that lists all the comments that are pending approval, a shown

Approve client comments

In order to approve a comment, select the comment by checking the box corresponding to that comment and then click Approve, a shown

In order to view complete history of the approved comments by you or other staff users, click on Approved in the left hand side box, andStatusyou will be presented with the page which displays all the approved comments.

Mark comment as spam

You can train your support desk to automatically categorize the comments for you, as spam. You need to initially mark the comments as spam byclicking on Spam, as shown, before the Bayesian filter gets trained and automatically categorizes a comment as spam.

For more information on Bayesian filter click here.

In the above snapshot the comment "This is a test" from the author "test" is marked as spam, and will be immediately moved to the folder.Spam

Delete a comment

In order to delete a comment or multiple comments simultaneously, mark the boxes corresponding to the comments to be deleted, and click , as shownDelete

The comment or comments will then be deleted from the staff control panel.

Staff dashboardTable of contents

1 Various parts of the dashboard1.1 Navigation menu bar and sub-menu bar1.2 Department and ticket tree1.3 Staff status box1.4 Quick reference menu

The dashboard is your staff user's helpdesk homepage, providing them with an overview of what is currently happening and what new things havecome into the desk.

Various parts of the dashboard

An introduction to various sections displayed at the staff control panel dashboard is given below

Navigation menu bar and sub-menu bar

The navigation menu bar is the top most section of the dashboard which allows you to make system wide configuration settings and under the

1. 2. 3. 4.

main menu bar is sub-menu bar which allows you to insert and mange knowledgebase articles, news articles etc.

Department and ticket tree

This column shows the departments/sub-departments assigned to the staff that is currently logged in along with the tickets and their statuses.

Staff status box

Displays the staff users who are logged into the staff control panel, administrator control panel or Kayako Desktop chat application.

Quick reference menu

This section contains the following reference menu tabs:

Welcome: Recently published news articles with type global or private.New Chats: Recently started and completed live chats. New Messages/Surveys: Recently received customer satisfaction surveys.Overdue Tickets: Listing of overdue tickets.

Staff notifications and alertsTable of contents

1 View and manage notifications2 Inserting a notification rule

2.1 Inserting a notification as user type2.2 Inserting a notification as ticket type

A ticket notification is processed (based on a set of criteria or rules) whenever a certain ticket-related action occurs, notifying by e-mail or SMS toall staff users or one staff user of the event.

For example, a ticket notification can be created to e-mail all the staff users when a new ticket is created of priority " ".Urgent

Ticket notifications can be public or private. A public ticket alert is executed for all staff members, whereas a private ticket alert is executed onlyfor yourself.

View and manage notifications

To view and manage ticket notifications, click at navigation menu bar and then click , as shownHome Notifications

You will be presented with a list of all the current notification rules present within the support desk system, along with their type (Ticket/User) andcreator.

Inserting a notification rule

In order to insert a new notification rule in the support desk, click , and you will be prompted to select the notification rule type. Select any oneNewof the two types, and click .Next

Ticket Select this option if you wish to get a notification for an event occurred on a ticket, for example, change of ticket priority, departmentetc.

User Select this option if you wish to get a notification when a new user registers at your support desk from client support interface.

Example of user type notification:

If you have inserted a notification for , then, whenever a new client registers via client support interface, the staff users willNew User Registrationget an alert at the email addresses the notification is configured for, as shown

1. 2. 3.

Example of ticket type notification:

If you have inserted a notification for the change of department to services, then, whenever the department of a ticket changes to services, thestaff users will get an alert at the email address the notification is configured for, as shown

Inserting a notification as user type

Selecting the notification type as user will redirect to the page where you need provide the information regarding the new notification you areinserting. There are three different configurable settings tabs that provided on this page, which are

GeneralEmailNotify App

All the editable fields specific to these three tabs are explained in the following section

General

RuleTitle

This is the name with which this rule will be inserted. The name should always be relevant to the nature of the rule youare inserting, although it entirely depends on your preference.

IsEnabled

You can create this notification and keep it disabled until required. You may create as many notification rules and keep themdisabled for future usage.

InsertCriteria

Select from the following criteria:

Event: User Group:

Email

Subject Prefix Specify the prefix for the notification made. Prefix helps to identify that the email being received is a notification.Dispatch Email(Staff)

Select the staff users to whom you wish to dispatch the email notifications.

1. 2. 3.

Dispatch Email(Custom)

Specify a custom email address here to whom you wish to send the notification to. This is helpful if you wish to sendnotification to a non staff members.

Notify App

Staff Select the staff users who will get the notifications on their Kayako Alert desktop application.

Click to save and insert this notification in the support desk system.Insert

Inserting a notification as ticket type

Selecting the notification type as ticket will redirect to the page where you need provide the information regarding the new notification you areinserting. There are three different configurable settings tabs that provided on this page, which are

GeneralEmailNotify App

All the editable fields specific to these three tabs are explained in the following section.

General

RuleTitle

This is the name with which this rule will be inserted. The name should always be relevant to the nature of the rule you are inserting,although it entirely depends on your preference.

IsEnabled

You can create this notification and keep it disabled until required. You may create as many notification rules and keep themdisabled for future usage.

InsertCriteria

Select a criteria from the drop down menu for which you wish to get the notifications. You can select multiple criteria by clicking onthe Insert Criteria tab. Select if you wish any one of the criteria should be met, or select if you wish that all theOR ANDinserted criteria should be met.

Email

Subject Prefix Specify the prefix for the notification made. Prefix helps to identify that the email being received is a notification. Active TicketOwner

Select from the following options:

Staff: If selected, notification would be send to ticket owner. Staff Team: If selected, notification would be send to the team in which the ticket owner is. Department: If selected, notification would be sent to all the staff users of the department of current ticketowner.

Dispatch Email(Staff)

Select the staff users to whom you wish to dispatch the email notifications.

Dispatch Email(Custom)

Specify a custom email address here to whom you wish to send the notification to. This is helpful if you wish to sendnotification to a non staff members.

Notify App

Active TicketOwner


Staff: If selected, notification would be send to ticket owner's Kayako Alert desktop application. Staff Team: If selected, notification would be send to Kayako Alert desktop application of the team in which theticket owner is. Department: If selected, notification would be sent to Kayako Alert desktop application of all the staff users underthe department of current ticket owner.

Staff Select the staff users who will get the notifications on their Kayako Alert desktop application.

Click to save and insert this notification in the support desk system.Insert

Staff user preferencesTable of contents

1 Overview2 View and manage staff preferences

2.1 Profile2.2 Change Password2.3 Assigned Departments

Overview

This section allows the staff user to edit his/her profile data. The staff user can edit his/her personal details viz. name, username, profile image,password etc.

The administrator has the privileges to change the profile for any staff user, anytime he wishes to, from the admin control panel.The following settings will then be overwritten for this particular staff user or any staff user which is being edited. Also, the staffuser can individually change his/her profile settings, and that will be updated at the admin control panel.

View and manage staff preferences

To access the staff preferences option, click at navigation menu bar and then click , as shownHome Preferences

There are three different configurable settings tabs that are provided under preferences section:

Profile Change PasswordAssigned Departments

All the settings under the above mentioned tabs are explained in this section

Profile

First Name Edit/change first name of your profile

Last Name Edit/change last name of your profile

Email Edit/change the email address of your profile

Profile Image Change/insert your profile image. This image will appear in all ticket posts replied by you and in the live chat window.

Mobile Phone Number

Change/insert your mobile phone number. You need this mobile phone number inserted here if you wish to receive theSMS alerts

Signature Edit/change the outgoing emails signature of your profile. This signature will be appended to all outgoing emailmessages sent by this staff user.

Time Zone Change/select an appropriate time zone for your profile

Enable Daylight Savings

Select whether or not you wish to enable Daylight Savings Time for your profile

Auto Greeting Change/insert the greeting message that will be dispatched automatically whenever you accept a chat via KayakoDesktop from a client.

Change Password

ExistingPassword

Insert your current staff user login password

New Password Insert the new password you wish to keep. The password should be inserted according to the configuredpassword policyin the admin control panel

New Password(repeat)

Insert the new password again that you have inserted in the columnNew Password

Assigned Departments

This section provides you an overview of the departments (tickets & live chat modules) assigned to you. The live chat and tickets departments arerepresented with their respective icons

Handling ticketsTable of contents

1 Overview

OverviewThe ticketing features of support desk make up one of the major components of the system ticketed help support. The client user can submit a support ticket via the client support interface as shown.

The user can also submit a ticket through an e-mail (if the are setup in the admin control panel), by sending an email at theemail queuesdesignated email queue, for example " "[email protected]

When a new e-mail is sent with a new subject, a new ticket is created. All e-mail replies to this e-mail subject (which contains, by this time, a ticketID) will be appended to the same ticket.The client can log in to the client support interface and review all correspondence to and from their e-mail address, and staff users can log in tothe staff control panel to review tickets (such as move their department, respond to tickets, change a ticket's status and much more).A ticket that is created in the support desk system has the following properties:

Ticket ID This is the identification number that will be attached to the ticket, after being submitted either from the client support centeror via email queue.

Ticket subject This is the subject of the ticket submitted.Ticketdepartment

This is the department in which the ticket is submitted. The ticket can be located by the staff users under this department.

An SLA plan An SLA plan is being associated with all the tickets that comes into the support desk system.

Ticket type A ticket type is associated with a ticket. The default ticket types are issue, bug, task, feedback and lead.

Ticket status A ticket status is associated with a ticket. The default ticket statuses are open, in progress and closed.

Ticket priority A ticket priority is associated with a ticket. The default ticket priorities are normal, medium, high, urgent, emergency andcritical.

Flag A ticket flag can be used to identify a particular kind of ticket.

Ticket listing (ticket view)The manage tickets section of the staff control panel shows all tickets currently logged in the support desk along with department and ticket treeunder which these tickets are logged. A pictorial representation of various components under the section is shown belowManage Tickets

The various icons that are seen besides the Ticket ID and Subject of a ticket are used to identify various ticket properties. The various icon aredescribed in the following section.

Icons Description

This ticket is created via an email queue inserted in the support desk.

The ticket has note(s) with note type as .User

The ticket is assigned to you.

This is an escalated ticket

The ticket has note(s) with note type as or .Ticket User Organization

This ticket is created with type as Ticket.

There has been an activity on this ticket recently.

The ticket is being viewed or replied to by another staff user.

The ticket has a scheduled follow-up attached to it. More information on follow-up tab can be found .here

Time tracking and billing is enabled for this ticket.

Performing mass action on tickets

Selecting multiple tickets (by checking the corresponding check boxes) from within the ticket management section will open the mass-actionmenu, as shown below. You can change the properties for multiple tickets in one go.

Viewing and handling a ticketTable of contents

1 Tabs1.1 General1.2 Reply1.3 Forward1.4 Follow-Up1.5 Billing1.6 Release1.7 Chats1.8 Calls1.9 History1.10 Audit Log1.11 Edit

2 Buttons2.1 Add note2.2 Take/Surrender2.3 Dispatch2.4 Watch2.5 Flag2.6 Spam2.7 Trash

From within a ticket list, click on a ticket's ID/subject to access the ticket view. You will then be presented with the ticket view interface similar tothe following.

The various tabs on the ticket management menu are explained in the following section.

Tabs

General

The general tab shows the ticket contents and other properties associated with it, viz. ticket department, ticket owner, ticket note, SLA associatedwith the ticket and much more. The various properties of a ticket under general tab are shown .here

Reply

Clicking on the reply tab will present you with the ticket reply interface. The ticket properties and information can be altered while replying to aticket.

Forward

Follow-Up

The follow-up tab is used to add a scheduled task for a ticket. For example, if you wish to change the ticket status from Close to Open at someparticular date and time, then you can schedule a follow-up task for that ticket. The follow-up tab has the following components.

Time You can setup the follow-up time in minutes, hours, days, weeks, months or you can customize it to a particular date and time.

General Select the general option if you wish to set the follow-up to change the ticket department, owner, type, status and priority.

AddNote

Select the add note option if you wish to set the follow-up to add a note on the ticket at a particular date and time.

PostReply

Select the post reply option if you wish to schedule the ticket reply. The post reply option allows you to add the ticket reply contentand support desk schedules it at a latter time as set by you.

Forward Select the forward option if you wish to schedule the forwarding of this ticket at a latter time.

You can check the follow-up status, by clinking the follow-up tab. The status will be shown along with the time left for the task to execute, asshown below.

Billing

The billing module allows you to bill your customers in accordance with the time spend, working on the ticket. The time spent working on a ticketand what of that is billable can be logged to a ticket, including a work summary.

Time tracking and billing information for a ticket (if the data exists) will appear on the ticket information bar when viewing a ticket, as shown below.

When billing or time tracking information has been added to a ticket, a ticket billing indication icon Unable to render embedded object: File will be given within a ticket listing, as shown.(icon_tickettimetrack.gif) not found.

To add time tracking information to a ticket, click on the Billing tab. This will open the billing/time tracking interface, as shown below.

Time Spent Specify the following time for the following criteria:

Worked: Total time spent (in minutes) working on this entry.Billable: Time (in minutes) that is billable out of the total worked time.

Bill Date The date and time of billing.

Work Date The date and time of working.

Worker Which staff user performed the recorded work.

Notes Specify the details of the log.

Release

The release tab allows you to perform multiple tasks on a ticket viz. changing ticket department, ticket owner, billing time, adding a note,ticket resolution and due time in a single go. Select the required options and click to make all the required changes to the ticket.Update

Chats

The chats tab logs all the chats which originated from the same client user who has submitted this ticket. The identification is made on the basis ofthe email address used while submitting the ticket and initiating the chats. Click on the chats tab to see all the chat history of the client user, asshown.

Click on the chat ID or user's fullname to see the complete chat details of that chat. For more information on chat logs, click .here

Calls

History

The history tab logs all the tickets which originated from the same client user. The identification is made on the basis of the email address usedwhile submitting the tickets. Click on the history tab to see all the ticket history of the client user, as shown.

Click on the ticket ID or ticket's subject to see the ticket properties and contents.

Audit Log

The audit log of a ticket details every action performed by the user, system or a staff user on a ticket. The audit log provides a powerful way ofoverseeing the path a ticket has taken through the support system. These logs entries cannot be modified using the support desk interface.

An example of a ticket's audit log is shown below.

A logged action performed by the system will have an of . Some system actions include automatically setting a due timeEntry Type Systemaccording to an SLA plan, or automatically closing a ticket if auto-close has been enabled from within the administrator control panel.

The following actions will be logged by the audit log:

== ACTION TABLE ==

Edit

Click on the Edit tab to open a list of editable ticket fields, as shown below.

ParentTicketID

To merge the current ticket to another ticket, enter the ID of the second ticket here. The ticket replies will all be mergedchronologically, and the current ticket will be deleted. The ticket creator's address of the current ticket will be added as a CC user tothe new, merged ticket.

Subject Specify a new subject for the ticket, if you wish to change the current subject.FullName

This is the full name of the ticket creator.

Email This is email address of the ticket creator.

OverrideSLA

Specify a custom SLA for this ticket with will override the default SLA attached to it.

ThirdParty

A third party recipient added to a ticket is carbon copied all replies sent by a staff user. A third party is able to send e-mail repliesand have them appended to the ticket that was not originally created by them.

CC A CC user who has been added to a ticket is carbon copied all replies sent by a staff user.

BCC A BCC user who has been added to a ticket is all replies sent by a staff user. blind-carbon copied

Adding an e-mail address as a recipient does not give a user of this e-mail address access to the client support interface.

Whether or not a user gets to see third party recipient replies in the client support interface is configured in the .administrator control panel

Buttons

Add note

Notes can be attached to tickets, client user accounts or user organizations. These notes can be viewed only by staff users (or specific staff users- this is defined at note creation). Notes can be used to share information between staff users, or simply as a record whilst working on a ticket ordealing with a client.

A note that is attached to a ticket will be visible on the ticket information bar when viewing the corresponding ticket. A note that is attached to auser account will be visible in the same place for every ticket the user creates, as shown below.

To add a note, click on the tab. This will open the add note interface, as shown below.Add Notes

Notes Type the contents of the note here. You can use different colors for different type of notes.

NoteType

Select from the following note types:

Ticket: This note will be attached to the particular ticket.User: This note will be attached to the user account, and every ticket will have this user note which originates from thisparticular user.User Organization: This note will be attached to all the tickets that are created by the client users under this particularuser organization.

Visibility Select to whom the note will be visible to. A note can be visible to all staff members or a specific staff member.

Take/Surrender

Take If a staff user wishes to assign a ticket to him/herself, then he/she can just click tab and the ticket will be assigned to thatTakestaff user.

Surrender Once a ticket is taken or assigned to by a staff user, it can be surrendered by clicking the tab. A surrendered ticket willSurrendernot be assigned to any staff user.

Dispatch

The dispatch tab allows a staff user to assign a particular ticket to a particular staff user. Clicking on the dispatch tab, a list of all the staff users willbe displayed, and the ticket can be assigned to one of the staff users.

After selecting a staff user, click to assign to this ticket to the selected staff user.Assign

Watch

The watch tab is used to track the activities on a ticket. On selecting this option, staff member will receive alert on his/her email address for everyreply/update on the ticket by the client and staff users.

Flag

A ticket can be flagged with a flag of a certain color. This functionality is useful for dynamically and quickly organizing tickets from within a ticketlisting or ticket view.

Click on tab to select a flag from the drop down menu and attach it with the ticket.Flag

Spam

Clicking on the spam tab, the ticket will be marked as spam, and according to the Bayesian feature, software will mark the content/email addressas spam and will restrict such emails.

Trash

Click on the Trash tab to move the ticket into the trash folder. From within the trash folder the ticket can be deleted permanently.

Logging a new ticketTable of contents

1 Overview2 Creating a new ticket in staff control panel

2.1 Creating a new ticket with type as Send Mail

Overview

The staff users can create tickets from within the staff support center. This feature is particularly beneficial if the staff needs to create a ticket onclients behalf, if for some reasons the client got disconnected from the live chat and his queries went unanswered or you wish to send a massmail to some of your clients regarding a server outage etc.

Creating a new ticket in staff control panel

In order to access the new ticket option, click tab on the tickets navigation menu bar, as shownNew Ticket

On clicking the button, you will be prompted to select the department in which you wish to create the ticket, as well as you need toNew Ticketselect the type of ticket you are creating, as shown

Type Select from the following two types:

Send Mail: In this type a general email is being sent to the recipient. As User/Phone:

Department Select from the drop down menu the department you wish to create this ticket in. The department permissions for staff users areset .here

Creating a new ticket with type as Send Mail

Select the ticket type as and a department you wish to create the ticket in, and click . You will be directed to the page where youSend Mail Nextneed to provide the information regarding this new email.

There are two different sections that are provided on this page, which are:

New Ticket: Department_name

Addnote

Click tab to add a ticket note. The ticket notes are visible to the staff users only and are hidden from the client users. NotesAdd Notecan be used to share information between staff users, or simply as a record whilst working on a ticket or dealing with a client.

Attach Click the tab to attach a file or multiple files with this ticket.Attach

Options Click Options tab to set the following parameters:

BCC: If you wish to dispatch this ticket to additional email addresses concealing them from the recipients in the and To CCfield, then, specify the email addresses in this filed. BccDue: As part of the new ticket, a due date and time can be set for the ticket. Clicking on the calendar icon will bring up acalendar. Clicking on a day will set the ticket due date and besides that the due time can be set.Resolution Due: As part of the new ticket, a resolution due date and time can be set for the ticket. Clicking on the calendaricon will bring up a calendar. Clicking on a day will set the ticket resolution due date and besides that the resolution due timecan be set.

From This is the email address from which the email is being sent, that is, this email address will be in the "From" filed of the sent ticket. Ifthere are multiple e-mail queues configured for your support desk, a different address can be set here.From

Subject Specify a subject for this ticket.To Specify the email address of the recipient.

CC This is the carbon copy field. Specify additional email addresses of the recipients, if required.

Quickinsert

Select and insert from the following categories:

Macros: Introduces a menu of predefined reply categories, allowing you to navigate through the replies and paste apredefined reply into the reply area.Knowledgebase: Working similarly to the predefined replies menu, opening this menu will introduce a list ofknowledgebase categories and articles for pasting into the reply area.

Recurrence

The recurrence feature allows you to set a recurrence date and time for this ticket and this ticket will be re-created with the same ticket properties

at that set date and time.

Once you have specified all the fields, click to send the ticket from the support desk.Send

Ticket macros (canned responses)Table of contents

1 Overview1.1 Usage of macro while replying to a ticket

2 View and manage ticket macros3 Inserting a new ticket macro

3.1 Insert Category3.2 Insert Macro

Overview

A ticket macro is more commonly known as a standard reply a ticket reply that has already been typed up along with a predefined ticketproperties associated with it and saved for re-use.

When selecting a macro, the ticket property changes are not executed immediately. The macro fills in the reply options as defined while creatingthe macro, that is you can make the changes to the ticket properties beyond the defaults set by the macro you selected.

Usage of macro while replying to a ticket

1. Select a category from the menu, as shownQuick Insert

2. You will be presented with a list of macros inserted under the category you have selected, as shown

3. Click on the macro to insert the contents defined in the macro along with the change of ticket properties associated with it, as shown

Executing the above macro has inserted the reply contents to the ticket, along with a change of department, ticket type, ticket status and priority.You may make any change to these settings, before sending the reply.

View and manage ticket macros

In order to view and manage the ticket macros, click tab on the tickets navigation menu bar, as shownMacros

In the macros section, click on tab, and you will be presented with a list of all the current macros inserted in the support desk system,Repliesalong with the categories under which they are inserted.

Inserting a new ticket macro

Click on tab in the macros section and you will be presented with the option to insert new macro categories and ticket macros, asCategoriesshown

Insert Category

In order to insert a new macro category/sub-category, click on and you will be directed to the page where you will need toInsert Categoryprovide the information relevant to the new category/sub-category you are inserting, a shown

1. 2.

CategoryTitle

This is the name with which this category/sub-category will be inserted. The name should always be relevant to the nature of thecategory/sub-category you are inserting, although it entirely depends on your preference.

ParentCategory

Select if you wish to insert this category as a parent category or as a sub-category of an already inserted category.

CategoryType

Select from the following two category types:

Public: If inserted as public, this category will be visible to all the staff users.Private: If inserted as private, this category will be visible only to the staff user who has created it.

Visibleto

You can restrict the visibility of this category to a specified team by selecting one from the available in the drop down menu.

Click once you have specified all the required fields to save the newly created macro category in the support system.Save

Insert Macro

In order to insert a new macro, click on and you will be directed to the page where you will need to provide the information relevantInsert Macroto the new macro you are inserting. There are two different configurable settings tabs that are provided on this page, which are:

GeneralProperties

All the editable fields specific to these two tabs are explained in the following section

General

MacroTitle

This is the name with which this macro will be inserted. The name should always be relevant to the nature of the macro youare inserting, although it entirely depends on your preference.

ParentCategory

Select if you wish to insert this macro under parent category, that is, root category or under an already existing category.

ReplyContents

Insert the contents that you wish to be associated with this macro.

Properties

TicketProperties

Specify the ticket properties that you wish to be associated to the ticket when this macro is applied to it. For example, change ofdepartment, owner, ticket type and so on.

Click once you have specified all the required fields, to save the newly created macro in the support system.Save

Ticket searchingTable of contents

1 Overview2 View and search tickets3 Advanced search option

Overview

The search tool is provided in the staff control panel to locate a particular ticket or a batch of tickets. The advanced search feature allows you tofilter the list of tickets according to certain ticket properties, that match the criteria you have inserted.

View and search tickets

In order to view and manage the ticket search option, click on the tickets navigation menu bar, and you will be presented with a dropSearchdown menu where you need to specify a quick search criteria or you can opt for advanced search option, as shown

New Tickets It lists all tickets that have been created or replied to since your last visit.

AdvancedSearch

It performs an advanced ticket search. For more information, click . here

Quick Search It quick-search all common ticket fields. Type in the required search terms followed by pressing the return key to perform asearch.

Ticket IDLookup

When the ID of a ticket is known, it is possible to directly open up the ticket. Type in the ticket ID followed by pressing thereturn key to perform the lookup.

Creator/Replier It lists all tickets created by or replied to the address of name(s) entered here. Type in your search terms followed bypressing the return key to perform the search.

If tickets that match your search criteria are found, a new listing of these tickets will be presented, otherwise you will get a zero tickets foundmessage, as shown

Advanced search option

Advanced search is used to generate more finite search results, enabling you to further narrow down your search results to speed up finding aticket.

In order to access the advanced search section, click on the search menu and you will be directed to the page where you canAdvanced Searchset the criteria for more granular ticket searching, as shown

SearchCriteriaOptions

Select if you wish that all the inserted criteria (if you have inserted multiple criteria in the option) should be met,Insert Criteriathat is , or any one of the inserted criteria should be met, that is , for this search lookup.Match All Match Any

InsertCriteria

Insert the criteria by selecting the options from the drop down menu according to your preferences. More than one search criteria can be added to the advanced search by clicking on the button.Insert Criteria

Click button to start the search corresponding to the criteria inserted and if tickets that match your search criteria are found, a new listingLookupof these tickets will be presented.

Ticket filters (saved searches)Table of contents

1 Overview2 View and manage ticket filters3 Inserting a ticket filter

Overview

Ticket filters allow you to quickly access and sort through your tickets across all departments by setting a variety of filter criteria. Filters can becreated publicly or privately. A private ticket filter is only accessible by the staff user who created it, meaning that staff members can create andmanage their own ticket filters. A public ticket filter is accessible to all staff users.

When created, a ticket filter will appear in the Filters drop down menu provided on the tickets navigation menu bar. When a filter is executed (), a ticket listing of all tickets that match the filter's criteria will be displayed.clicked on

An example ticket filter is shown below. It has been created to display all tickets that have been set to the status that have a In Progress Critical priority

View and manage ticket filters

In order to view and manage the ticket filters, click under on the tickets navigation menu bar, as shownManage Filters tab

You will be presented with a list of all the current ticket filter rules present within the support desk system, as shown

Inserting a ticket filter

In order to insert a new ticket filter in the support desk, click , and you will be directed to the page where you need to provide the informationNewregarding the new filter you are inserting, as shown

Filter Title This is the name with which this filter rule will be inserted. The name should always be relevant to the nature of the rule youare inserting, although it entirely depends on your preference.

Filter Type Select from the following two options:

Public: If selected, the filter will be accessible to both the creator and all other staff users as well.Private: If selected, the filter will be accessible only to the creator and will be hidden from other staff users.

Visible to You can restrict the visibility of this filter to a specified team by selecting the team from the drop down menu.


Select from the following two options:

Match All (AND): Only tickets that match all of the criteria you have set will be listed when this filter is executed.Match Any (OR): Only tickets that match any of the criteria you have set will be listed when this filter is executed - ifyou have set three criteria and a ticket matches one of them, the ticket will still be listed.

InsertCriteria

Insert the required criteria for which you wish to list the tickets when this rule is executed. You can insert multiple criteria.

Click once you have specified all the required options, to save the newly create ticket filter in the support desk system.Insert

Ticket viewsTable of contents

1 Overview2 View and manage ticket views3 Inserting a new ticket view

3.1 General3.2 Options3.3 Columns

Overview

From within a ticket list, the of the list displayed, can be customized. Listing templates can be created to display a list of tickets in aviewparticular way. That is, the information for the tickets shown in a list can be customized.

When viewing a ticket list, the ticket listing view can be changed by clicking the menu, and selecting a particular view that is inserted in theView

1. 2. 3.

support desk, as shown

View and manage ticket views

In order to view and manage the ticket views, click tab on the tickets navigation menu bar, as shownViews

You will be presented with a list of all the current ticket views present within the support desk system, as shown

Inserting a new ticket view

In order to insert a new ticket view in the support desk, click , and you will be directed to the page where you need to provide the informationNewregarding the new ticket view you are inserting. There are three different configurable settings tabs that are provided on this page:

GeneralOptionsColumns

All the editable fields specific to these three tabs are explained in the following section.

General

Title This is the name with which this ticket view will be inserted. The name should always be relevant to the nature of the view youare inserting, although it entirely depends on your preference.

DisplayTickets

Assigned To


Unassigned: If selected, all the tickets which are currently not assigned to any staff user will be displayed when thisview is selected. Assigned To Me: If selected, all the tickets which are currently assigned to the creator of this view will be displayedwhen this view is selected.All Tickets: If selected, all the tickets which are currently assigned or unassigned to any staff user will be displayedwhen this view is selected.

View Scope Select from the following options:

Global Views: If selected, this view will be visible for selection to all the staff users inserted in the support desk,including yourself.Private Views: If selected, this view will be visible for selection only to the creator of this view.Team Views: If selected, this view will be visible for selection to you and your team members.

Link withDepartment(s)

Using this option, you can link this view with the selected departments. The linked departments will automatically use this viewwhen opened, however, if there are two views linking to the same department then the view to be used will be selected in thechronological order.

Options

Tickets Per Page Specify the number of tickets to be displayed on a single page for this view.

Auto Refresh Grid If enabled, the ticket listing will be auto refreshed after this much interval of time.

Select Owner as Active Staff User

If enabled, the ticket will be assigned to the staff who is replying/forwarding the ticket, if this view is selected.

Default Ticket Statuswhen

Replying/Forwarding

Select the status to which tickets should be set to after you have made a reply or forwarded the ticket.

After reply/forward take me to

Select the section from the drop down menu, to which you should be directed after you have made a reply orforwarded the ticket. You can select from the following sections:

Top Level Ticket List (View All): If selected, you will be directed to the page,Tickets > Manage Ticketsthat is, to the page where all the tickets are displayed, irrespective of the departments they belong to.The Active Ticket List (Department/Search): If selected, you will be directed to the page from whereyou have replied/forwarded the ticket. The Active Ticket: If selected, you will stay on the same ticket, after it has been forwarded/replied to,irrespective of the ticket properties.The Next Available Ticket: If selected, you will be presented with the next ticket in the queue.

Columns

Sort By Select the field by which the tickets will be sorted (such as ticket ID, last response time, subject etc).Sort Order Select whether the tickets will be sorted from top-to-bottom (ascending) or bottom-to-top (descending).SelectFields

Drag and drop the fields in the box (as shown in the snapshot) that will be displayed within the ticket listing view. The fields will bedisplayed as shown:

In the above snapshot, the fields are sorted by .Last Activity

Click , once you have specified all the required options to save the newly created ticket view in the support system.Insert

Live supportTable of contents

1 Overview2 View and manage live chat

OverviewThe Live chat module and area of the staff control panel is available only in Fusion and Engage installations. For more information on Kayako'sdifferent products, click . From the Live chat area, staff members can review message histories, chat histories, call logs, manage cannedheremessages, etc. Rest of the support desk logs can be found . here

View and manage live chatIn order to view and manage live chat options, click tab on the navigation menu bar, as shownLive Chat

Call logsTable of contents

1 Overview2 Access and view call logs

Overview

This section logs all the call conversations that the client has initiated with the staff users from the client support interface, along with the callproperties, such as phone number, call duration, type etc.

Access and view call logs

In order to view and manage the call logs, click on tab on the live chat navigation menu bar, as shownCall Logs

You will be presented with a list of all the outgoing and incoming call logs within the support desk system, as shown

Click on a phone number to view its properties. Clicking a phone number will open up a floating window showing all the ticket properties, asshown.

Click to remove this call log from the system.Delete

CannedTable of contents

1 Overview2 View and manage canned responses

2.1 Categories2.2 Responses

3 Insert a new category4 Insert a new canned response

Overview

A canned message is very much like a predefined reply. The predefined reply is created and managed via the staff control panel, the cannedmessages list is populated in the Kayako Desktop application at login.

During a chat session, a user can send a canned message to a client, as shown in the following screenshot.

A canned message can be a text message, an image, a URL or code.

1. 2.

View and manage canned responses

In order view and manage the canned responses, click tab on the live chat navigation menu bar. This section is divided into the followingCannedtabs.

CategoriesResponses

The tabs provided under the canned responses section is explained as follows.

Categories

Clicking on the categories tab you will be presented with a list of all the current categories/sub-categories inserted in the support desk system, asshown

Responses

Clicking on the responses tab you will be presented with a list of all the current canned responses inserted in the support desk system, along withthe categories under which they are inserted, as shown

Insert a new category

In order to insert a new category/sub-category in the support desk system, click under the categories tab and you will beInsert Categorypresented with a floating window where you need to insert the information relating to the new category/sub-category, as shown

Category Title Specify a category/sub-category title/name.

Parent Category Select a category name under which the new category will be added.

Category Type Select from the following category type:

Public: This category type will be visible to all the staff users.Private: This category type will be visible only to the staff user who created the category.

Click to save the changes and insert the new category/sub-category in the support desk system.Save

Insert a new canned response

In order to insert a new canned response in the support desk system, click under the categories tab and you will be directed toInsert Responsethe page where you need to provide the information regarding the new canned response you are inserting.

ResponseTitle

Specify a title/name for the caned response.

ParentCategory

Select the category under which this canned response will be added.

Push URL Check the box and insert the URL to be dispatched when this canned response is chosen.

PushImage

Check the box and insert an image URL or upload an image(in gif/png/jpeg format) from the local hard disk drive tp be dispatchedwhen this response is chosen.

SendMessage

Check the box and select the type of message (either text or code) to be dispatched to the user when this response is chosen.The message or code to be dispatched is inserted in the contents box.

Click to save the changes and insert this canned response in the support desk system.Save

Chat historyTable of contents

1 Overview2 View and manage chat history3 Viewing a chat log

3.1 Chat: chat ID3.2 GeoIP3.3 History3.4 Tickets3.5 Calls

Overview

This section logs all the live chat conversations that the client has initiated with the staff users from the client support interface, along with therating client has given to that chat conversation.

View and manage chat history

In order to view and manage the chat logs, click on tab on the live chat navigation menu bar, as shownChat History

You will be presented with a list of all the ongoing and previous chat logs within the support desk system, as shown

1. 2. 3. 4. 5.

The description of the various column fields under which the logs are created is as follows:

Quick Filter This section is provided to quickly sort the tickets on the basis of the department they are logged in, date on which the chatwas logged and type of chat log.

Chat statusicons

The following three icons represents the chat status:

This icon represents an ongoing chat conversation.

This icon represents a chat conversation which was terminated before completion.

This icon represents a completed chat conversation.

Chat ID This is the ID of the chat log with which is logged in the support desk system.

Full Name This is the full name of the client as inserted at the start of the chat conversation, along with the chat subject.Staff Name This is the full name of the staff user which which the chat was initiated.

Department This is the department which was selected by the client at the start of the chat conversation.

Date This is exact date and time at which this offline message or survey was submitted.

Viewing a chat log

In order to view a chat log, click on that particular log and you will be directed to the page where you can make the necessary edits. This sectionis divided into the following tabs:

Chat: chat IDGeoIPHistoryTicketsCalls

All the fields specific to these tabs are explained in the following section.

Chat: chat ID

Subject This is the question client specified while initiating the live chat.Wait Time This is the time elapsed after which the staff user accepted the chat request.

IP Address This is the IP address from which the chat originated.

Chat Type If the user made the chat request, the chat type will be displayed as . If the staff user made the chat requestClient < > Staff(preemptive chat), the chat type will be displayed as .Staff < > Client

Round RobinHits

The number of round robin tries before the chat got connected to the staff user.

Rating The star rating that client gave at the end of the chat conversation.

Is Proactive?

Chat Status The chat status specifies is a particular chat has ended mutually or went unanswered.

Insert Tag If you wish to tag this chat log, then specify the tag(s) here.SurveyComments

These are the comments client has given at the end of the chat conversation.

Conversation This is the transcript of the chat conversation between the client and staff user.

The various options defined under this tab are:

Create Ticket

The create ticket option allows you to automatically send a ticket to the client user with the chat subject and contents. A ticket (with type as email)for the chat log shown in the above snapshot will look like, as shown

Add Note

Click add note tab if you wish to put up a text note on the chat log for reference.

Email

Click email tab to forward the contents of the chat transcript to an email account. On clicking the email tab you need to insert the recipient's emailaddress along with a text note and click save to send the contents. The recipient will receive the chat contents in the following format.

Print

Click print tab to print the contents of the chat transcript. The contents will be printed in the following format.

Delete

Click the delete tab to delete this particular chat log. Once deleted, you will get a success message, as shown.

GeoIP

The GeoIP tab logs the client's location information, as shown.

History

The history tab logs all the previous chats originating from the same email address.

Tickets

The tickets tab logs all the previous tickets originating from the the same email address.

Calls

This section logs all the call information initiated from this client user.

Messages and surveysTable of contents

1 Overview2 View and manage messages/surveys3 Editing a message/survey

3.1 Message/Survey: ID3.2 Reply3.3 GeoIP3.4 Chats

Overview

This section contains the following logs:

Messages: These are the messages left by the client users when live support is unavailable. For example, if no staff user is logged intothe Kayako Desktop application or if all staff users are busy at that moment, the client is prompted to leave a message, when he clicks onthe live chat icon, which then route here. Click for more information on message routing. The offline messages are identified by anhere

envelope icon (for unread message) and (for read message). The messages are logged as shown in the following snapshot

Surveys: These are the ratings given by the clients at the end of a chat, along with their remarks for that particular survey. The client

ratings are prefixed with a star icon , which helps to identify them from the offline messages.

The surveys are logged as shown in the following snapshot

View and manage messages/surveys

In order to view and manage the messages/surveys logs, click on Messages/Surveys tab on the live chat navigation menu bar, as shown

You will be presented with a list of all the currently logged messages and surveys within the support desk system, as shown

The description of the various column fields under which the logs are created is as follows:

1. 2. 3. 4.

Message ID This is the ID of the survey or offline message with which is logged in the support desk system.

Subject This field is only associated with the offline messages. The chat surveys will not have any subject associated with them.Department This is the department which was selected by the client at the start of the chat conversation.

Fullname This is the full name of the client as inserted at the start of the chat conversation.

Created On This is exact date and time at which this offline message or survey was submitted.

Editing a message/survey

In order to edit an offline message, click on that particular message and you will be directed to the page where you can make the necessary edits.This section is divided into four tabs, which are:

MessageReplyGeoIPChats

The information and settings defined under these tabs are explained in the following section.

Message/Survey:ID

GeneralInformation

This section describes the general properties of the offline message, viz. , , subject of the message full name of the client, etc.date of creation message ID

Insert tag Insert a tag for this offline message, if needed.

MessageContents

These are the message contents with which this offline message was created by the client from the client support center.

Reply

From Select the email address from which the reply should be dispatched. This email address will be in the field of theFrom:reply received by the client user.

Subject Specify the subject for this reply.ReplyContents

Specify the contents of the reply to be sent.

GeoIP

As shown in the above snapshot, GeoIP determines the geographical location and other information about the client. Please click forhereGeoIP introduction and configuration instructions.

Chats

The chats tab shows all the previous chat logs for a particular client. In the above screenshot there are a total of two previous chats that havebeen initiated by a client " " from the client support interface, in General department.Mathew

Search messages

Table of contents

1 Overview2 View and search messages/surveys and client chats3 Advanced search option

Overview

The search tool is provided in the staff control panel to locate a particular client chat or messages/surveys . The advanced search feature allowsyou to filter the list of tickets according to certain properties, that match the criteria you have inserted.

View and search messages/surveys and client chats

In order to view and manage the search option, click on the Live Chat navigation menu bar, and you will be presented with a drop downSearchmenu where you need to specify a quick search criteria or you can opt for advanced search option, as shown

Advanced Search It performs an advanced chat and messages/surveys search. For more information, click here.

Quick Search It quick-search all common chat and messages/surveys fields. Type in the required search terms followed by pressingthe return key to perform a search.

Chat ID When the ID of a client chat is known, it is possible to directly open up the ticket. Type in the chat ID followed by pressingthe return key to perform the lookup.

Messages/Surveys Specify a key word to search the related message/survey log.

If tickets that match your search criteria are found, a new listing of these tickets will be presented, otherwise you will get a zero tickets foundmessage, as shown

Advanced search option

Advanced search is used to generate more finite search results, enabling you to further narrow down your search results to speed up finding achat conversation or a message/survey sent by the client user.

In order to access the advanced search section, click Advanced Search on the search menu and you will be directed to the page where you canset the criteria for more granular searching, as shown


Select if you wish that all the inserted criteria (if you have inserted multiple criteria in the option) should be met,Insert Criteriathat is , or any one of the inserted criteria should be met, that is , for this search lookup. Match All Match Any

InsertCriteria

Insert the criteria by selecting the options from the drop down menu according to your preferences. More than one search criteria can be added to the advanced search by clicking on the button. Insert Criteria

Click button to start the search corresponding to the criteria inserted and if the chat conversation(s) that match your search criteria areLookupfound, a new listing of these chats will be presented.

KnowledgebaseTable of contents

1 Overview2 View and manage knowledgebase section

OverviewThe knowledgebase is a database of categorized articles that act as an information repository (much like a frequently asked question database)for your clients. For an insight on advantages and need for knowledge management, click .here

The client's interface to the knowledgebase is shown below.

Knowledgebase articles can be rated and also commented on by client users, per confirmation within the admin control panel and staff controlpanel respectively. From within the staff control panel, knowledge base articles and their categories are managed and article comments can bemoderated here as well.

View and manage knowledgebase sectionIn order to view the knowledgebase section, click on tab on the navigation menu bar, as shownKnowledgebase

CategoriesTable of contents

1 Overview2 View and manage knowledgebase categories3 Inserting a new category/sub-category

3.1 General3.2 Options3.3 Permissions: Users3.4 Permissions: Staff

Overview

This section allows you to insert the knowledgebase categories and sub-categories, under which the articles are created. You can categorize theknowledgebase articles on the basis of departments, nature of queries etc. and create the categories and sub categories accordingly.

View and manage knowledgebase categories

In order view and manage the knowledgebase categories, click tab on the Knowledgebase navigation menu bar, as shownCategories

Clicking on the categories tab, you will be presented with a list of all the current categories and sub-categories inserted in the support desksystem, as shown

1. 2. 3. 4.

Inserting a new category/sub-category

In order to insert a new knowledgebase category/sub-category in the support desk system, click button, and you will be directedInsert Categoryto the page where you will need to provide the information relevant to the new category/sub-category you are inserting. This section is divided intofour different configurable settings tabs, which are

GeneralOptionsPermissions: UsersPermissions: Staff

All the settings relevant to these tabs are explained in the following section.

General

CategoryTitle

This is the name with which this category/sub-category will be inserted. The name should always be relevant to the nature of thecategory/sub-category you are inserting, although it entirely depends on your preference.

ParentCategory

Select if you wish to insert this category as a parent category or as a sub-category of an already inserted category.

Type Select from the following two category types:

Inherit: This type is only available for the sub-categories. The sub-category will inherit the properties of its parent category.Global: The categories classified as Global are visible in both the client support center and the staff control panel.Public: The categories classified as Public are visible only in the client support center.Private: The categories classified as Private are only visible in the staff control panel.

Options

DisplayOrder

Categories/sub-categories are listed within the client support interface according to their display order, as specified here. Thelist is sorted in ascending order.

AllowComments

Select whether you wish to enable commenting for articles under this knowledgebase category/sub-category.

Allow Rating Select whether you wish to enable rating for articles under this knowledgebase category/sub-category.

Permissions: Users

Restrict to CustomerUsers Groups?

Enable this option if you want to restrict the knowledgebase category/sub-category visibility only to selected usergroups.

User Groups This field will only be relevant if the option " " is enabled. You may create differentRestrict to custom User Groups?user groups in the admin control panel from option. Users >> Insert User Group

Permissions: Staff

Restrict toCustom StaffTeams?

Enable this option if you want to restrict this knowledgebase category/sub-category to certain staff teams.

Staff Teams This field will only be relevant if the option " " is enabled. You may create different staff teamsRestrict to Custom Staff Teams?in the admin control panel from option, and restrict this knowledgebase category/sub-category to theseStaff >> Insert Teamstaff teams.

Click , to save and insert this knowledgebase category/sub-category into the support desk system.Save

Manage knowledgebaseTable of contents

1 Overview2 View and manage knowledgebase articles3 Editing a knowledgebase article

Overview

This section shows you all the knowledgebase articles currently published or saved as drafts in the support desk system. You can make changesto the articles such as, change of article title, changing contents of the article, changing article category under which it is created etc.

View and manage knowledgebase articles

In order to view and manage the knowledgebase articles, click on tab on the Knowledgebase navigation menu bar, asManage Knowledgebaseshown

You will be presented with a list of all the current knowledgebase articles ( ) present within the support desk system,published or saved as draftsas shown

1. 2. 3.

Editing a knowledgebase article

In order to edit an article, click on the corresponding article you wish to edit and this will open that article for editing, a shown

Once you have made the required changes, click to save the changes and publish those changes immediately at the client supportUpdateinterface under Knowledgebase section, or click to unpublish the article and save the changes as draft in the support desk system. Mark as Draft

New articleTable of contents

1 Overview2 Inserting a new article

2.1 General2.2 Attachments2.3 Options

Overview

This section allows you to insert the knowledgebase articles under the categories/sub-categories inserted in the support desk system, and publishthem at the client support interface. A editor is provided to create the knowledgebase articles. An option is provided to immediatelyWYSIWYGpublish the created article or save it as a draft to be published later.

Inserting a new article

In order to insert a new knowledgebase article in the support desk system, click button, and you will be directed to the page whereNew Articleyou will need to provide the information relevant to the new article you are inserting. This section is divided into three different configurablesettings tabs, which are

GeneralAttachmentsOptions


General

Title This is the name with which this knowledgebase article will be inserted. The name should always be relevant to the nature of thearticle you are inserting, however it entirely depends on your preference.

Categories Select a category/sub-category under which this article will be inserted.

Articlecontents

The editor is provided to insert the contents of the article.WYSIWYG

Attachments

Click to browse for a file placed on your system's hard disk, you wish to upload along with this knowledgebase article. Click Choose File Add Fileto attach more files to upload in a single go.

Options

IsFeaturedArticle

Select if you wish to mark this article as a . Featured articles are shown in a colored box at the client supportFeatured articleinterface under the Knowledgebase section. Also, the featured articles will be at the top of the articles stack.

AllowComments

Select whether you wish to enable commenting for this article.

Once you have made all the required settings, click , to publish this article along with the attachment ( ) immediately at the clientPublish if anysupport center, or click to save this article for future publishing. Save as Draft

View knowledgebaseTable of contents

1 Overview2 Access view knowledgebase section

Overview

The View Knowledgebase section of the staff control panel displays the knowledgebase section as seen by the clients at the client supportinterface. Only the published articles under the Root Category and Global type categories will be seen under the View Knowledgebase section.

Access view knowledgebase section

In order access the view knowledgebase section, click tab on the Knowledgebase navigation menu bar, as shownView Knowledgebase

You will be presented with all the currently published articles and global categories as seen on the client support interface.

TroubleshooterTable of contents

1 Overview2 View and manage troubleshooter

OverviewTroubleshooter wizards guide your clients through a series of questions and instructions which enable self-diagnosis and resolution of the issuethey are facing. The clients are offered step-by-step problem solving using a story-board of questions and answers, as shown, a series of staticinterviews helping the user resolve their issue.

If a wizard fails to solve a client's problem, they have the option to create a ticket pre-filled with the answers they gave at each step, hence savingclients time.

View and manage troubleshooterIn order to view and manage troubleshooter, click Troubleshooter tab on the navigation menu bar, as shown

Manage Troubleshooter

Table of contents

1 Overview2 View and manage troubleshooter

Overview

This section shows you all the troubleshooter categories and the steps/sub-steps created under those categories in a tree/list form. You can quickinsert the steps and sub-steps for any category from the manage troubleshooter section.

View and manage troubleshooter

In order to view and manage the troubleshooter, click on on the troubleshooter navigation menu bar, as shownManage Troubleshooter

You will be presented with all the current categories inserted in the support desk along with the inserted steps/sub-steps under them. You canchoose either the tree format or list format to view the inserted categories and steps:

Tree form

List form

New StepTable of contents

1 Overview2 Inserting a troubleshooter step

2.1 General2.2 Attachments2.3 Options

Overview

This section allows you to insert the troubleshooting steps under a category. The steps will be presented as shown in the following screenshot,when the client clicks on a troubleshooting category under the Troubleshooter section at the client support interface.

There is no limit to the number of steps and sub-steps that can be created for one troubleshooter.

Inserting a troubleshooter step

In order to insert a new step under a troubleshooter category, click tab on the Troubleshooter navigation menu bar and you will beNew Stepprompted to select the category under which you wish to insert this new step, as shown

1. 2. 3.

Select a troubleshooter category and click . You will be directed to the page where you will need to provide the information relevant to theNextnew step you are inserting. This section is divided into three different configurable settings tabs, which are

GeneralAttachementsOptions


General

Title This is the name with which this troubleshooter step will be inserted.

Parent Steps A step can be added to one or more parent steps. Select a parent step from here.

Insert Contents The editor is provided to insert the contents of the step. WYSIWYG

Attachments

Click to browse for a file placed on your system's hard disk, you wish to upload along with this step. Click to attach moreChoose File Add Filefiles to upload in a single go.

Options

Display Order

This is the default display order for this step at the client support interface. The list is sorted in Ascending Order.

Allow Comments

Select whether you wish to enable commenting for this step.

EnableTicket

Redirection

If enabled, the user will be redirected to the ticket submission page for the specified department or to the department list page (). The department can be selected from the option.if no department is selected Redirection Department

Redirection Department

Select the department to which the user should be redirected to.

Ticket Type Select the ticket type to be selected by default on the ticket submission page. This option needs the setting to beTicket Typeenabled for the .Template Group

Ticket Priority ID

Select the ticket priority to be selected by default on the ticket submission page.

CustomTicket

Subject

If specified, the ticket form will be prefilled with the specified ticket subject.

Once you have made all the required settings, click , to publish this step immediately at the client support center under the chosenPublishcategory, or click to save this step for future publishing.Save as Draft

Troubleshooter CategoriesTable of contents

1 Overview2 View and manage troubleshooter categories3 Inserting a new category

3.1 General3.2 Options3.3 Permissions: Users3.4 Permissions: Staff

Overview

This section allows you to insert the troubleshooter categories, under which the troubleshooting steps for that particular category are inserted. Youcan categorize the troubleshooter categories on the basis of nature of the issues, departments etc. The troubleshooter categories will be shown atthe client support center under the troubleshooter tab, as shown

Clicking on a category will take you through a series of questions and instructions, a shown, assisting you to localize and eradicate the issue.

1. 2. 3. 4.

View and manage troubleshooter categories

In order view and manage the troubleshooter categories, click tab on the Troubleshooter navigation menu bar, as shownCategories

Clicking on the categories tab, you will be presented with a list of all the current troubleshooter categories inserted in the support desk system,along with there visibility type, as shown

Inserting a new category

In order to insert a new troubleshooter category in the support desk system, click , and you will be prompted to provide the informationNewregarding the new category you are creating. This page consists of four different configurable settings tabs, which are

GeneralOptionsPermissions: UsersPermissions: Staff

All the editable fields specific to these four tabs are explained in the following section.

General

Category Specify a category title/name.

Type Select from the following category types:

Global: The categories classified as global are visible in both the client support center and the staff control panel.Public: The categories classified as public are visible only in the client support center.Private: The categories classified as private are only visible in the staff control panel.

Options

DisplayOrder

This is the display order in which this category will be displayed on the client support interface under the troubleshooter section.The list is sorted in ascending Order.

Description Provide a short description of the category you are inserting.

Permissions: Users

Restrict to CustomUser Groups?

Enable this option if you want to restrict this category visibility only to selected user groups.

User Groups This field will only be relevant if the option " " is enabled. You may create different userRestrict to custom User Groups?groups in the admin control panel from option. Users >> Insert User Group

Permissions: Staff

Restrict toCustom StaffTeams?

Enable this option if you want to restrict this category to certain staff teams.

Staff Teams This field will only be relevant if the option " " is enabled. You may create different staffRestrict to Custom Staff Teams?teams in the admin control panel from option, and restrict this category to these staff teams.Staff >> Insert Team

Once you have made all the required settings, click to save the settings you have made and insert this new category in the support deskInsertsystem.

View TroubleshooterTable of contents

1 Overview2 Accessing view troubleshooter section

Overview

The View Troubleshooter section of the staff control panel displays the Troubleshooter section as seen by the clients at the client support

interface.

Accessing view troubleshooter section

In order to access the view troubleshooter section, click tab on the Troubleshooter navigation menu bar, as shownView Troubleshooter

You will be presented with all the currently published news articles as seen on the client support interface.

NewsTable of contents

1 Overview2 View and manage News section

OverviewKayako Fusion, Engage and Resolve comes with the news module that allows you to post news items visible to your client users, via the clientsupport interface or to staff, via the staff dashboard. News articles can be commented on by client users at the client support interface under thenews section.

RSS feeds of articles can be generated so that clients can subscribe to your news and announcements using a feed reader or your news itemscan be cross posted to blogs or bulletin boards, using a post robot, for example the RSS syndicating post bot that is a feature of vBulletin

. News articles can also be set to expire after a certain date.Bulletin Board

It also possible for client users to subscribe to new news articles and receive them by e-mail users who do this are known as subscribers. Clientusers can do this without registering a user account. Subscribers can also be added manually by staff users via the staff control panel. When aclient user subscribe himself to the News, a link is sent to the email address he inserts, for validation, as shown

The news are presented at the client support interface under the news section as shown in the following screenshot

On clicking the link, you will be presented with the complete news article along with an option to comment on the article (if allowed).Read more

View and manage News sectionIn order to view and manage the news section, click on tab on the navigation menu bar, as shownNews

Insert newsTable of contents

1 Overview2 Inserting a news article

2.1 General2.2 Options2.3 Permissions (Users)2.4 Permissions (Staff)

1. 2. 3. 4.

Overview

This section allows you to insert the news articles in the support desk system, and publish them at the client support interface. A WYSIWYG editor is provided to create the news articles. An option is provided to immediately publish the created article or save it as a draft to be publishedlater. You can also send a mass email to all your subscribers once you create the article and publish it.

Inserting a news article

In order to insert new news article in the support desk system, click tab on the News navigation menu bar, as shownInsert News

Clicking on the insert news tab will prompt you to choose from the following types:

Global: The news articles classified as Global are visible in both the client support center and the staff control panel.Public: The news articles classified as Public are visible only in the client support center.Private: The news article classified as Private are only visible in the staff control panel.

Choose the news type and click . You will be directed to the page where you will need to provide the information and content relevant to theNextnew news article you are inserting. This section is divided into four different configurable settings tabs, which are

GeneralOptionsPermissions (Users)Permissions (Staff)


General

Documents

Kayako Control Panel