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Helping your customers sign in to the Help Center

Your Help Center is the go-to place for customers to contact your team, review their open support conversations, and search your self-service content.

If your customer has contacted you previously — whether over email, Messenger, Twitter or Facebook — they'll automatically have an account set up that includes all of their past interactions with you. 

To make sure your customers get the most out of your Help Center, you'll want to encourage them to sign in to their account. Let's take a look at the options they have for signing in to their account, and what steps they'll need to take to do so.

Signing in to the Help Center for the first time

By default, customers are able to sign in your Help Center using their email address, Twitter, or Facebook accounts. If you want to disable social sign-on, you can disable it from the 'Security' page in the admin area. 

To help you get your customers started, we've written up some instructions for signing in for the first time, which you can share with them.

To sign in:

  1. From the home page of the Help Center, click the Sign In button on the top right, which will take you to the sign in screen:
    help center login screen
  2. From here, you can sign in using one of the three available methods:
    • Email and password: If you've contacted us before, enter the email address you used, and then click Forgot Password. Follow the prompts to set a password for your account.
      If you've never contacted us before, click the Need and account? Sign up. link at the bottom of the screen.
    • Twitter sign in: Click the Sign in with Twitter button and authorize the Kayako app. Kayako will then prompt you to provide an email address for your account.
      NOTE: If you've contacted us by email before, sign in follow the steps for 'Email and password above, and add your Twitter account on your user profile.
    • Facebook sign in: Click the Sign in with Facebook button and authorize the Kayako app. Kayako will then prompt you to provide an email address for your account.
      NOTE: If you've contacted us by email before, sign in following the steps for 'Email and password' above, and add your Facebook account on your user profile.
  3. Once you're signed in, you can review any your support conversations just below the search box, edit your account details in your user profile, and reach out to support via the Start a conversation link.


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  1. Kelly O'Brien

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