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User Guide

  1. Getting started

    1. Starting out with Kayako
    2. Navigating the agent area
    3. Exploring the Help Center
    4. See all 6 articles »
  2. Conversations

    1. Understanding customer conversations and journeys
    2. Responding to customer conversations
    3. Tracking worked and billed time per conversation
    4. See all 11 articles »
  3. Channels

    1. Configuring your support email addresses
    2. Enabling real-time support with Kayako Messenger
    3. Communicating via Twitter
    4. See all 9 articles »
  4. People

    1. Adding and editing user accounts
    2. Assigning user roles to your team and customers
    3. Getting help from beyond your support team with collaborators
    4. See all 12 articles »
  5. Automation

    1. Understanding automation in Kayako
    2. Modifying default notifications and satisfaction survey emails
    3. Building end-to-end workflows with automations
    4. See all 8 articles »
  6. Help Center

    1. Managing Help Center content
    2. Controlling your customers' support experience with brands
    3. Rearranging the order of your Help Center content
    4. See all 11 articles »
  7. Integrations

    1. Connecting Kayako to other apps with Zapier
    2. Zapier automation templates for Kayako integrations
    3. Connecting Kayako to Salesforce
    4. See all 7 articles »
  8. Insights & Reporting

    1. Interpreting your support metrics with Insights
    2. Performance metrics on your conversations, agents, and teams
    3. Benchmarks and performance for SLA targets
    4. See all 5 articles »
  9. Upgrading from Kayako Classic

    1. Overview of the upgrade process
    2. Upgrading to the new Kayako for Kayako Classic customers
    3. Webinar: Introducing the new Kayako
    4. See all 11 articles »
  10. Release Notes

    1. Updates for the weeks of 2017-10-16 to 2017-11-06
    2. Updates for the weeks of 2017-09-18 to 2017-10-09
    3. Updates for the weeks of 2017-08-21 to 2017-09-11
    4. See all 40 articles »
  11. Service Updates

    1. An update about the service disruptions in May
    2. Service incident - 3rd May 2017 (Resolved)