People

Make sure your users – whether customers or staff – are getting the most out of their Kayako accounts.

• Adding and editing user accounts

  Whether you're the director of support, an agent on the support team, or a customer — if you're using Kayako, you'll need a user account. Once a user account has been created, Kayako will be able to k...

• Grouping your staff (agents) into teams

  You can use teams to organize your agents into functional groups, that reflect your company's organization. That makes it really easy to assign incoming conversations to the team that can best resolve...

• Getting help from beyond your support team with collaborators

  The collaborator user role in Kayako enables you to loop in people from beyond your support team to get expert help responding to conversations. Collaborators can view support conversations and add pr...

• Setting your team's business hours

  By adding your working hours to Kayako, you can make sure your SLAs and automations are only active when your team is active. Once you've defined your business hours, you can specify them when buildin...

• Assigning user roles to your team and customers

  In Kayako, each user account is assigned to a particular role, which controls their level of access. Customer user accounts, for example, have only limited access to some Help Center features. Adminis...

• Managing customer organizations

  If you provide support for businesses, you'll often end up talking to more than one person at the same company. To give you a clear view of what a particular company is struggling with, it's important...

• Customizing user roles

  Although Kayako comes with five pre-built user roles, with varying degrees of power and access, that's not always enough. If you're on the Enterprise plan, you'll also have the option to create custom...

• Permanently deleting user accounts

  Sometimes a situation will arise where you'll need to remove a user account. Kayako does have a delete user feature, but it's important to understand the consequences of using it.  When you delete a u...

• Configuring security and registration options for user accounts

  Kayako offers a range of account security options that allow you to control how your users access the system. From restricting users from certain domain and IP addresses to establishing strict passwor...

• Enabling single sign-on (SSO) for user authentication

  You have two options for authenticating your users when they login. You can stick with the standard authentication mode, which checks your users' credentials against a local Kayako database. Alternati...