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

  • Adding and editing user accounts

    Whether youre the director of support, an agent on the support team, or a customer — if youre using Kayako, youll need a user account. Once a user account has been created, Kayako will be able to keep...

  • 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...

  • 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...

  • Grouping staff users into teams

    You can use teams to organize your staff users into functional groups, that reflect your companys organization. That makes it really easy to assign incoming conversations to the team that can best res...

  • 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 youve defined your business hours, you can specify them when building...

  • Managing customer organizations

    If you provide support for businesses, youll 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, its important t...

  • Customizing user roles

    Although Kayako comes with five pre-built user roles, with varying degrees of power and access, thats not always enough. If youre on the Enterprise plan, youll also have the option to create custom us...

  • Permanently deleting user accounts

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

  • 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. Alternativ...