Adding New User Accounts for Customers

Overview

The first time someone contacts your support team via the Help Center, email, Twitter, Facebook, etc., Kayako will automatically create a customer user account for them. They'll be prompted to set their own password and sign in to the Help Center. But there are some situations where you'll need to add an account for a new or potential customer so that you can open a conversation on their behalf. You can also manually create a user account for them. 

Diagnosis

The automatically created accounts will have pretty limited information — usually, just their name and whatever email or social media account they reached out from. But once their account exists, you can go in and round it out from the agent area. All that said, there are times when you'll need to create a customer account manually, in order to open a new conversation on their behalf. You'll be able to do that quickly, from the agent area.

NOTE: You may create an unlimited number of customer user accounts.

For staff (agents or administrators), you'll need to create accounts for everybody from the Team Directory page in the admin area. To learn more about creating staff user accounts, please visit the Adding and Editing Staff User Accounts article.

Disabling User Accounts

From time to time, you might need to shut down a user account, without removing them or their conversations permanently. For these situations, Kayako's Disable user feature comes in handy.

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Prerequisite

• To disable or create new customer user accounts in Kayako, you will need at least an agent account with the 'Create and update user and organization' permission.

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Solution

To create a new customer user account:

1. Sign in to Kayako and go to the agent area.

2. Hover over the + New button on the top toolbar, and click User.
   

3. Enter the email address of the user in the blank field.

   • NOTE: While typing the email address, the auto-suggest box will populate matching email addresses from the system. This will also tell you if the email address is already in use or has been registered to your system as a user. In that case, you will not be able to register another customer user account with that same email address.
     

4. Click 'Create new user' which will take you to the user page where you can add details to the customer's profile.
   

5. In the Set Organization, select the organization they belong to.
   

   NOTE: If their email address is from their company's domain, Kayako will automatically add them to the appropriate organization. Learn more about adding customers to organizations.

6. Next, you can select the user's local time from the Timezone field, to localize the timestamps they see when working in Kayako.

7. Fill in additional details as needed, and then click the Update properties button to save your changes.

   NOTE: If you are using this procedure to create a collaborator user account, remember to change the role type to the Collaborator in the Role dropdown menu of the properties section after creating the user account.
   

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Confirmation

When creating a new customer user account, your customer will get an email asking them to verify their account and set up a password. Once they have, they can sign in to the Help Center and track their open conversations or edit their user profile.

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