Signing in to the Help Center

Overview

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

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

 

Diagnosis

 

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 over email, Messenger, Twitter, or Facebook, they will 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 will 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 will need to take to do so.

 

Prerequisite

• To sign in to the Help Center, one must have a staff user account or a customer user account.

 

Solution

1. From the home page of the Help Center, click the Sign in link on the top right.

2. It will take you to the sign-in screen. From here, you can sign in using one of the available methods:

   • Email and password:

     • If a user has contacted your support before, they can enter the email address they used, and then click Forgot Password. They can follow the prompts to set a password for their account.

     • If a user has never contacted your support before, they can click on Need an 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 the user to provide an email address for their account.
       NOTE: If they have contacted your support by email before, they can sign in following the steps for 'Email and password' above and add their Twitter account on the user profile.

   • Facebook sign in:

     • Click the Sign in with Facebook button and authorize the Kayako app. Kayako will then prompt the user to provide an email address for their account.
       NOTE: If you have contacted your support by email before, they can sign in following the steps for 'Email and password' above and add their Facebook account on the user profile.

   • Google sign in:

     • Click the Sign in with Google to log in to the Help Center using their Google account.
       
       

Confirmation

Once the user has signed in to the Help Center, they can review any of the support conversations below the search box, edit their account details in the user profile, and reach out to support via the Start a conversation link.