Overview There's no built-in feature in Kayako that allows you to set a countdown timer for the desired time to be spent on each conversation. But, you can set up an SLA which gives you the option to ...
Overview You can define a user's access to customer conversations that allow them access to either all customer conversations or to customer conversations assigned to them or their team only. For exam...
Overview Kayako comes with default automation in the form of a monitor that sends out customer satisfaction surveys via email 24 hours after a conversation has been completed. You can edit or modify t...
Overview Every time customers respond to satisfaction surveys, the results are recorded automatically in the system and are viewable from the CSAT section of the Insights page. The CSAT section will s...
Overview If you ever need to obtain all the conversations or cases for migration, backup, or development purposes, you will find that there is no direct way to do it from the UI since the extraction o...
Overview In Kayako, your support team's interactions with your customers are organized into conversations. Kayako's conversation format is designed to help you have more informed, more contextual, and...
Overview You would like to know if it is possible to generate a report on individual tracked time entries that Kayako records. Information You can build custom reports to access the data that time tra...
Overview You might notice at times that some replies get created as new conversations or tickets instead of getting appended to an existing conversation. This article explains how Kayako routes your c...
Overview The rate limit is imposed to prevent inadvertent and malicious overuse of the system. When the rate limit is reached, you may not be able to reply using Kayako, or you could receive the error...
Overview You may encounter an issue where when you attempt to reply to a conversation or ticket, you are only allowed to add Notes and you are unable to send any reply. Diagnosis There are two rea...