Overview Deleting or removing a note that was added mistakenly or something that may no longer be relevant in a conversation cannot be done within the Kayako UI. This article details the process for d...
Overview In Kayako, tickets are called conversations. Unlike traditional help desks, Kayako lets your team be proactive and provide ways to communicate with your customers. They can create or start co...
Overview You are experiencing an issue where conversations are being sent to the trash folder without manually trashing them. This occurs seemingly automatically and without user intervention, and you...
Overview When a customer is creating a new conversation he will get an acknowledgment email. If your Kayako instance is configured to use a custom script or a Zapier integration to create conversation...
Overview Users might run into a scenario where a user that was CC'd on the thread, and replied to the conversation is not being added to the CC field when an agent uses the Reply option. As seen in th...
Overview You may need to be able to generate a report of Quantity of Emails by Day, a report for responses per day, or an agent metric reports. Solution Please follow the Generating Custom Reports in ...
Overview There is no direct way to automatically forward a conversation as an email from Kayako to an external address. However, there's a nice workaround that will allow you to auto-forward conversat...
Overview Every time a customer responds to a conversation that has not been completed (e.g., pending, on-hold, etc.), Kayako automatically moves the conversation status to Open. This is the default be...
Overview Conversation statuses typically map to your workflow and how you handle customer requests and conversations. Throughout its life, a conversation will move through various statuses. By default...
Overview Tags in Kayako allow for tailoring the behavior of the product to your needs, offering flexibility in managing and customizing support workflows and automation. They can also be searched and ...