1. Staff user's guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1 Home (staff) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1.1 Comment moderation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1.2 Staff dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1.3 Staff notifications and alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1.4 Staff user preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2 Handling tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.1 Ticket listing (ticket view) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.2 Viewing and handling a ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.3 Logging a new ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.4 Ticket macros (canned responses) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.5 Ticket searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.6 Ticket filters (saved searches) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2.7 Ticket views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3 Live support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3.1 Call logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3.2 Canned . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3.3 Chat history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3.4 Messages and surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3.5 Search messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4 Knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4.1 Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4.2 Manage knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4.3 New article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4.4 View knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5 Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5.1 Manage Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5.2 New Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5.3 Troubleshooter Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5.4 View Troubleshooter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6 News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.1 Insert news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.2 Manage news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.3 News categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.4 Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.5 View news . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7 Users and Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7.1 Insert organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7.2 Insert user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7.3 Manage organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7.4 Manage users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7.5 Search users & organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.8 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.8.1 Report Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.8.2 Kayako Query Language (KQL) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.8.3 KQL Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Staff user's guide

Home (staff)Comment moderationTable of contents 1 Overview 2 View client comments 3 Approve client comments 4 Mark comment as spam 5 Delete a comment

OverviewThis section holds all the comments that the users have made on the Knowledgebase articles, News articles and Troubleshooter, at the client support interface. The client comments will not be visible in the comments section under the article the comments are made, at the client support interface, until a staff user who has the access to moderate the comments, approves them from the staff control panel. In the following example, a client is commenting at one of the published News article, from the client support interface

This comment will be saved under the comments section in the staff control panel, as shown

The staff user who has the access to view and approve the comments, can review the comment and approve it, if desired. Once the comment is approved, it can be seen under that particular news article, as shown

View client commentsTo access the comments section, click Home at navigation menu bar and then click Comments, as shown

By default, you will be presented with a page that lists all the comments that are pending approval, a shown

Approve client commentsIn order to approve a comment, select the comment by checking the box corresponding to that comment and then click Approve, a shown

In order to view complete history of the approved comments by you or other staff users, click on Approved in the left hand side Status box, and you will be presented with the page which displays all the approved comments.

Mark comment as spamYou can train your support desk to automatically categorize the comments for you, as spam. You need to initially mark the comments as spam by clicking on Spam, as shown, before the Bayesian filter gets trained and automatically categorizes a comment as spam.

For more information on Bayesian filter click here.

In the above snapshot the comment "This is a test" from the author "test" is marked as spam, and will be immediately moved to the Spam folder.

Delete a commentIn order to delete a comment or multiple comments simultaneously, mark the boxes corresponding to the comments to be deleted, and click Delete, as shown

The comment or comments will then be deleted from the staff control panel.

Staff dashboardTable of contents 1 Various parts of the dashboard 1.1 Navigation menu bar and sub-menu bar 1.2 Department and ticket tree 1.3 Staff status box 1.4 Quick reference menu

The dashboard is your staff user's helpdesk homepage, providing them with an overview of what is currently happening and what new things have come into the desk.

Various parts of the dashboardAn introduction to various sections displayed at the staff control panel dashboard is given below

Navigation menu bar and sub-menu barThe navigation menu bar is the top most section of the dashboard which allows you to make system wide configuration settings and under the

main menu bar is sub-menu bar which allows you to insert and mange knowledgebase articles, news articles etc.

Department and ticket treeThis column shows the departments/sub-departments assigned to the staff that is currently logged in along with the tickets and their statuses.

Staff status boxDisplays the staff users who are logged into the staff control panel, administrator control panel or Kayako Desktop chat application.

Quick reference menuThis section contains the following reference menu tabs: 1. 2. 3. 4. Welcome: Recently published news articles with type global or private. New Chats: Recently started and completed live chats. New Messages/Surveys: Recently received customer satisfaction surveys. Overdue Tickets: Listing of overdue tickets.

Staff notifications and alertsTable of contents

1 View and manage notifications 2 Inserting a notification rule 2.1 Inserting a notification as user type 2.2 Inserting a notification as ticket type

A ticket notification is processed (based on a set of criteria or rules) whenever a certain ticket-related action occurs, notifying by e-mail or SMS to all staff users or one staff user of the event. For example, a ticket notification can be created to e-mail all the staff users when a new ticket is created of priority " Urgent". Ticket notifications can be public or private. A public ticket alert is executed for all staff members, whereas a private ticket alert is executed only for yourself.

View and manage notificationsTo view and manage ticket notifications, click Home at navigation menu bar and then click Notifications, as shown

You will be presented with a list of all the current notification rules present within the support desk system, along with their type (Ticket/User) and creator.

Inserting a notification ruleIn order to insert a new notification rule in the support desk, click New, and you will be prompted to select the notification rule type. Select any one of the two types, and click Next. Ticket User Select this option if you wish to get a notification for an event occurred on a ticket, for example, change of ticket priority, department etc. Select this option if you wish to get a notification when a new user registers at your support desk from client support interface.

Example of user type notification: If you have inserted a notification for New User Registration, then, whenever a new client registers via client support interface, the staff users will get an alert at the email addresses the notification is configured for, as shown

Example of ticket type notification: If you have inserted a notification for the change of department to services, then, whenever the department of a ticket changes to services, the staff users will get an alert at the email address the notification is configured for, as shown

Inserting a notification as user typeSelecting the notification type as user will redirect to the page where you need provide the information regarding the new notification you are inserting. There are three different configurable settings tabs that provided on this page, which are 1. General 2. Email 3. Notify App All the editable fields specific to these three tabs are explained in the following section

General

Rule Title Is Enabled Insert Criteria

This is the name with which this rule will be inserted. The name should always be relevant to the nature of the rule you are inserting, although it entirely depends on your preference. You can create this notification and keep it disabled until required. You may create as many notification rules and keep them disabled for future usage. Select from the following criteria: Event: User Group:

Email

Subject Prefix Dispatch Email (Staff)

Specify the prefix for the notification made. Prefix helps to identify that the email being received is a notification. Select the staff users to whom you wish to dispatch the email notifications.

Dispatch Email (Custom)

Specify a custom email address here to whom you wish to send the notification to. This is helpful if you wish to send notification to a non staff members.

Notify App

Staff

Select the staff users who will get the notifications on their Kayako Alert desktop application.

Click Insert to save and insert this notification in the support desk system.

Inserting a notification as ticket typeSelecting the notification type as ticket will redirect to the page where you need provide the information regarding the new notification you are inserting. There are three different configurable settings tabs that provided on this page, which are 1. General 2. Email 3. Notify App All the editable fields specific to these three tabs are explained in the following section.

General

Rule Title

This is the name with which this rule will be inserted. The name should always be relevant to the nature of the rule you are inserting, although it entirely depends on your preference.

Is Enabled Insert Criteria

You can create this notification and keep it disabled until required. You may create as many notification rules and keep them disabled for future usage. Select a criteria from the drop down menu for which you wish to get the notifications. You can select multiple criteria by clicking on the Insert Criteria tab. Select OR if you wish any one of the criteria should be met, or select AND if you wish that all the inserted criteria should be met.

Email

Subject Prefix Active Ticket Owner

Specify the prefix for the notification made. Prefix helps to identify that the email being received is a notification. Select from the following options: Staff: If selected, notification would be send to ticket owner. Staff Team: If selected, notification would be send to the team in which the ticket owner is. Department: If selected, notification would be sent to all the staff users of the department of current ticket owner.

Dispatch Email (Staff) Dispatch Email (Custom)

Select the staff users to whom you wish to dispatch the email notifications. Specify a custom email address here to whom you wish to send the notification to. This is helpful if you wish to send notification to a non staff members.

Notify App

Active Ticket Owner

Select from the following options: Staff: If selected, notification would be send to ticket owner's Kayako Alert desktop application. Staff Team: If selected, notification would be send to Kayako Alert desktop application of the team in which the ticket owner is. Department: If selected, notification would be sent to Kayako Alert desktop application of all the staff users under the department of current ticket owner.

Staff

Select the staff users who will get the notifications on their Kayako Alert desktop application.

Click Insert to save and insert this notification in the support desk system.

Staff user preferencesTable of contents 1 Overview 2 View and manage staff preferences 2.1 Profile 2.2 Change Password 2.3 Assigned Departments

OverviewThis section allows the staff user to edit his/her profile data. The staff user can edit his/her personal details viz. name, username, profile image, password etc.

The administrator has the privileges to change the profile for any staff user, anytime he wishes to, from the admin control panel. The following settings will then be overwritten for this particular staff user or any staff user which is being edited. Also, the staff user can individually change his/her profile settings, and that will be updated at the admin control panel.

View and manage staff preferencesTo access the staff preferences option, click Home at navigation menu bar and then click Preferences, as shown

There are three different configurable settings tabs that are provided under preferences section: Profile Change Password Assigned Departments All the settings under the above mentioned tabs are explained in this section

Profile

First Name Last Name Email Profile Image

Edit/change first name of your profile Edit/change last name of your profile Edit/change the email address of your profile Change/insert your profile image. This image will appear in all ticket posts replied by you and in the live chat window.

Mobile Phone Number Signature Time Zone Enable Daylight Savings Auto Greeting

Change/insert your mobile phone number. You need this mobile phone number inserted here if you wish to receive the SMS alerts Edit/change the outgoing emails signature of your profile. This signature will be appended to all outgoing email messages sent by this staff user. Change/select an appropriate time zone for your profile Select whether or not you wish to enable Daylight Savings Time for your profile Change/insert the greeting message that will be dispatched automatically whenever you accept a chat via Kayako Desktop from a client.

Change Password

Existing Password New Password New Password (repeat)

Insert your current staff user login password Insert the new password you wish to keep. The password should be inserted according to the password policy configured in the admin control panel Insert the new password again that you have inserted in the New Password column

Assigned Departments

This section provides you an overview of the departments (tickets & live chat modules) assigned to you. The live chat and tickets departments are represented with their respective icons

Handling ticketsTable of contents

1 Overview

OverviewThe ticketing features of support desk make up one of the major components of the system ticketed help support. The client user can submit a support ticket via the client support interface as shown.

The user can also submit a ticket through an e-mail (if the email queues are setup in the admin control panel), by sending an email at the designated email queue, for example "sales@supportdesk.com" When a new e-mail is sent with a new subject, a new ticket is created. All e-mail replies to this e-mail subject (which contains, by this time, a ticket ID) will be appended to the same ticket. The client can log in to the client support interface and review all correspondence to and from their e-mail address, and staff users can log in to the staff control panel to review tickets (such as move their department, respond to tickets, change a ticket's status and much more). A ticket that is created in the support desk system has the following properties: Ticket ID Ticket subject Ticket department An SLA plan Ticket type Ticket status Ticket priority Flag This is the identification number that will be attached to the ticket, after being submitted either from the client support center or via email queue. This is the subject of the ticket submitted. This is the department in which the ticket is submitted. The ticket can be located by the staff users under this department. An SLA plan is being associated with all the tickets that comes into the support desk system. A ticket type is associated with a ticket. The default ticket types are issue, bug, task, feedback and lead. A ticket status is associated with a ticket. The default ticket statuses are open, in progress and closed. A ticket priority is associated with a ticket. The default ticket priorities are normal, medium, high, urgent, emergency and critical. A ticket flag can be used to identify a particular kind of ticket.

Ticket listing (ticket view)The manage tickets section of the staff control panel shows all tickets currently logged in the support desk along with department and ticket tree under which these tickets are logged. A pictorial representation of various components under the Manage Tickets section is shown below

The various icons that are seen besides the Ticket ID and Subject of a ticket are used to identify various ticket properties. The various icon are described in the following section. Icons Description This ticket is created via an email queue inserted in the support desk. The ticket has note(s) with note type as User. The ticket is assigned to you.

This is an escalated ticket The ticket has note(s) with note type as Ticket or User Organization. This ticket is created with type as Ticket. There has been an activity on this ticket recently. The ticket is being viewed or replied to by another staff user. The ticket has a scheduled follow-up attached to it. More information on follow-up tab can be found here. Time tracking and billing is enabled for this ticket.

Performing mass action on ticketsSelecting multiple tickets (by checking the corresponding check boxes) from within the ticket management section will open the mass-action menu, as shown below. You can change the properties for multiple tickets in one go.

Viewing and handling a ticketTable of contents 1 Tabs 1.1 General 1.2 Reply 1.3 Forward 1.4 Follow-Up 1.5 Billing 1.6 Release 1.7 Chats 1.8 Calls 1.9 History 1.10 Audit Log 1.11 Edit 2 Buttons 2.1 Add note 2.2 Take/Surrender 2.3 Dispatch 2.4 Watch 2.5 Flag 2.6 Spam 2.7 Trash

From within a ticket list, click on a ticket's ID/subject to access the ticket view. You will then be presented with the ticket view interface similar to the following.

The various tabs on the ticket management menu are explained in the following section.

TabsGeneralThe general tab shows the ticket contents and other properties associated with it, viz. ticket department, ticket owner, ticket note, SLA associated with the ticket and much more. The various properties of a ticket under general tab are shown here.

ReplyClicking on the reply tab will present you with the ticket reply interface. The ticket properties and information can be altered while replying to a ticket.

Forward Follow-UpThe follow-up tab is used to add a scheduled task for a ticket. For example, if you wish to change the ticket status from Close to Open at some particular date and time, then you can schedule a follow-up task for that ticket. The follow-up tab has the following components.

Time General Add Note

You can setup the follow-up time in minutes, hours, days, weeks, months or you can customize it to a particular date and time. Select the general option if you wish to set the follow-up to change the ticket department, owner, type, status and priority. Select the add note option if you wish to set the follow-up to add a note on the ticket at a particular date and time.

Post Reply Forward

Select the post reply option if you wish to schedule the ticket reply. The post reply option allows you to add the ticket reply content and support desk schedules it at a latter time as set by you. Select the forward option if you wish to schedule the forwarding of this ticket at a latter time.

You can check the follow-up status, by clinking the follow-up tab. The status will be shown along with the time left for the task to execute, as shown below.

BillingThe billing module allows you to bill your customers in accordance with the time spend, working on the ticket. The time spent working on a ticket and what of that is billable can be logged to a ticket, including a work summary. Time tracking and billing information for a ticket (if the data exists) will appear on the ticket information bar when viewing a ticket, as shown below.

When billing or time tracking information has been added to a ticket, a ticket billing indication icon Unable to render embedded object: File (icon_tickettimetrack.gif) not found. will be given within a ticket listing, as shown.

To add time tracking information to a ticket, click on the Billing tab. This will open the billing/time tracking interface, as shown below.

Time Spent

Specify the following time for the following criteria: Worked: Total time spent (in minutes) working on this entry. Billable: Time (in minutes) that is billable out of the total worked time.

Bill Date Work Date Worker Notes

The date and time of billing. The date and time of working. Which staff user performed the recorded work. Specify the details of the log.

ReleaseThe release tab allows you to perform multiple tasks on a ticket viz. changing ticket department, ticket owner, billing time, adding a note, ticket resolution and due time in a single go. Select the required options and click Update to make all the required changes to the ticket.

ChatsThe chats tab logs all the chats which originated from the same client user who has submitted this ticket. The identification is made on the basis of the email address used while submitting the ticket and initiating the chats. Click on the chats tab to see all the chat history of the client user, as shown.

Click on the chat ID or user's fullname to see the complete chat details of that chat. For more information on chat logs, click here.

Calls HistoryThe history tab logs all the tickets which originated from the same client user. The identification is made on the basis of the email address used while submitting the tickets. Click on the history tab to see all the ticket history of the client user, as shown.

Click on the ticket ID or ticket's subject to see the ticket properties and contents.

Audit LogThe audit log of a ticket details every action performed by the user, system or a staff user on a ticket. The audit log provides a powerful way of overseeing the path a ticket has taken through the support system. These logs entries cannot be modified using the support desk interface. An example of a ticket's audit log is shown below.

A logged action performed by the system will have an Entry Type of System. Some system actions include automatically setting a due time according to an SLA plan, or automatically closing a ticket if auto-close has been enabled from within the administrator control panel. The following actions will be logged by the audit log: == ACTION TABLE ==

EditClick on the Edit tab to open a list of editable ticket fields, as shown below.

Parent Ticket ID Subject Full Name

To merge the current ticket to another ticket, enter the ID of the second ticket here. The ticket replies will all be merged chronologically, and the current ticket will be deleted. The ticket creator's address of the current ticket will be added as a CC user to the new, merged ticket. Specify a new subject for the ticket, if you wish to change the current subject. This is the full name of the ticket creator.

Email Override SLA Third Party CC BCC

This is email address of the ticket creator. Specify a custom SLA for this ticket with will override the default SLA attached to it. A third party recipient added to a ticket is carbon copied all replies sent by a staff user. A third party is able to send e-mail replies and have them appended to the ticket that was not originally created by them. A CC user who has been added to a ticket is carbon copied all replies sent by a staff user. A BCC user who has been added to a ticket is blind-carbon copied all replies sent by a staff user.

Adding an e-mail address as a recipient does not give a user of this e-mail address access to the client support interface.

Whether or not a user gets to see third party recipient replies in the client support interface is configured in the administrator control panel.

ButtonsAdd noteNotes can be attached to tickets, client user accounts or user organizations. These notes can be viewed only by staff users (or specific staff users - this is defined at note creation). Notes can be used to share information between staff users, or simply as a record whilst working on a ticket or dealing with a client. A note that is attached to a ticket will be visible on the ticket information bar when viewing the corresponding ticket. A note that is attached to a user account will be visible in the same place for every ticket the user creates, as shown below.

To add a note, click on the Add Notes tab. This will open the add note interface, as shown below.

Notes

Type the contents of the note here. You can use different colors for different type of notes.

Note Type

Select from the following note types: Ticket: This note will be attached to the particular ticket. User: This note will be attached to the user account, and every ticket will have this user note which originates from this particular user. User Organization: This note will be attached to all the tickets that are created by the client users under this particular user organization.

Visibility

Select to whom the note will be visible to. A note can be visible to all staff members or a specific staff member.

Take/SurrenderTake Surrender If a staff user wishes to assign a ticket to him/herself, then he/she can just click Take tab and the ticket will be assigned to that staff user. Once a ticket is taken or assigned to by a staff user, it can be surrendered by clicking the Surrender tab. A surrendered ticket will not be assigned to any staff user.

DispatchThe dispatch tab allows a staff user to assign a particular ticket to a particular staff user. Clicking on the dispatch tab, a list of all the staff users will be displayed, and the ticket can be assigned to one of the staff users.

After selecting a staff user, click Assign to assign to this ticket to the selected staff user.

WatchThe watch tab is used to track the activities on a ticket. On selecting this option, staff member will receive alert on his/her email address for every reply/update on the ticket by the client and staff users.

FlagA ticket can be flagged with a flag of a certain color. This functionality is useful for dynamically and quickly organizing tickets from within a ticket listing or ticket view. Click on Flag tab to select a flag from the drop down menu and attach it with the ticket.

SpamClicking on the spam tab, the ticket will be marked as spam, and according to the Bayesian feature, software will mark the content/email address as spam and will restrict such emails.

TrashClick on the Trash tab to move the ticket into the trash folder. From within the trash folder the ticket can be deleted permanently.

Logging a new ticketTable of contents 1 Overview 2 Creating a new ticket in staff control panel 2.1 Creating a new ticket with type as Send Mail

OverviewThe staff users can create tickets from within the staff support center. This feature is particularly beneficial if the staff needs to create a ticket on clients behalf, if for some reasons the client got disconnected from the live chat and his queries went unanswered or you wish to send a mass mail to some of your clients regarding a server outage etc.

Creating a new ticket in staff control panelIn order to access the new ticket option, click New Ticket tab on the tickets navigation menu bar, as shown

On clicking the New Ticket button, you will be prompted to select the department in which you wish to create the ticket, as well as you need to select the type of ticket you are creating, as shown

Type

Select from the following two types: Send Mail: In this type a general email is being sent to the recipient. As User/Phone:

Department

Select from the drop down menu the department you wish to create this ticket in. The department permissions for staff users are set here.

Creating a new ticket with type as Send MailSelect the ticket type as Send Mail and a department you wish to create the ticket in, and click Next. You will be directed to the page where you need to provide the information regarding this new email.

There are two different sections that are provided on this page, which are:

New Ticket: Department_name

Add note Attach Options

Click Add Note tab to add a ticket note. The ticket notes are visible to the staff users only and are hidden from the client users. Notes can be used to share information between staff users, or simply as a record whilst working on a ticket or dealing with a client. Click the Attach tab to attach a file or multiple files with this ticket. Click Options tab to set the following parameters: BCC: If you wish to dispatch this ticket to additional email addresses concealing them from the recipients in the To and CC field, then, specify the email addresses in this Bcc filed. Due: As part of the new ticket, a due date and time can be set for the ticket. Clicking on the calendar icon will bring up a calendar. Clicking on a day will set the ticket due date and besides that the due time can be set. Resolution Due: As part of the new ticket, a resolution due date and time can be set for the ticket. Clicking on the calendar icon will bring up a calendar. Clicking on a day will set the ticket resolution due date and besides that the resolution due time can be set.

From Subject To CC Quick insert

This is the email address from which the email is being sent, that is, this email address will be in the "From" filed of the sent ticket. If there are multiple e-mail queues configured for your support desk, a different From address can be set here. Specify a subject for this ticket. Specify the email address of the recipient. This is the carbon copy field. Specify additional email addresses of the recipients, if required. Select and insert from the following categories: Macros: Introduces a menu of predefined reply categories, allowing you to navigate through the replies and paste a predefined reply into the reply area. Knowledgebase: Working similarly to the predefined replies menu, opening this menu will introduce a list of knowledgebase categories and articles for pasting into the reply area.

RecurrenceThe recurrence feature allows you to set a recurrence date and time for this ticket and this ticket will be re-created with the same ticket properties

at that set date and time.

Once you have specified all the fields, click Send to send the ticket from the support desk.

Ticket macros (canned responses)Table of contents 1 Overview 1.1 Usage of macro while replying to a ticket 2 View and manage ticket macros 3 Inserting a new ticket macro 3.1 Insert Category 3.2 Insert Macro

OverviewA ticket macro is more commonly known as a standard reply a ticket reply that has already been typed up along with a predefined ticket properties associated with it and saved for re-use. When selecting a macro, the ticket property changes are not executed immediately. The macro fills in the reply options as defined while creating the macro, that is you can make the changes to the ticket properties beyond the defaults set by the macro you selected.

Usage of macro while replying to a ticket1. Select a category from the Quick Insert menu, as shown

2. You will be presented with a list of macros inserted under the category you have selected, as shown

3. Click on the macro to insert the contents defined in the macro along with the change of ticket properties associated with it, as shown

Executing the above macro has inserted the reply contents to the ticket, along with a change of department, ticket type, ticket status and priority. You may make any change to these settings, before sending the reply.

View and manage ticket macrosIn order to view and manage the ticket macros, click Macros tab on the tickets navigation menu bar, as shown

In the macros section, click on Replies tab, and you will be presented with a list of all the current macros inserted in the support desk system, along with the categories under which they are inserted.

Inserting a new ticket macroClick on Categories tab in the macros section and you will be presented with the option to insert new macro categories and ticket macros, as shown

Insert CategoryIn order to insert a new macro category/sub-category, click on Insert Category and you will be directed to the page where you will need to provide the information relevant to the new category/sub-category you are inserting, a shown

Category Title Parent Category Category Type

This is the name with which this category/sub-category will be inserted. The name should always be relevant to the nature of the category/sub-category you are inserting, although it entirely depends on your preference. Select if you wish to insert this category as a parent category or as a sub-category of an already inserted category. Select from the following two category types: Public: If inserted as public, this category will be visible to all the staff users. Private: If inserted as private, this category will be visible only to the staff user who has created it.

Visible to

You can restrict the visibility of this category to a specified team by selecting one from the available in the drop down menu.

Click Save once you have specified all the required fields to save the newly created macro category in the support system.

Insert MacroIn order to insert a new macro, click on Insert Macro and you will be directed to the page where you will need to provide the information relevant to the new macro you are inserting. There are two different configurable settings tabs that are provided on this page, which are: 1. General 2. Properties All the editable fields specific to these two tabs are explained in the following section

General

Macro Title Parent Category Reply Contents

This is the name with which this macro will be inserted. The name should always be relevant to the nature of the macro you are inserting, although it entirely depends on your preference. Select if you wish to insert this macro under parent category, that is, root category or under an already existing category. Insert the contents that you wish to be associated with this macro.

Properties

Ticket Properties

Specify the ticket properties that you wish to be associated to the ticket when this macro is applied to it. For example, change of department, owner, ticket type and so on.

Click Save once you have specified all the required fields, to save the newly created macro in the support system.

Ticket searchingTable of contents

1 Overview 2 View and search tickets 3 Advanced search option

OverviewThe search tool is provided in the staff control panel to locate a particular ticket or a batch of tickets. The advanced search feature allows you to filter the list of tickets according to certain ticket properties, that match the criteria you have inserted.

View and search ticketsIn order to view and manage the ticket search option, click Search on the tickets navigation menu bar, and you will be presented with a drop down menu where you need to specify a quick search criteria or you can opt for advanced search option, as shown

New Tickets Advanced Search Quick Search Ticket ID Lookup Creator/Replier

It lists all tickets that have been created or replied to since your last visit. It performs an advanced ticket search. For more information, click here. It quick-search all common ticket fields. Type in the required search terms followed by pressing the return key to perform a search. When the ID of a ticket is known, it is possible to directly open up the ticket. Type in the ticket ID followed by pressing the return key to perform the lookup. It lists all tickets created by or replied to the address of name(s) entered here. Type in your search terms followed by pressing the return key to perform the search.

If tickets that match your search criteria are found, a new listing of these tickets will be presented, otherwise you will get a zero tickets found message, as shown

Advanced search optionAdvanced search is used to generate more finite search results, enabling you to further narrow down your search results to speed up finding a ticket. In order to access the advanced search section, click Advanced Search on the search menu and you will be directed to the page where you can set the criteria for more granular ticket searching, as shown

Search Criteria Options Insert Criteria

Select if you wish that all the inserted criteria (if you have inserted multiple criteria in the Insert Criteria option) should be met, that is Match All, or any one of the inserted criteria should be met, that is Match Any, for this search lookup.

Insert the criteria by selecting the options from the drop down menu according to your preferences. More than one search criteria can be added to the advanced search by clicking on the Insert Criteria button.

Click Lookup button to start the search corresponding to the criteria inserted and if tickets that match your search criteria are found, a new listing of these tickets will be presented.

Ticket filters (saved searches)Table of contents 1 Overview 2 View and manage ticket filters 3 Inserting a ticket filter

OverviewTicket filters allow you to quickly access and sort through your tickets across all departments by setting a variety of filter criteria. Filters can be created publicly or privately. A private ticket filter is only accessible by the staff user who created it, meaning that staff members can create and manage their own ticket filters. A public ticket filter is accessible to all staff users. When created, a ticket filter will appear in the Filters drop down menu provided on the tickets navigation menu bar. When a filter is executed ( clicked on), a ticket listing of all tickets that match the filter's criteria will be displayed. An example ticket filter is shown below. It has been created to display all tickets that have been set to the status In Progress that have a Critical priority

View and manage ticket filtersIn order to view and manage the ticket filters, click Manage under Filters tab on the tickets navigation menu bar, as shown

You will be presented with a list of all the current ticket filter rules present within the support desk system, as shown

Inserting a ticket filterIn order to insert a new ticket filter in the support desk, click New, and you will be directed to the page where you need to provide the information regarding the new filter you are inserting, as shown

Filter Title Filter Type

This is the name with which this filter rule will be inserted. The name should always be relevant to the nature of the rule you are inserting, although it entirely depends on your preference. Select from the following two options: Public: If selected, the filter will be accessible to both the creator and all other staff users as well. Private: If selected, the filter will be accessible only to the creator and will be hidden from other staff users.

Visible to Search Criteria Options

You can restrict the visibility of this filter to a specified team by selecting the team from the drop down menu. Select from the following two options: Match All (AND): Only tickets that match all of the criteria you have set will be listed when this filter is executed. Match Any (OR): Only tickets that match any of the criteria you have set will be listed when this filter is executed - if you have set three criteria and a ticket matches one of them, the ticket will still be listed. Insert the required criteria for which you wish to list the tickets when this rule is executed. You can insert multiple criteria.

Insert Criteria

Click Insert once you have specified all the required options, to save the newly create ticket filter in the support desk system.

Ticket viewsTable of contents 1 Overview 2 View and manage ticket views 3 Inserting a new ticket view 3.1 General 3.2 Options 3.3 Columns

OverviewFrom within a ticket list, the view of the list displayed, can be customized. Listing templates can be created to display a list of tickets in a particular way. That is, the information for the tickets shown in a list can be customized. When viewing a ticket list, the ticket listing view can be changed by clicking the View menu, and selecting a particular view that is inserted in the

support desk, as shown

View and manage ticket viewsIn order to view and manage the ticket views, click Views tab on the tickets navigation menu bar, as shown

You will be presented with a list of all the current ticket views present within the support desk system, as shown

Inserting a new ticket viewIn order to insert a new ticket view in the support desk, click New, and you will be directed to the page where you need to provide the information regarding the new ticket view you are inserting. There are three different configurable settings tabs that are provided on this page: 1. General 2. Options 3. Columns All the editable fields specific to these three tabs are explained in the following section.

General

Title Display Tickets Assigned To

This is the name with which this ticket view will be inserted. The name should always be relevant to the nature of the view you are inserting, although it entirely depends on your preference. Select from the following options: Unassigned: If selected, all the tickets which are currently not assigned to any staff user will be displayed when this view is selected. Assigned To Me: If selected, all the tickets which are currently assigned to the creator of this view will be displayed when this view is selected. All Tickets: If selected, all the tickets which are currently assigned or unassigned to any staff user will be displayed when this view is selected. Select from the following options: Global Views: If selected, this view will be visible for selection to all the staff users inserted in the support desk, including yourself. Private Views: If selected, this view will be visible for selection only to the creator of this view. Team Views: If selected, this view will be visible for selection to you and your team members.

View Scope

Link with Department(s)

Using this option, you can link this view with the selected departments. The linked departments will automatically use this view when opened, however, if there are two views linking to the same department then the view to be used will be selected in the chronological order.

Options

Tickets Per Page Auto Refresh Grid Select Owner as Active Staff User Default Ticket Status when Replying/Forwarding After reply/forward take me to

Specify the number of tickets to be displayed on a single page for this view. If enabled, the ticket listing will be auto refreshed after this much interval of time. If enabled, the ticket will be assigned to the staff who is replying/forwarding the ticket, if this view is selected. Select the status to which tickets should be set to after you have made a reply or forwarded the ticket.

Select the section from the drop down menu, to which you should be directed after you have made a reply or forwarded the ticket. You can select from the following sections: Top Level Ticket List (View All): If selected, you will be directed to the Tickets > Manage Tickets page, that is, to the page where all the tickets are displayed, irrespective of the departments they belong to. The Active Ticket List (Department/Search): If selected, you will be directed to the page from where you have replied/forwarded the ticket. The Active Ticket: If selected, you will stay on the same ticket, after it has been forwarded/replied to, irrespective of the ticket properties. The Next Available Ticket: If selected, you will be presented with the next ticket in the queue.

Columns

Sort By Sort Order Select Fields

Select the field by which the tickets will be sorted (such as ticket ID, last response time, subject etc). Select whether the tickets will be sorted from top-to-bottom (ascending) or bottom-to-top (descending). Drag and drop the fields in the box (as shown in the snapshot) that will be displayed within the ticket listing view. The fields will be displayed as shown:

In the above snapshot, the fields are sorted by Last Activity. Click Insert, once you have specified all the required options to save the newly created ticket view in the support system.

Live supportTable of contents 1 Overview 2 View and manage live chat

OverviewThe Live chat module and area of the staff control panel is available only in Fusion and Engage installations. For more information on Kayako's different products, click here. From the Live chat area, staff members can review message histories, chat histories, call logs, manage canned messages, etc. Rest of the support desk logs can be found here.

View and manage live chatIn order to view and manage live chat options, click Live Chat tab on the navigation menu bar, as shown

Call logsTable of contents 1 Overview 2 Access and view call logs

OverviewThis section logs all the call conversations that the client has initiated with the staff users from the client support interface, along with the call properties, such as phone number, call duration, type etc.

Access and view call logsIn order to view and manage the call logs, click on Call Logs tab on the live chat navigation menu bar, as shown

You will be presented with a list of all the outgoing and incoming call logs within the support desk system, as shown

Click on a phone number to view its properties. Clicking a phone number will open up a floating window showing all the ticket properties, as shown.

Click Delete to remove this call log from the system.

CannedTable of contents 1 Overview 2 View and manage canned responses 2.1 Categories 2.2 Responses 3 Insert a new category 4 Insert a new canned response

OverviewA canned message is very much like a predefined reply. The predefined reply is created and managed via the staff control panel, the canned messages list is populated in the Kayako Desktop application at login. During a chat session, a user can send a canned message to a client, as shown in the following screenshot.

A canned message can be a text message, an image, a URL or code.

View and manage canned responsesIn order view and manage the canned responses, click Canned tab on the live chat navigation menu bar. This section is divided into the following tabs. 1. Categories 2. Responses The tabs provided under the canned responses section is explained as follows.

CategoriesClicking on the categories tab you will be presented with a list of all the current categories/sub-categories inserted in the support desk system, as shown

ResponsesClicking on the responses tab you will be presented with a list of all the current canned responses inserted in the support desk system, along with the categories under which they are inserted, as shown

Insert a new categoryIn order to insert a new category/sub-category in the support desk system, click Insert Category under the categories tab and you will be presented with a floating window where you need to insert the information relating to the new category/sub-category, as shown

Category Title Parent Category Category Type

Specify a category/sub-category title/name. Select a category name under which the new category will be added. Select from the following category type: Public: This category type will be visible to all the staff users. Private: This category type will be visible only to the staff user who created the category.

Click Save to save the changes and insert the new category/sub-category in the support desk system.

Insert a new canned responseIn order to insert a new canned response in the support desk system, click Insert Response under the categories tab and you will be directed to the page where you need to provide the information regarding the new canned response you are inserting.

Response Title Parent Category

Specify a title/name for the caned response. Select the category under which this canned response will be added.

Push URL Push Image Send Message

Check the box and insert the URL to be dispatched when this canned response is chosen. Check the box and insert an image URL or upload an image(in gif/png/jpeg format) from the local hard disk drive tp be dispatched when this response is chosen. Check the box and select the type of message (either text or code) to be dispatched to the user when this response is chosen. The message or code to be dispatched is inserted in the contents box.

Click Save to save the changes and insert this canned response in the support desk system.

Chat historyTable of contents 1 Overview 2 View and manage chat history 3 Viewing a chat log 3.1 Chat: chat ID 3.2 GeoIP 3.3 History 3.4 Tickets 3.5 Calls

OverviewThis section logs all the live chat conversations that the client has initiated with the staff users from the client support interface, along with the rating client has given to that chat conversation.

View and manage chat historyIn order to view and manage the chat logs, click on Chat History tab on the live chat navigation menu bar, as shown

You will be presented with a list of all the ongoing and previous chat logs within the support desk system, as shown

The description of the various column fields under which the logs are created is as follows: Quick Filter Chat status icons This section is provided to quickly sort the tickets on the basis of the department they are logged in, date on which the chat was logged and type of chat log. The following three icons represents the chat status: This icon represents an ongoing chat conversation. This icon represents a chat conversation which was terminated before completion. This icon represents a completed chat conversation. Chat ID Full Name Staff Name Department Date This is the ID of the chat log with which is logged in the support desk system. This is the full name of the client as inserted at the start of the chat conversation, along with the chat subject. This is the full name of the staff user which which the chat was initiated. This is the department which was selected by the client at the start of the chat conversation. This is exact date and time at which this offline message or survey was submitted.

Viewing a chat logIn order to view a chat log, click on that particular log and you will be directed to the page where you can make the necessary edits. This section is divided into the following tabs: 1. 2. 3. 4. 5. Chat: chat ID GeoIP History Tickets Calls

All the fields specific to these tabs are explained in the following section.

Chat: chat ID

Subject Wait Time IP Address Chat Type Round Robin Hits Rating Is Proactive? Chat Status Insert Tag Survey Comments Conversation

This is the question client specified while initiating the live chat. This is the time elapsed after which the staff user accepted the chat request. This is the IP address from which the chat originated. If the user made the chat request, the chat type will be displayed as Client < > Staff. If the staff user made the chat request (preemptive chat), the chat type will be displayed as Staff < > Client. The number of round robin tries before the chat got connected to the staff user. The star rating that client gave at the end of the chat conversation.

The chat status specifies is a particular chat has ended mutually or went unanswered. If you wish to tag this chat log, then specify the tag(s) here. These are the comments client has given at the end of the chat conversation. This is the transcript of the chat conversation between the client and staff user.

The various options defined under this tab are:

Create TicketThe create ticket option allows you to automatically send a ticket to the client user with the chat subject and contents. A ticket (with type as email) for the chat log shown in the above snapshot will look like, as shown

Add NoteClick add note tab if you wish to put up a text note on the chat log for reference.

EmailClick email tab to forward the contents of the chat transcript to an email account. On clicking the email tab you need to insert the recipient's email address along with a text note and click save to send the contents. The recipient will receive the chat contents in the following format.

PrintClick print tab to print the contents of the chat transcript. The contents will be printed in the following format.

DeleteClick the delete tab to delete this particular chat log. Once deleted, you will get a success message, as shown.

GeoIPThe GeoIP tab logs the client's location information, as shown.

HistoryThe history tab logs all the previous chats originating from the same email address.

TicketsThe tickets tab logs all the previous tickets originating from the the same email address.

Calls

This section logs all the call information initiated from this client user.

Messages and surveysTable of contents 1 Overview 2 View and manage messages/surveys 3 Editing a message/survey 3.1 Message/Survey: ID 3.2 Reply 3.3 GeoIP 3.4 Chats

OverviewThis section contains the following logs: Messages: These are the messages left by the client users when live support is unavailable. For example, if no staff user is logged into the Kayako Desktop application or if all staff users are busy at that moment, the client is prompted to leave a message, when he clicks on the live chat icon, which then route here. Click here for more information on message routing. The offline messages are identified by an envelope icon (for unread message) and (for read message).

The messages are logged as shown in the following snapshot

Surveys: These are the ratings given by the clients at the end of a chat, along with their remarks for that particular survey. The client ratings are prefixed with a star icon , which helps to identify them from the offline messages.

The surveys are logged as shown in the following snapshot

View and manage messages/surveysIn order to view and manage the messages/surveys logs, click on Messages/Surveys tab on the live chat navigation menu bar, as shown

You will be presented with a list of all the currently logged messages and surveys within the support desk system, as shown

The description of the various column fields under which the logs are created is as follows:

Message ID Subject Department Fullname Created On

This is the ID of the survey or offline message with which is logged in the support desk system. This field is only associated with the offline messages. The chat surveys will not have any subject associated with them. This is the department which was selected by the client at the start of the chat conversation. This is the full name of the client as inserted at the start of the chat conversation. This is exact date and time at which this offline message or survey was submitted.

Editing a message/surveyIn order to edit an offline message, click on that particular message and you will be directed to the page where you can make the necessary edits. This section is divided into four tabs, which are: 1. 2. 3. 4. Message Reply GeoIP Chats

The information and settings defined under these tabs are explained in the following section.

Message/Survey:ID

General Information Insert tag Message Contents

This section describes the general properties of the offline message, viz. subject of the message, full name of the client, date of creation, message ID etc. Insert a tag for this offline message, if needed. These are the message contents with which this offline message was created by the client from the client support center.

Reply

From Subject Reply Contents

Select the email address from which the reply should be dispatched. This email address will be in the From: field of the reply received by the client user. Specify the subject for this reply. Specify the contents of the reply to be sent.

GeoIP

As shown in the above snapshot, GeoIP determines the geographical location and other information about the client. Please click here for GeoIP introduction and configuration instructions.

Chats

The chats tab shows all the previous chat logs for a particular client. In the above screenshot there are a total of two previous chats that have been initiated by a client "Mathew" from the client support interface, in General department.

Search messages

Table of contents 1 Overview 2 View and search messages/surveys and client chats 3 Advanced search option

OverviewThe search tool is provided in the staff control panel to locate a particular client chat or messages/surveys . The advanced search feature allows you to filter the list of tickets according to certain properties, that match the criteria you have inserted.

View and search messages/surveys and client chatsIn order to view and manage the search option, click Search on the Live Chat navigation menu bar, and you will be presented with a drop down menu where you need to specify a quick search criteria or you can opt for advanced search option, as shown

Advanced Search Quick Search Chat ID Messages/Surveys

It performs an advanced chat and messages/surveys search. For more information, click here. It quick-search all common chat and messages/surveys fields. Type in the required search terms followed by pressing the return key to perform a search. When the ID of a client chat is known, it is possible to directly open up the ticket. Type in the chat ID followed by pressing the return key to perform the lookup. Specify a key word to search the related message/survey log.

If tickets that match your search criteria are found, a new listing of these tickets will be presented, otherwise you will get a zero tickets found message, as shown

Advanced search optionAdvanced search is used to generate more finite search results, enabling you to further narrow down your search results to speed up finding a chat conversation or a message/survey sent by the client user. In order to access the advanced search section, click Advanced Search on the search menu and you will be directed to the page where you can set the criteria for more granular searching, as shown

Search Criteria Options Insert Criteria

Select if you wish that all the inserted criteria (if you have inserted multiple criteria in the Insert Criteria option) should be met, that is Match All, or any one of the inserted criteria should be met, that is Match Any, for this search lookup.

Insert the criteria by selecting the options from the drop down menu according to your preferences. More than one search criteria can be added to the advanced search by clicking on the Insert Criteria button.

Click Lookup button to start the search corresponding to the criteria inserted and if the chat conversation(s) that match your search criteria are found, a new listing of these chats will be presented.

KnowledgebaseTable of contents 1 Overview 2 View and manage knowledgebase section

OverviewThe knowledgebase is a database of categorized articles that act as an information repository (much like a frequently asked question database) for your clients. For an insight on advantages and need for knowledge management, click here. The client's interface to the knowledgebase is shown below.

Knowledgebase articles can be rated and also commented on by client users, per confirmation within the admin control panel and staff control panel respectively. From within the staff control panel, knowledge base articles and their categories are managed and article comments can be moderated here as well.

View and manage knowledgebase sectionIn order to view the knowledgebase section, click on Knowledgebase tab on the navigation menu bar, as shown

CategoriesTable of contents 1 Overview 2 View and manage knowledgebase categories 3 Inserting a new category/sub-category 3.1 General 3.2 Options 3.3 Permissions: Users 3.4 Permissions: Staff

OverviewThis section allows you to insert the knowledgebase categories and sub-categories, under which the articles are created. You can categorize the knowledgebase articles on the basis of departments, nature of queries etc. and create the categories and sub categories accordingly.

View and manage knowledgebase categoriesIn order view and manage the knowledgebase categories, click Categories tab on the Knowledgebase navigation menu bar, as shown

Clicking on the categories tab, you will be presented with a list of all the current categories and sub-categories inserted in the support desk system, as shown

Inserting a new category/sub-categoryIn order to insert a new knowledgebase category/sub-category in the support desk system, click Insert Category button, and you will be directed to the page where you will need to provide the information relevant to the new category/sub-category you are inserting. This section is divided into four different configurable settings tabs, which are 1. 2. 3. 4. General Options Permissions: Users Permissions: Staff

All the settings relevant to these tabs are explained in the following section.

General

Category Title Parent Category

This is the name with which this category/sub-category will be inserted. The name should always be relevant to the nature of the category/sub-category you are inserting, although it entirely depends on your preference. Select if you wish to insert this category as a parent category or as a sub-category of an already inserted category.

Type

Select from the following two category types: Inherit: This type is only available for the sub-categories. The sub-category will inherit the properties of its parent category. Global: The categories classified as Global are visible in both the client support center and the staff control panel. Public: The categories classified as Public are visible only in the client support center. Private: The categories classified as Private are only visible in the staff control panel.

Options

Display Order Allow Comments Allow Rating

Categories/sub-categories are listed within the client support interface according to their display order, as specified here. The list is sorted in ascending order. Select whether you wish to enable commenting for articles under this knowledgebase category/sub-category. Select whether you wish to enable rating for articles under this knowledgebase category/sub-category.

Permissions: Users

Restrict to Customer Users Groups? User Groups

Enable this option if you want to restrict the knowledgebase category/sub-category visibility only to selected user groups. This field will only be relevant if the option "Restrict to custom User Groups?" is enabled. You may create different user groups in the admin control panel from Users >> Insert User Group option.

Permissions: Staff

Restrict to Custom Staff Teams? Staff Teams

Enable this option if you want to restrict this knowledgebase category/sub-category to certain staff teams.

This field will only be relevant if the option "Restrict to Custom Staff Teams?" is enabled. You may create different staff teams in the admin control panel from Staff >> Insert Team option, and restrict this knowledgebase category/sub-category to these staff teams.

Click Save, to save and insert this knowledgebase category/sub-category into the support desk system.

Manage knowledgebaseTable of contents 1 Overview 2 View and manage knowledgebase articles 3 Editing a knowledgebase article

OverviewThis section shows you all the knowledgebase articles currently published or saved as drafts in the support desk system. You can make changes to the articles such as, change of article title, changing contents of the article, changing article category under which it is created etc.

View and manage knowledgebase articlesIn order to view and manage the knowledgebase articles, click on Manage Knowledgebase tab on the Knowledgebase navigation menu bar, as shown

You will be presented with a list of all the current knowledgebase articles (published or saved as drafts) present within the support desk system, as shown

Editing a knowledgebase articleIn order to edit an article, click on the corresponding article you wish to edit and this will open that article for editing, a shown

Once you have made the required changes, click Update to save the changes and publish those changes immediately at the client support interface under Knowledgebase section, or click Mark as Draft to unpublish the article and save the changes as draft in the support desk system.

New articleTable of contents 1 Overview 2 Inserting a new article 2.1 General 2.2 Attachments 2.3 Options

OverviewThis section allows you to insert the knowledgebase articles under the categories/sub-categories inserted in the support desk system, and publish them at the client support interface. A WYSIWYG editor is provided to create the knowledgebase articles. An option is provided to immediately publish the created article or save it as a draft to be published later.

Inserting a new articleIn order to insert a new knowledgebase article in the support desk system, click New Article button, and you will be directed to the page where you will need to provide the information relevant to the new article you are inserting. This section is divided into three different configurable settings tabs, which are 1. General 2. Attachments 3. Options

All the settings relevant to these tabs are explained in the following section.

General

Title Categories Article contents

This is the name with which this knowledgebase article will be inserted. The name should always be relevant to the nature of the article you are inserting, however it entirely depends on your preference. Select a category/sub-category under which this article will be inserted. The WYSIWYG editor is provided to insert the contents of the article.

Attachments

Click Choose File to browse for a file placed on your system's hard disk, you wish to upload along with this knowledgebase article. Click Add File to attach more files to upload in a single go.

Options

Is Featured Article Allow Comments

Select if you wish to mark this article as a Featured article. Featured articles are shown in a colored box at the client support interface under the Knowledgebase section. Also, the featured articles will be at the top of the articles stack.

Select whether you wish to enable commenting for this article.

Once you have made all the required settings, click Publish, to publish this article along with the attachment (if any) immediately at the client support center, or click Save as Draft to save this article for future publishing.

View knowledgebaseTable of contents 1 Overview 2 Access view knowledgebase section

OverviewThe View Knowledgebase section of the staff control panel displays the knowledgebase section as seen by the clients at the client support interface. Only the published articles under the Root Category and Global type categories will be seen under the View Knowledgebase section.

Access view knowledgebase sectionIn order access the view knowledgebase section, click View Knowledgebase tab on the Knowledgebase navigation menu bar, as shown

You will be presented with all the currently published articles and global categories as seen on the client support interface.

TroubleshooterTable of contents

1 Overview 2 View and manage troubleshooter

OverviewTroubleshooter wizards guide your clients through a series of questions and instructions which enable self-diagnosis and resolution of the issue they are facing. The clients are offered step-by-step problem solving using a story-board of questions and answers, as shown, a series of static interviews helping the user resolve their issue.

If a wizard fails to solve a client's problem, they have the option to create a ticket pre-filled with the answers they gave at each step, hence saving clients time.

View and manage troubleshooterIn order to view and manage troubleshooter, click Troubleshooter tab on the navigation menu bar, as shown

Manage Troubleshooter

Table of contents 1 Overview 2 View and manage troubleshooter

OverviewThis section shows you all the troubleshooter categories and the steps/sub-steps created under those categories in a tree/list form. You can quick insert the steps and sub-steps for any category from the manage troubleshooter section.

View and manage troubleshooterIn order to view and manage the troubleshooter, click on Manage Troubleshooter on the troubleshooter navigation menu bar, as shown

You will be presented with all the current categories inserted in the support desk along with the inserted steps/sub-steps under them. You can choose either the tree format or list format to view the inserted categories and steps:

Tree form

List form

New StepTable of contents 1 Overview 2 Inserting a troubleshooter step 2.1 General 2.2 Attachments 2.3 Options

OverviewThis section allows you to insert the troubleshooting steps under a category. The steps will be presented as shown in the following screenshot, when the client clicks on a troubleshooting category under the Troubleshooter section at the client support interface.

There is no limit to the number of steps and sub-steps that can be created for one troubleshooter.

Inserting a troubleshooter stepIn order to insert a new step under a troubleshooter category, click New Step tab on the Troubleshooter navigation menu bar and you will be prompted to select the category under which you wish to insert this new step, as shown

Select a troubleshooter category and click Next. You will be directed to the page where you will need to provide the information relevant to the new step you are inserting. This section is divided into three different configurable settings tabs, which are 1. General 2. Attachements 3. Options All the settings relevant to these tabs are explained in the following section.

General

Title Parent Steps Insert Contents

This is the name with which this troubleshooter step will be inserted. A step can be added to one or more parent steps. Select a parent step from here. The WYSIWYG editor is provided to insert the contents of the step.

Attachments

Click Choose File to browse for a file placed on your system's hard disk, you wish to upload along with this step. Click Add File to attach more files to upload in a single go.

Options

Display Order Allow Comments Enable Ticket Redirection Redirection Department Ticket Type Ticket Priority ID Custom Ticket Subject

This is the default display order for this step at the client support interface. The list is sorted in Ascending Order. Select whether you wish to enable commenting for this step. If enabled, the user will be redirected to the ticket submission page for the specified department or to the department list page ( if no department is selected). The department can be selected from the Redirection Department option.

Select the department to which the user should be redirected to. Select the ticket type to be selected by default on the ticket submission page. This option needs the Ticket Type setting to be enabled for the Template Group. Select the ticket priority to be selected by default on the ticket submission page. If specified, the ticket form will be prefilled with the specified ticket subject.

Once you have made all the required settings, click Publish, to publish this step immediately at the client support center under the chosen category, or click Save as Draft to save this step for future publishing.

Troubleshooter CategoriesTable of contents 1 Overview 2 View and manage troubleshooter categories 3 Inserting a new category 3.1 General 3.2 Options 3.3 Permissions: Users 3.4 Permissions: Staff

OverviewThis section allows you to insert the troubleshooter categories, under which the troubleshooting steps for that particular category are inserted. You can categorize the troubleshooter categories on the basis of nature of the issues, departments etc. The troubleshooter categories will be shown at the client support center under the troubleshooter tab, as shown

Clicking on a category will take you through a series of questions and instructions, a shown, assisting you to localize and eradicate the issue.

View and manage troubleshooter categoriesIn order view and manage the troubleshooter categories, click Categories tab on the Troubleshooter navigation menu bar, as shown

Clicking on the categories tab, you will be presented with a list of all the current troubleshooter categories inserted in the support desk system, along with there visibility type, as shown

Inserting a new categoryIn order to insert a new troubleshooter category in the support desk system, click New, and you will be prompted to provide the information regarding the new category you are creating. This page consists of four different configurable settings tabs, which are 1. 2. 3. 4. General Options Permissions: Users Permissions: Staff

All the editable fields specific to these four tabs are explained in the following section.

General

Category Type

Specify a category title/name. Select from the following category types: Global: The categories classified as global are visible in both the client support center and the staff control panel. Public: The categories classified as public are visible only in the client support center. Private: The categories classified as private are only visible in the staff control panel.

Options

Display Order Description

This is the display order in which this category will be displayed on the client support interface under the troubleshooter section. The list is sorted in ascending Order. Provide a short description of the category you are inserting.

Permissions: Users

Restrict to Custom User Groups? User Groups

Enable this option if you want to restrict this category visibility only to selected user groups. This field will only be relevant if the option "Restrict to custom User Groups?" is enabled. You may create different user groups in the admin control panel from Users >> Insert User Group option.

Permissions: Staff

Restrict to Custom Staff Teams? Staff Teams

Enable this option if you want to restrict this category to certain staff teams.

This field will only be relevant if the option "Restrict to Custom Staff Teams?" is enabled. You may create different staff teams in the admin control panel from Staff >> Insert Team option, and restrict this category to these staff teams.

Once you have made all the required settings, click Insert to save the settings you have made and insert this new category in the support desk system.

View TroubleshooterTable of contents 1 Overview 2 Accessing view troubleshooter section

OverviewThe View Troubleshooter section of the staff control panel displays the Troubleshooter section as seen by the clients at the client support

interface.

Accessing view troubleshooter sectionIn order to access the view troubleshooter section, click View Troubleshooter tab on the Troubleshooter navigation menu bar, as shown

You will be presented with all the currently published news articles as seen on the client support interface.

NewsTable of contents 1 Overview 2 View and manage News section

OverviewKayako Fusion, Engage and Resolve comes with the news module that allows you to post news items visible to your client users, via the client support interface or to staff, via the staff dashboard. News articles can be commented on by client users at the client support interface under the news section. RSS feeds of articles can be generated so that clients can subscribe to your news and announcements using a feed reader or your news items can be cross posted to blogs or bulletin boards, using a post robot, for example the RSS syndicating post bot that is a feature of vBulletin Bulletin Board. News articles can also be set to expire after a certain date. It also possible for client users to subscribe to new news articles and receive them by e-mail users who do this are known as subscribers. Client users can do this without registering a user account. Subscribers can also be added manually by staff users via the staff control panel. When a client user subscribe himself to the News, a link is sent to the email address he inserts, for validation, as shown

The news are presented at the client support interface under the news section as shown in the following screenshot

On clicking the Read more link, you will be presented with the complete news article along with an option to comment on the article (if allowed).

View and manage News sectionIn order to view and manage the news section, click on News tab on the navigation menu bar, as shown

Insert newsTable of contents 1 Overview 2 Inserting a news article 2.1 General 2.2 Options 2.3 Permissions (Users) 2.4 Permissions (Staff)

OverviewThis section allows you to insert the news articles in the support desk system, and publish them at the client support interface. A WYSIWYG editor is provided to create the news articles. An option is provided to immediately publish the created article or save it as a draft to be published later. You can also send a mass email to all your subscribers once you create the article and publish it.

Inserting a news articleIn order to insert new news article in the support desk system, click Insert News tab on the News navigation menu bar, as shown

Clicking on the insert news tab will prompt you to choose from the following types: Global: The news articles classified as Global are visible in both the client support center and the staff control panel. Public: The news articles classified as Public are visible only in the client support center. Private: The news article classified as Private are only visible in the staff control panel. Choose the news type and click Next. You will be directed to the page where you will need to provide the information and content relevant to the new news article you are inserting. This section is divided into four different configurable settings tabs, which are 1. 2. 3. 4. General Options Permissions (Users) Permissions (Staff)

All the settings relevant to these tabs are explained in the following section.

General

Title

Specify the title for this news article.

Send Email News contents

Select Yes if you wish to send a mass email to all the subscribers when you publish this article. The mass email will not be sent if you save this article as a draft in the support desk system, to be published latter. The WYSIWYG editor is provided to write the contents of the news article.

Options

Categories Expiration

Select a category or categories under which this news article should be inserted. The news categories will be seen at the client support interface, below the client login box, with a count of articles besides them. If you wish that this article should expire (be removed from client view after a certain amount of time), the date of expiry should be set here. Click on the calendar icon to open the date selector.

An expired article will not be deleted from the support desk system.

Allow Comments Custom Email Subject From Name From Email

Select Yes if you wish the clients to comment on this news article. If the setting "Send Email" is selected under the General settings options, then you can specify a subject for the mass email that will be send out to the subscribers for this news article. If no subject is specified, the subject of the news article will be used instead. This is the From Name email header that will be used for the emails sent out to subscribers. This is the From Email address that will be used for the emails sent out to subscribers. Please note that this may be the address users reply back to (if they reply to the news article email).

Permissions (Users)

Restrict to Custom User Groups? User Groups

Enable this option if you want to restrict this news article visibility only to selected user groups. This field will only be relevant if the option "Restrict to custom User Groups?" is enabled. You may create different user groups in the admin control panel from Users >> Insert User Group option.

Permissions (Staff)

Restrict to Custom Staff Teams? Teams

Enable this option if you want to restrict this news article to certain staff teams.

This field will only be relevant if the option "Restrict to Custom Staff Teams?" is enabled. You may create different staff teams in the admin control panel from Staff >> Insert Team option, and restrict this news article to these staff teams.

Once you have made all the required settings, click Publish, to publish this article immediately at the client support center, or click Save as Draft to save this article for future publishing.

Manage newsTable of contents 1 Overview 2 View and manage news articles 3 Editing a news article

OverviewThis section shows you all the news articles currently present in the support desk system. You can