Your support team will be spending the majority of their time in Kayako's agent area. From here, they can keep track of the support queue, reply to and resolve conversations, and search through all of the user, organization, and conversation information that Kayako stores.
In this article, we'll introduce you to the agent area, and call out some of the features you'll be using most often. We'll include links to other articles that will go into each feature in more detail.
Learning Your Way Around the Agent Area
You can sign in to the agent area by adding '/agent' to the end of your Help Center URL. Once you're in, you'll see the inbox for your support queue, as well as a search bar and some icons up on the toolbar.
Let's take a look at the main elements on the agent area interface:
Inbox and conversation views — The inbox is the default view of your support queue, showing you all your teams' open conversations. You can click on any conversation to open it for updates. You can also update multiple conversations at once, by checking them and making your changes in the 'Update conversations' panel that appears.
In the sidebar, you'll see a list of views, each of which will display a different filtered list of your conversations. You can define as many views you as you like, to suit the needs of your team. Learn more in our article, creating custom views of your support conversations.
Search bar — At the top right, you'll see the agent search bar. From here, you can search... pretty much every corner of Kayako. The search bar will return results from conversations, users, organizations, Help Center articles; you name it. You can refine your search using a number of search modifiers. For example, you can use 'in:conversations' to limit your results to conversations that match your criteria.
As soon as you start typing, the search will return previews of the top results, which you can browse quickly. You can also click the See more in advanced search link to see a full list of the search results.
Learn more in our article about unified search and what you can do with it.
'Add new' menu — In the upper right is a button with a plus on it. Clicking this will open up a menu where you can create new conversations, users, and organizations.
You can click the icon for the type of content you want to create. Kayako will then prompt you for a basic detail or two. Once you hit the Add or Next button, you'll be taken to the page for your new content and have the chance to fill in all the details.