Overview
You can have multiple email channels by adding more email addresses to work with it Kayako. When you get started with Kayako, you are given a default support email address – support@[yourcompany].kayako.com – which you can start using right away. However, if you want to have more email channels, you can add and configure another email address on top of the default one or add your existing company emails to work with Kayako.
In many cases, having just one support email is not an efficient solution especially for companies with multiple departments that prefer to manage their emails or customers' inquiries separately. For example, your organization has separate billing and technical departments and you want to have a separate email address for each of the departments while being able to manage both queues in a single agent area.
Some companies also prefer to continue using their own support emails with their company domains (support@[company].com) in communicating with their customers. With a little setup, Kayako can handle all that, too.
To add multiple email addresses to your Kayako instance, you have two paths available:
-
You can use your
@[company].kayako.comdomain and spin up as many additional email addresses (unlimited) as you like such as:billingsupport@[company].kayako.comfor your billing departmenttechnicalsupport@[company].kayako.comfor your technical department
- You can forward emails from your external domain (i.e.,
support@[yourcompany].com) into Kayako, then set up spam protection with SPF and DKIM, and finally follow the instructions below to add the address to your Kayako. This requires a little bit of extra setup but it will let you send and receive messages using your external email addresses from within Kayako.
Back to top
Solution
NOTE: To add email addresses in Kayako, you will need an administrator account with the 'Manage channels' permission.
You may want to added an internal email address as an email channel, e.g. you may have created different brands for your Kayako instance and you wish to receive emails sent to the Kayako instance subdomains of these other brands.
In this case you have to complete an additional prerequisite step before completing the steps 1-6 outlined below. If you are instead adding an external email address, you can proceed directly to step 1 below this box.
- Go to Email > Settings > check the Wildcard email address box
- Complete the steps 1-6 below
- The verification email will be sent to the suspended folder.
- You can then uncheck the Wildcard email address box or leave it checked if you wish.
- Sign in to Kayako and navigate to the Settings Menu > Administration.
-
Under the Channels section, click on Email.
-
Click on the New Address button.
-
Enter the new email address where you want to send and receive messages.
Remember, if you are adding an external email address, you need to set it to forward to your default Kayako address,
support@[yourcompany].kayako.comfirst. -
Select the brand from the drop-down menu.
To learn more about brands, check out our solution article about managing multiple brands.
-
Click Save.
Once you have your email address integrated, you can start managing your support email addresses.
IMPORTANT NOTE:
If you added an external email address as an email channel, the system will send an email to that address with a verification link to activate the email similar to the image below. Click the link in the email to activate it. Else, it will remain unverified.
In case you can't find a verification email in your mailbox, please follow the instructions in the Resending Verification Email article.
Back to top
Testing
Try sending a test email to the new email address (ex:billingsupport@[company].kayako.com) you added and you should be able to receive this test email in Kayako. The new email will automatically be converted as a new conversation in the agent area.
In case you added an external domain or email address, try sending a test email to the email address you configured for forwarding (ex:support@[company].com) and you should be able to receive this test email in Kayako.