Articles

• Establishing SLAs

  Overview Much of your team's success hinges on their ability to get back to your customers quickly. Managing your response and resolution times with an SLA is the best way to ensure that your customer...

• Creating Automations with Triggers and Monitors

  Overview Kayako is designed to help you empower your team and streamline your support processes, and few features do as much to make that happen as the automation engine. For all that variety, Kayako ...

• SLA Clock Doesn't Start the Countdown

  Overview If a ticket is forwarded by an agent email account to the helpdesk or via email channel and then reassigned to a customer’s account, the SLA clock does not start the countdown. Information Fo...

• Assigning Conversations Automatically Based on Their Source Channel

  Overview Let us say you manage support at a relatively small company and you have tasked one of your agents with handling the support requests that come in via X. You can use a trigger to take any new...

• Assigning Conversations According to Their Form

  Overview Forms let you tailor the information you collect to suit the type of support request being submitted. You can use automations to build on that, by automatically routing new conversations that...

• Assigning Messenger Conversations Automatically as They Come In

  Overview If you are offering real-time support with Kayako Messenger, it is useful to set up a trigger to auto-assign all your Messenger conversations to teams, right when they start. To do this, you ...

• Assigning and Prioritizing Conversations Based on Subject Lines

  Overview In Kayako, you can create a trigger that auto-assigns conversations to a specific team or agent based on subject lines. You can build a trigger that will look for certain words in the subject...

• Tagging and Increasing Conversation Priorities That Breached SLAs

  Overview Once you have your SLAs set up and configured, you can build automation to bring any overdue conversations to the immediate attention of your team using either monitor or trigger automations....

• Notifying Assignee When Conversation Is Within Certain Hours of Breach

  Overview Once you have your SLAs set up and configured, you can build automation to bring any overdue conversations to the immediate attention of your team using either monitor or trigger automations....

• Sending Conversations With a Bad Satisfaction Rating to a Specific Team or Agent

  Overview In Kayako, you can create a trigger that auto-assigns conversations that received a bad satisfaction rating or a detractor to a specific team or agent. This article provides instructions on h...