Articles

• Managing Customer Organizations

  Overview If you provide support for businesses, you will often end up talking to more than one person at the same company. To give you a clear view of what a particular company is struggling with, it'...

• Grouping Your Staff (Agents) into Teams

  Overview You can use teams to organize your agents into functional groups, that reflect your company's organization. That makes it really easy to assign incoming conversations to the team that can bes...

• Getting Help from Beyond Your Support Team with Collaborators

  Overview The collaborator user role in Kayako enables you to loop in people (e.g., a third-party person or someone outside your company) from beyond your support team to get expert help responding to ...

• Exporting Users and Organizations Information Using API

  Overview There's no built-in feature in Kayako that would allow you to export users and organizations directly into a document file. However, you can use the API to retrieve the information in JSON fo...

• Error: 'The value of the field is already used for another resource' When Adding a New User

  Overview When trying to create or add a new user in Kayako, you may receive the following error 'The value of the field is already used for another resource' which prevents you from completing the tas...

• Enabling Single Sign-On (SSO) to Log In Using Remote User Authentication

  Overview If you don't want your user to set up a separate login credential for Kayako, you can enable single sign-on (SSO) authentication. This method checks your users' credentials against a remote a...

• Disabling the Two-Factor Authentication

  Overview In Kayako, you can add an extra layer of security to your user account by enabling two-factor authentication (2FA). You can disable this feature at any time from your profile page in Kayako. ...

• Disabling a User Account (Staff or Customer)

  Overview From time to time, you might need to shut down a user account, without removing them or their conversations permanently. For these situations, Kayako's Disable user feature comes in handy. NO...

• Deleting an Organization Note via API

  Overview There is no option in the Kayako UI to remove or delete notes added to organizations, but it is possible using API (Application Programming Interface) calls. In this article, we will cover th...

• Deleting a User Note via API

  Overview You have added a note to a user account and want to know how to remove it. Prerequisites To delete a conversation note, you will need an administrator account. Skills and knowledge of API (Ap...