Articles

Take work off your team's plate by mastering Kayako's powerful, versatile automation tools.

• Understanding Automation in Kayako

  Overview Kayako has a suite of tools to help you automate the flow of conversations through your support team. Whether you want to set reply and resolution deadlines, automate conversation updates, sc...

• Trigger Workaround for Creating Help Center Articles

  Overview When it comes to having an automated email for any of your teams when an article is added in the Help Center, it is not possible to send automation when a new article is created. Reason being...

• Trigger Not Assigning New Conversations To The Required User

  Overview If you have created a trigger that should assign new conversations to yourself, a specific agent, or to the agent who has replied but the trigger is not working, there could be certain condit...

• Responding to Multiple Tickets with Same Response

  Overview Automations play an important role in keeping the lines of communication with optimal performance according to your requirements. For this purpose, macros cannot be used with the triggers at ...

• HTML Support for Macros in Android Application

  Overview This article provides information on the support of using HTML tags in the reply text when creating or editing macros in an Android application.   Information The usage of HTML formatting whe...

• Using HTML Tags in Macros for Formatting

    Overview When formatting text in a Macro's reply text area using HTML tags, some tags are not working properly when the Macro is applied to a conversation reply text box. Although the formatting wor...

• Disabling the Acknowledgment Email When an Agent Initiates Conversation

  Overview By default, Kayako is configured to send an acknowledgment email to a requester when they send us a new conversation. Unfortunately, this email is also sent when an Agent initiates a conversa...

• Building End-To-End Workflows with Automations

  Overview If you've perused our articles about SLAs and Escalations, notification, or assignment automation, you'll know that Kayako's automation features offer a lot of flexibility. With so many optio...

• Building Automation Conditions and Actions for Views, SLAs, and Reports

  Overview This article provides a concise summary of all the available conditions and their actions to build automation for views, SLAs and reports. Information When building automation, views, SLAs, o...

• Configuring Survey Based on Number of Tickets and Time Period

  Overview This article addresses the following common query: Under Monitor Conditions, is it possible to configure the Send Satisfaction Survey to be sent based on the number of closed tickets, and/or ...