Download Kayako

Overview If a user forgets their password, they have an option to reset it from the sign-on screen through the Forgot password link. Admin users can also send the password reset email to the user. However, users may report that they are not receiving the password reset email. Diagnosis The most common causes of this issue are the following: The user's spam filter is capturing the password reset email. The user is logged in to the wrong email account. A possible system issue with Kayako. Back to top Prerequisites You need an admin account with the "Create and update users and organizations" permissions to send the password reset email. Back to top Solution A. Check Email Account and the Spam Folder Before proceeding with the rest of the solution, make sure that the user is logged in to the right email account. Kayako sends the password reset email to the registered primary email address of the user, in their Kayako profile. Then, ask the user to log in to the right email account and checked their spam folder first. If the email is in the spam folder, ask them to mark it as "not spam" to avoid having the same issue in the future. Or contact their email admin for further assistance in unblocking the emails from Kayako. If the email is not in the spam folder, proceed with resending the password reset email again. B. Resend the Password Reset Email Log in to your Kayako instance. To access the administration area, click on the gear icon at the lower-left corner. Under Team Settings, select Agent directory. Locate and click on the user. Use the Type to filter field to search for the user. NOTE: Step 1 - 4 will only allow you to see staff users (agents and admins). If you wish to search for customer accounts, you can skip steps 1 to 4 and use the unified search function in the upper-right of Kayako. Alternatively, you may view or search all users under your instance by going to the direct URL (change [yourdomain] with your actual domain name) Click on the arrow in the top-right of the window, next to the New Conversation button. Select Send password reset email. NOTE: If the user is still unable to receive the password reset or verification email, it may be an issue with the Kayako platform which needs to be escalated to the infrastructure team. Proceed to report the issue to the support team. Back to top Confirmation When you initiate 'Send password reset email', the user should receive an email to their registered email address similar to the sample in the image below. Back to top

Take your helpdesk and your customers with you If you’re using our latest version, then try out the new Kayako App by clicking here.Kayako for Android lets you take your customers with you so great customer service can continue - even out of the office.Agents and managers can stay connected to their Kayako Helpdesk and keep their finger on the pulse. Whether working from home, in a meeting or in a coffee shop, the best mobile customer service experience is just a tap away.Kayako for Android has been rebuilt from the ground up for speed and usability, with a cleaner, clearer look.Kayako for Android requires Kayako 4.60 or later.Features:• Access all your departments and tickets• Reply to tickets, update ticket fields and add notes• View custom fields and file attachments• Support for ticket time tracking• Star tickets for quick reference• Offline caching lets you view fetched tickets when offline• Search for tickets across the helpdesk• One-tap access to saved searches (filters)• Support for ticket macros to fly through tickets

Overview This article provides information regarding the meaning of each of the message status indicators shown in Kayako tickets or conversations. Information From the conversation or ticket timeline, you can quickly check the status of any message you have sent to your customers. Above each sent message, you will see a status indicator, as shown in the image below: Hover over the indicator to determine when the message's status changes. The below table explains the several possible statuses: Message Status Icon Meaning Sending... N/A Kayako is sending your message. Failed Something went wrong while sending your message. You will have a chance to resend your message. Not Sent Your message has reached Kayako's API but has not been sent to the customer yet. Sent Kayako has successfully sent your message to the customer. Delivered The customer has received your message, but they have not read it yet. Bounced Something blocked the message from being accepted on the customer's end. Hover on the status indicator. Hover over the time. ​ Then it should show more details about the rejection. When an email is bounced, the status of a ticket is changed from Completed to Open. Seen The customer has opened your message. NOTE: If for some reason the message status indicator is not changing or not working at all, please see the Message Status Indicators Not Working article for more details.

Using Placeholders to Insert the Latest Previous Public Post in Agent Replies Overview You can modify the Reply email template to include thelast three previous public posts of a conversation in an agent's replyand use placeholders to customize the message content in yourrep... Using Placeholders to Customize the Notification Email Sent to a Conversation Assignee Overview You can create a trigger that sends an email notification toa team member that a conversation was just assigned to them. You canuse placeholders to customize the message content in yournot... Using Automation and Placeholders to Acknowledge New Conversations Overview You can create a customized trigger to send an auto replynotification informing the customer that you successfully receivedtheir email and created conversation. You can tweak the acknowledg... Sending Custom Satisfaction Survey Using a Different Language Overview Kayako comes with default automation that sends out CustomerSurveys 24 hours after a conversation has been completed. Thisdefault survey is sent in English. This article explains how you ca... Restoring the Default Email Template Codes Overview If you have replaced or customized the email template codesor may have accidentally deleted it and you want to restore theoriginal or default code, you need to paste the default code back i... Removing or Changing the Email Footer Message in Kayako Overview By default, any email that Kayako sends (notifications,replies, etc.) has a branded footer at the bottom. This articleprovides the steps to change this text to match your needs. Diagnos... Private Notes Are Not Private Overview You notice that your customers mention things that were onlydiscussed internally in Private Notes. You would like to know whycustomers are able to read the Private Notes attached to theirt... Placeholders for Customizing Email Templates, Macros, and Notifications Overview In this article, we've put together a reference table thatlists and categorizes all of Kayako's placeholders, to help you findthe right placeholder for the right situation. At the end of th... Customizing the Email Templates Overview You can customize Kayako’s email templates for yourreplies, notifications, and satisfaction surveys. At any time, you mayedit or modify the content of the email template to match yourbrand... Changing the Greetings in Kayako's Notification Emails Overview You would like to modify the greetings that appear inKayako's notification emails to change them from starting with Hi andending with Cheers. You are aware that the greetings are part of th...

Demonstration End UserLicense Agreement This Demonstration End User License Agreement ("License”) is a contract between you, the individual installing, accessing or commencing the use of the Software, materials, and/or services (“Licensee”), and MessageOne, LLC ("Licensor"), and governs the use of the Software. The License granted hereunder is conditioned upon Licensee’s acceptance of the terms set forth herein.For purposes of this License, “Software” means the demonstration version of the Kayako software, any third party software and any online or web-based functionality licensed by Licensor to Licensee pursuant to this License.IMPORTANT NOTICE -- PLEASE REVIEW CAREFULLYIF LICENSEE DOES NOT ACCEPT THE TERMS OF THIS LICENSE, LICENSEE SHOULD NOT ACCESS THE SOFTWARE. THE USE OF THE SOFTWARE INVOLVES DOWNLOADING AND INSTALLING CERTAIN THIRD-PARTY SOFTWARE OR CHROME EXTENSIONS. SUCH THIRD-PARTY SOFTWARE MAY GATHER INFORMATION REGARDING HOW LICENSOR INTERACTS WITH THE SOFTWARE. LICENSEE ASSUMES ALL RISKS ASSOCIATED WITH THE DOWNLOAD AND INSTALLATION OF SUCH THIRD-PARTY SOFTWARE.THE SOFTWARE IS FOR DEMONSTRATION PURPOSES ONLY. LICENSOR MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE SUITABILITY OF THE SOFTWARE FOR LICENSEES SPECIFIC NEEDS. THE SOFTWARE AS ACCESSED FOR DEMONSTRATION PURPOSES IS CONFIGURED TO SHOW THE GENERAL CAPABILITIES OF THE SOFTWARE. THE SOFTWARE PERFORMANCE MAY VARY DEPENDING ON LICENSEE’S CONFIGURATION REQUIREMENTS AND OPERATING ENVIRONMENT. LICENSEE IS SOLELY RESPONSIBLE FOR DETERMINING WHETHER THE SOFTWARE MEETS THE REQUIREMENTS OF LICENSOR.1. LICENSE, INSTALLATION AND USE: If Licensee accepts this License, and as long as Licensee complies with the terms of this License, Licensor grants Licensee a non-exclusive and nontransferable license to access and use the Software in machine-readable form on any Licensee device for demonstration and evaluation purposes only, subject to the limitations and restrictions set forth in this License. Licensor makes no guarantee of access to the Software and may terminate access without warning.2. TRANSFER: Licensee may not sell, rent, lease, loan or sublicense the Software.3. LIMITATIONS ON USE: Licensee agrees not to, and not to permit others to, directly or indirectly (a) reverse assemble, reverse compile, or otherwise reverse engineer or attempt to derive the source code of all or any part of the Software, (b) copy, modify, translate, alter, change, or collect information that can be used to create derivative works of all or any part of the Software, (c) download, copy or collect information that could be used to copy all or any part of the Software, or access or use all or any part of the Software for any purpose other than for the evaluation and demonstration of the Software.4. OWNERSHIP OF INTELLECTUAL PROPERTY: Licensor reserves all rights in the Software not expressly granted to Licensee in this License. Licensee acknowledges and agrees that Licensor or its third-party licensors own all rights, title and interest in and to the Software (including, without limitation, all software, code, interfaces, text, and graphics incorporated therein and any related user guides and documentation), the trademark Kayako, the URLs, and other marks related to Licensor’s products and URLs such as and the trade dress, and look and feel of the Software,

Double-edged sword, as the initial setup and customization can feel like navigating a labyrinth, often demanding specialized technical knowledge. This complexity contributes to another drawback - the cost. Starting at $50 per user per month, it's a significant investment, especially for smaller businesses.This leads us to the ideal user - enterprise-level organizations deeply rooted in the Microsoft ecosystem and with complex customer service needs. These businesses have the resources to navigate the initial learning curve and leverage the software's full potential, integrating it with existing systems and maximizing its robust features. For them, Dynamics 365 becomes a centralized powerhouse, streamlining operations and offering valuable insights to elevate customer service. However, smaller businesses or those seeking a simpler, more budget-friendly solution might find themselves better served elsewhere. Show more Freshdesk Front Gorgias HappyFox Help Scout HubSpot Service Hub Intercom Jira Jitbit Kayako LiveAgent LiveChat Salesforce Service Cloud ServiceNow TeamSupport WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...