Kayako

Alerts (Escalation)

Kayako’s Alerts (Escalation) feature enables automatic notification and prioritization of support tickets based on predefined conditions. It ensures that unresolved issues are promptly escalated to appropriate team members, maintaining service quality and responsiveness. This functionality minimizes missed SLAs and improves overall incident resolution efficiency. Escalation rules are customizable, allowing organizations to tailor alerting mechanisms to meet specific business needs, ensuring timely attention to critical customer support requests.

Automated Routing

Kayako’s Automated Routing intelligently directs incoming support tickets to the most appropriate agents or departments based on predefined rules. This feature ensures faster response times, balanced workloads, and improved customer satisfaction. It eliminates manual triaging by leveraging customer data, issue type, and ticket priority. Automated Routing enhances operational efficiency and ensures that each inquiry reaches the right resource for effective resolution within expected service levels and standards.

Community Forums

Kayako’s Community Forums foster user engagement by allowing customers to share questions, solutions, and best practices. These moderated spaces serve as collaborative hubs where users can provide peer-to-peer support, reducing direct ticket volumes. Community Forums enhance customer experience by building a knowledge-sharing culture and giving users a voice. They also help businesses gather insights, identify trends, and encourage user-driven innovation while reducing support team workload and response times.

Contract (SLA Management)

Kayako’s Contract (SLA Management) feature allows businesses to define, monitor, and enforce Service Level Agreements (SLAs) with precision. It automatically tracks ticket response and resolution times to ensure compliance with agreed service standards. Custom rules and escalations support timely interventions, improving accountability and customer trust. SLA Management within Kayako enhances operational transparency, enabling teams to meet customer expectations while delivering consistent, measurable, and contractual support performance across all engagements.

Customizable Branding

Kayako’s Customizable Branding feature allows organizations to align their help desk interface with company branding guidelines. Businesses can personalize elements like logos, colors, domain names, and messaging styles. This helps ensure a consistent customer experience and reinforces brand identity across all support touchpoints. The customization extends to customer portals, emails, and self-service areas, making the support experience feel like an integral part of the company’s unique digital presence.

Document Storage

Kayako’s Document Storage feature enables secure uploading, organization, and retrieval of essential files within support tickets and knowledge articles. This functionality allows agents and customers to access important documentation—such as manuals, reports, and policies—quickly and efficiently. It helps maintain a centralized, accessible repository that improves communication clarity, reduces resolution time, and ensures all relevant information is stored in context to support streamlined customer interactions and historical referencing.

Incident Management

Kayako’s Incident Management streamlines the identification, logging, classification, and resolution of service disruptions. It supports efficient coordination among support agents to restore normal service operations swiftly. With features like ticket linking, root cause documentation, and communication tracking, Kayako ensures that recurring issues are addressed systematically. This feature enhances service reliability, minimizes downtime, and allows businesses to proactively manage incidents while meeting SLA targets and maintaining high customer satisfaction.

Knowledge Base

Kayako’s Knowledge Base is a centralized, searchable repository of help articles, guides, FAQs, and troubleshooting content. It empowers customers to find solutions independently, reducing ticket volume and agent workload. Content can be categorized and updated easily, ensuring relevant, up-to-date information. The Knowledge Base integrates with the support portal, enhancing user experience and encouraging self-service while improving operational efficiency and promoting consistent, accurate responses to common support inquiries.

Known Issue Management

Kayako’s Known Issue Management enables tracking, documentation, and communication of recurring problems affecting multiple customers. This feature helps agents quickly identify related tickets and notify affected users about status updates and workarounds. It promotes transparency, reduces duplicate ticket submissions, and improves customer trust. By categorizing and consolidating known issues, Kayako allows teams to allocate resources efficiently and focus on long-term fixes, while keeping stakeholders informed and aligned.

Live Chat

Kayako’s Live Chat provides real-time communication between customers and support agents directly from the company’s website or help center. It facilitates quick resolutions, reduces wait times, and enhances user engagement. With features like typing indicators, chat history, and agent routing, Live Chat ensures a seamless and personalized support experience. It helps businesses offer immediate assistance, build stronger customer relationships, and proactively address issues before they escalate into tickets.

Macros (Templated Responses)

Kayako’s Macros (Templated Responses) enable agents to insert predefined replies into tickets or chats, reducing response time and ensuring consistent communication. These customizable templates can include text, ticket updates, and action triggers, streamlining repetitive support tasks. Macros improve team productivity by standardizing responses to common queries and minimizing manual effort. They ensure customers receive timely and professional information, improving service quality and enabling efficient handling of high ticket volumes.

Multi-Channel Communication

Kayako’s Multi-Channel Communication supports seamless interaction with customers across email, live chat, social media, phone, and web forms. It consolidates all conversations into a unified dashboard, providing context and continuity. This omnichannel approach enhances customer experience by ensuring agents have full visibility, regardless of the communication platform. It enables businesses to meet customers where they are, deliver consistent support, and respond effectively across diverse channels without losing track of interactions.

Self Service Portal

Kayako’s Self Service Portal empowers customers to find answers, track tickets, and engage with community content independently. It offers access to knowledge base articles, forums, and ticket submission tools in a branded, user-friendly interface. The portal reduces agent workload and encourages 24/7 support availability. It enhances customer satisfaction by offering control and convenience while allowing organizations to maintain a proactive support model that scales effectively with customer needs.

Social Media Integration

Kayako’s Social Media Integration connects support workflows with platforms like Twitter and Facebook, enabling real-time issue tracking and response from within the help desk. It consolidates messages and mentions into tickets, ensuring consistent engagement and faster resolution. This feature helps businesses manage their online presence, respond publicly or privately, and monitor sentiment. Integrating social channels enhances brand responsiveness and keeps all customer communications centralized and actionable.

Surveys & Feedback

Kayako’s Surveys & Feedback feature enables businesses to gather customer insights post-interaction through customizable satisfaction surveys. These tools measure service effectiveness, identify areas for improvement, and monitor agent performance. Feedback is collected seamlessly and stored within customer profiles for trend analysis. This continuous input loop helps organizations refine their support strategy, increase transparency, and ensure service quality meets customer expectations, contributing to ongoing improvements and customer loyalty.

Ticket Management

Kayako’s Ticket Management system provides a structured, centralized platform for tracking, assigning, and resolving customer inquiries. It supports categorization, prioritization, tagging, and status updates for each ticket, enabling efficient workflow management. Agents gain full visibility into conversations, history, and progress. This feature improves team coordination, maintains accountability, and ensures timely responses. Kayako’s robust ticketing capabilities are essential for delivering organized, consistent, and scalable support to meet customer expectations.