Kayako Enterprise Help Desk & Customer Service Management

Kayako SupportSuite is an extremely robust suite of support tools that combines web and email based trouble ticket support with live chat, knowledgebase, download management, and even a built-in “troubleshooter” to provide users with a “step-by-step” walk-through of issue resolutions. There is also an optional mobile version of the application that integrates with the Support Suite and allows disconnected users to work with a “synced” instance of the company helpdesk, and then update changes when an Internet connection becomes available.

SupportSuite's user interface is well known for ease of use and fluidity using AJAX to reduce page load times and to provide the look and feel of a desktop application.

Additionally, Kayako allows the use of custom fields to collect and display custom data various processes such as ticket creation, billing entries, contacts, tasks, appointments and more. A number of different field types can be used, including radio buttons, check boxes, list boxes and text areas. Special custom fields can be created to accept input in proprietary formats through HTML. Custom fields allow the collection and maintenance of vital information without the need to reprogram or modifying the support desk. Fields can be arranged by group, validated with regular expressions and have extensive permission settings available.

Kayako has numerous advanced functions including:

Ticket and E-mail Management

• Departments – Kayako allows for an unlimited number of departments (such as Support, Sales and Billing) and the ability to enforce access permissions to each for individual staff users or across entire staff teams. Departments can be made either public or private (i.e. for internal purposes). Tickets can easily be moved between departments

• Statuses - Each ticket has a status (i.e. “Open”, “On Hold”, “Closed”, etc.). Administrators may create new and customize existing statuses, assign a status to a specific department or make a status available to all departments. Tickets within a department of a certain status can be listed directly from any area of the staff control panel using the department and status tree.

• Labels & Flags - Each ticket can have an unlimited number of labels attached to it and can be flagged with a certain color, allowing staff to quickly sort tickets physically (labels) as well as visually (flags). Administrator users may add, edit and remove flags via the administrator control panel. Labels can be created by all staff users, and using the department and status tree can be instantly filtered by label (across all departments) with a simple mouse click.

• Filtering - Staff users can define an unlimited number of search criteria and save it as a named filter. This filter can be made public (visible to and usable by all staff users) or private (usable only by the staff user who created it). The filter can then be instantly executed from the department and status tree; clicking on the filter's name will perform a ticket search according to the specific criteria, bringing all relevant tickets into view.

• Email Parsing - Kayako’s e-mail parser allows incoming e-mail messages to be automatically processed according to rules specified by an Administrator. SupportSuite can be configured to collect e-mail from POP3 or IMAP boxes, or messages may be routed directly to SupportSuite using forwarding aliases. The e-mail parser supports any number of rules (such as based on content, from addresses, file attachments, length and size) which determine how the system handles incoming e-mails both at pre-parse (when the e-mail content is being parsed) and post-parse (after the e-mail has been converted into a ticket) stages. Example actions include rejecting e-mail, automatically responding, changing ticket priority and changing department.

• SLA’s & Escalation Rules - Kayako SupportSuite brings enterprise standard workflow management to an organization’s support desk. Sets of department and working hours can be created on a weekly schedule, and SLA plans can be configured and enforced that correspond to these working hours. SLA plans are assigned to a department, to a user group, a user or to an individual ticket. Escalation rules can then be configured to perform a series of actions (such as changing a ticket's status, assigning the ticket to management and changing the ticket's priority) when a ticket becomes overdue according to the SLA plan. These integrated workflow features allow you to control response times and increase efficiency across your entire support operation.

• Automatic Follow-up Scheduling - SupportSuite can be configured to automatically perform certain actions after a specified amount of time has elapsed. For example, the ticket can automatically be moved to a different department, escalated to a higher priority or assigned to another staff user.

• Microsoft Windows & SMS Alerts - Support Suite includes several types of alerts and is packaged with InstaAlert, a desktop application for Microsoft Windows that resides in PC’s system tray and connects to the SupportSuite server. InstaAlert will notify staff users as to new tickets and ticket replies. A "pro" version of InstaAlert is also available at additional cost that provides more detailed ticket and department information. Each staff user can individually customize the way they are alerted about ticket actions using a rule-based alert system. For example, a ticket alert rule can be created to e-mail a particular staff user or all staff users when a ticket is created or when a ticket's priority is changed. Alerts can be sent via e-mail or by SMS to staff users' mobile phones.

Live Chat Support

• Windows Client Monitoring Application - SupportSuite is accompanied by a free Microsoft Windows Application that allows staff users to constantly monitor web site traffic, manage the support desk, and chat with clients and other staff users all from one location. Providing many configurable options, the LiveResponse Client Application can be fully customized to meet the need of each staff user/support desk combination. The interval at which site visitor data is retrieved can be customized, along with almost every other aspect of the application.

• Proactively Request/Force Chat - A "live chat" button can be placed on any page of your website as well as on the support desk home page. Visitors can request a live chat session, or a staff user can proactively request, or more aggressively “force” a chat with the visitor. Visitors only need a web browser to chat, and since the live chat system utilizes AJAX, no page reloads are required. Because chat requests are part of the webpage the visitor is viewing, they are not hidden by pop-up and ad blockers. Visitors may choose to decline the chat request.

• Staff-to-Staff Chats, Conferencing & Transfers - Multiple staff users can chat with a website visitor at the same time, and the live chat system also has the ability for staff users to hold their own chat sessions and conferences. Chats can be easily transferred between staff users logged into the LiveResponse Desktop Application, which allows for effective chat escalation (to higher level support technicians or management, for example) and redirection of queries.

• Intelligent Chat Routing - SupportSuite's round-robin chat queuing system manages incoming chat requests from site visitors. Chat requests will initially be sent to the first available staff operator that is not marked as busy or away. If after a specified amount of time the operator does not accept the chat request, it will be routed to the next available operator, until the request is accepted and a chat session has begun. You may also specify the amount of attempts the system should make to connect the visitor with an operator before requesting for them to leave a message using a special page.

• Predefined Responses - Maximize live chat support efficiency using predefined, or "canned" replies. Managed centrally in the support desk, canned responses are broadcast to all staff users running the LiveResponse Client Application and are available to them at the click of a button. Easily greet site visitors and field their commonly-asked questions without the need to type the entire response. In addition to standard textual responses, staff can also manage URL, image, and highlighted computer code (such as PHP, Java, or HTML) responses. These responses can be categorized by group, type, or however desired.

• Desktop Sharing - Staff users can easily share their screen through the user's web browser, guiding users through a complex task or perhaps giving a presentation. No third party software is required for a client to view the desktop of a staff user's PC in real time.

• Real-Time Visitor Monitoring - The LiveResponse Desktop Application provides real time visitor monitoring across your entire support desk and any page that displays the live chat button or (optional) visitor tracking JavaScript code. You can monitor user footprints (navigation history), the time spent on your websites as well as other detailed user information such as their country (represented by a small flag), screen size, browser, operating system, referrer and search engine information.

• Campaign Monitoring/Management - Easily see what search engine a visitor used to reach your site and with what search query (keywords) they used. Additionally, SupportSuite can be used to monitor and manage the performance of advertisement and referral campaigns. Administrators can easily set up a number of “link masks” that redirect to a destination page. Information about users who use this link to access the defined destination page will be logged. This information can be displayed in a series of in-depth reports that includes raw and graphical representations of data.

Self Help

• New Articles & Newsletter Management - Staff users can publish articles that will appear on the support desk home page and support desk visitors are able to subscribe to news articles by entering their e-mail address. When creating news articles staff may choose to send an e-mail newsletter out to the subscriber list, publish the article on the support desk or both. Articles can be syndicated via an RSS (Really Simple Syndication) feed made available to visitors on the support desk home page.

• Knowledgebase - Consolidate articles and FAQs using the knowledgebase module. Nested categorization allows articles to be organized intuitively in a tree-like structure for quick and easy navigation. Used in concert with the Tickets module, knowledgebase articles can easily be referenced when replying to a ticket with a few clicks. Articles can also be syndicated by category using RSS.

• Instant Response System - Kayako has developed an Instant Response System (IRS) to drastically cut down on the amount of support tickets submitted by users. This is accomplished by unobtrusively providing common solutions to problems before tickets are submitted. While a user is drafting their ticket submission, the IRS system will show them relevant articles that may assist them in solving their problem.

• Troubleshooter Wizards - Automate problem troubleshooting such as installation of software or hardware or configuration of devices using the troubleshooter module. Under normal circumstances, the user's request for instructions might end up as a costly support ticket. With a troubleshooter wizard, users can solve their problem on their own by following predefined steps, questions and (eventually) solutions.

• Download Management - Provide users with important files such as drivers, printable documentation and articles. Easily track how many times each file has been downloaded by users, as well as manage comments made by users for each file. In addition, files can be password-protected for security. Files can be uploaded from a staff user's PC or linked from an externally hosted file.

Organization and Information

• Mobile Access - A simple, intuitive web interface designed for the small screen size of mobile devices is provided for easy access to the support desk's Staff Control Panel from anywhere in the world. For those without uninterrupted Internet connectivity, Kayako offers KayakoMobile, a standalone add-on designed for Microsoft Window® Mobile devices that allows staff to take a snapshot of support tickets and store it on a mobile device, and synchronize changes back to the support desk whenever it is convenient. In addition, Kayako also offers specialized WAP (Wireless Application Protocol) access to the support desk.

• Teamwork - Staff users can manage private and public address books, calendars and task lists within SupportSuite. All team work data (the address book, calendar and task list) can be synchronized with multiple copies of Microsoft Office Outlook using an add-on product.

• Reporting - SupportSuite includes a powerful reporting system with a clear, intuitive interface for easy business intelligence and reporting functions. Reports include “drill-down” by time spans, departments and by individual staff users. Reports for tickets cover work reports (a daily diary of tickets handled), departmental summaries, service level reports (response time vs. SLA plan overviews) and response time reports. Reports for knowledgebase articles, troubleshooters and downloads are also available, detailing popular articles, rating reports and user comment overviews.

• LoginShare / LDAP / Microsoft Active Directory Integration - LoginShare enables SupportSuite's user authentication system to be easily integrated with many third-party product databases, preventing users from having to register at two locations. LoginShare modules can be easily developed and integrated with existing user databases. The LoginShare module also allows the support desk to be easily integrated with a LDAP database which enables any user directory product (i.e. Microsoft Active Directory, OpenLDAP, Oracle Internet Directory and Novell, eDirectory, etc.) to authenticate support desk users.

• Templates - The look and feel of the support desk can be modified with ease without the need to edit source code files. With different template groups, multiple "branches" of the support desk may be maintained, each with a different look, different ticket departments, user groups, LoginShare modules, knowledgebase categories and news articles.

• Multi-Language Support - SupportSuite is shipped with an English (U.S.) language pack, but the entire product, and all add-on products, can be translated into virtually any language. SupportSuite provides the ability for support desk visitors to select their language preference. Custom translations may be written and many common translations are already available in the Kayako community forums. Translations of SupportSuite may also be exported and imported as "language packs”.

• Customizable & Brandable - Kayako offers a low cost "branding free" license that allows the removal of the "Powered by Kayako SupportSuite" tagline and link, if desired.

CyberOptic Group is a Kayako Authorized Reseller and provides a full suite of Kayako implementation, customization, integration, and support services - And, at CyOp we use Kayako for our own helpdesk system, so you can always get the service and support you need!

We can also integrate Kayako's helpdesk and trouble ticket solutions with robust open source applications including Enterprise Resource Planning (ERP), Business Process Management & Workflow, Customer Relationship Management (CRM), and point of sale (POS) solutions.

For more information on how Kayako can help you increase your quality of service while lowering costs, please contact us or signup for a FREE Business Process Assessment.