December 13

How to Respond to a Support Ticket in Kayako


Objective: to handle customer support tickets using the Kayako support system.

Note: The Kayako system must be installed on your server prior to following these steps.

STEP 1: Log In

  • Log in to your support system URL.

Log In

STEP 2: Select Ticket

After entering the system, you will be able to see how many tickets are overdue and how many new ones have come in as shown below.

  • Select either Overdue Tickets or the New Ticket number to jump to that section or you can choose View All to see the entire list of what’s new, pending and overdue.

Overdue tickets

  • Click the ticket you wish to reply to

Click ticket

STEP 3: Post Reply

  • Choose Post Reply Tab


  • Type Reply & Click Send

Send reply

STEP 4: Log Out

  • Using the Logout link in the upper, right-hand corner of the page, log out of the Kayako ticket system.


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