User manuals

[Jamie Edwards]

Kayako SupportSuite User Manual (Staff, Admin and Installation)

• PDF (Adobe's Portable Document Format): click here

Kayako LiveResponse Client Application User Manual

• PDF (Adobe's Portable Document Format): click here

Kayako InstaAlert User Manual

• PDF (Adobe's Portable Document Format): click here

Kayako SyncWorks User Manual

• PDF (Adobe's Portable Document Format): click here

[Jamie Edwards]

Kayako SupportSuite Staff Control Panel User Manual

Revision #2

• Typo: Forwarding a ticket to the recipient defined
• Typo: A list of all predefined
• Typo: After spell checking is complete
• Typo: Listing all tickets that match a filter
• Typo: Tickets > organizing tickets > searching tickets > advanced search : "- exclude - by adding a plus [minus]"
• Britishism: Tickets > organizing tickets > ticket flags : "A ticket can be flagged with a flag of a certain colour [color]"
• Britishism: Tickets > organizing tickets > ticket labels : "A label can have a name and a colour [color]"
• Typo: Tickets > listing tickets > ticket listing area options and preferences : "Click on the Update button for the changes to take affect [effect]"
• Typo: Tickets > "Notes - staff-posted notes for view only able [by?] other staff users"
• Typo: General interface overview > dashboard > "a red icon if there is a newly updated ticket within the department or [a] yellow icon if there are new [no] newly updated tickets within the department"
• Error: general interface overview > Dashboard : "general interface overview" is in a different font than the rest of the following items.
• Typo: About this manual > "proceeding and proceeding"
• Missing item: Managing Files "Just as the root menu of Managing Categories, I feel this should be something similar as well and not empty"
• Typo: Managing Catgs > Viewing/managing "Well, not really a typo. It says: ..the filecategories .. May be you can have it as "file categories""
• Revise: Make language clearer: "Customizing multiple ticket lists like this lends hand to a very powerful mechanism for quickly sorting through tickets and correspondence."
• Add: Page numbers to PDF.

[Jamie Edwards]

Kayako LiveResponse Client Application User Manual

Revision #4

• Manual completed.

[Jamie Edwards]

Kayako SupportSuite Staff Control Panel User Manual

Revision #3

• PDF is now printer-friendly: better formatted page numbers, improved contents page.
• Revise: British to American Englishisms
• Typo: Live Support -> Tag Generator -> "Creating a Live Support status button (for an email signature) has the wrong graphic."
• Error: Tickets > organizing tickets > changing the status/priority of a ticket : Looks like the images on these pages are very grainy...
• Edit: Predefined>View and manage categories "Screenshot callout backsdrops"
• Suggestion: Using this menu, +approved comments can be mass-deleted and mass-unapproved.
• Error: Managing files > "the date selector at the end points to the teamworks' dynamic calendar instead of Kb's"
• Typo: The create ticket interface will be
• Revise: General interface overview > dashboard > department and ticket tree : should specify what you mean under "clicking on the name of a department will display all open tickets [that are under this department]"
• Suggestion: Managing files > "As you have been explained everything in detail, I suggest you can add an info box for "total downloads as well"
• Typo: "Clicking on the news tab"

[Jamie Edwards]

Kayako InstaAlert User Manual

Revision #2

• PDF is now printer-friendly: better formatted page numbers, improved contents page.

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #5

• Manual uploaded.
• All of the staff control panel documentation completed.
• Sections of the administrator control panel completed (Settings, Templates, Languages, Custom Fields)

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #6

• Full mail parser documentation and all rules and settings
• Full template and LoginShare documentation

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #6b

• How to set up cron jobs in cPanel, Plesk and Windows 2003.

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #8

• - Full upgrade procedures written.
  
• - Full import Impex procedures written.
  
• - Piping instructions for all transports and control panels including Windows
  
• - How to set up cron jobs on Plesk, cPanel, DirectAdmin and in Windows
  
• - Added some FAQs

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #10

• Full tickets documentation in administrator control panel (managing statuses, priorities, attachment types etc.)
• Diagnostics documentation
• Database documentation
• Scheduled tasks documentation
• Logs documentation
• Escalation rules documentation
• SLA documentation and explanation

97% completed.

[Jamie Edwards]

Kayako SyncWorks User Manual

Revision #1

• First release and completed, pending proof reading and further FAQs.

[Jamie Edwards]

Kayako SupportSuite User Manual

Revision #11

• General maintenance.
• Corrections reported up until now.
• Added a "How to use this manual" guide.
• Added system requirements.