Our ITIL module will help you improve the quality of your IT services and satisfaction level of your users.
This module consists of three parts: the Incident management, Problem management and Change management.

Incident management and Problem management

Categorization of the incidents using tags

1. To create a new tag, we need to log in to the Admin CP, choose Tag Configuration → Manage tags, click New.

Note: In the Manage Tags tab you can also delete or edit already existing tags.

2. Fill all the fields in and click Insert.

Note: When we create a new ticket, we can assign these tags to it. Also, we can categorize and find tickets using standard report functionality.

Creation of a problem from categorized incidents.

1. We want to create a new problem which will combine tickets associated by one incident. To do this, we need to log in to the Staff CP, and in the main menu choose Tickets → Manage Tickets.

Note: In the ManageTickets you can also delete or edit tickets.

2. In the sidebar menu, in the TAG CLOUD, choose tickets we want to combine. In our demo system, there are 2 tickets associated by one incident, select them and click Create new problem.

Tag Cloud, tickets combined with one tag, the Create new problem button.

3. Now we see the form of the problem ticket creation. As you can see some of the fields are already filled in. We fill all the empty fields in. Below, there are all insedents that we want to associate with the new problem ticket. Сlick Create to complete.

All insedents which are included to this problem, the Create button.

4. We have successfully created a new problem. There is a new tab called Incidents in this problem ticket, in this tab we can find information about tickets assigned to this problem.

The Incidents tab

5. Also, each incident ticket, assigned to a problem, now has the Problems tab with the information
about the problem it assigned to.

The Problems tab

6. Using the Connect to the existing button any incident ticket can be added to the already existing problem. To do this, we need to select the ticket that we want to add to the problem, click on the Connect to the existing button and select the problem to which we are going to add the ticket, and then click Update.

The Connect to the existing button

The Include Problem pop-up

Change management

1. First of all you should you should choose CAB members in the Staff profiles.

2.To initiate the change management procedure, we need to change the Problems department to the CAB Department. Click Update.

Note: Here you can also change Type, Owner, Status and Priority. 

3. Fill the Reason field in. Choose CAB members from Staff and Users. Click Submit.

Note: Once the status of the CAB request changes to Waiting for approval, Staff and Users assigned to this CAB request will receive a notification. CAB members can approve or disapprove the CAB request, using Staff CP and User CP, respectively.

3. To disapprove a CAB request In Staff CP, in the main menu choose Tickets → Manage Tickets. Open the CAB request.

We choose CAB request we want to disapprove (in Staff CP).

4. Click Disapprove in the General tab, type in the reason for disapproval, click Submit.

The Disapprove button

The Reason fo denial pop-up

5. To approve the suggested Change, just click Approve.

The Approve button

6. To disapprove the CAB request in User CP, in the main menu choose a new CAB tickets widget,
open the CAB request.

We choose CAB request we want to disapprove (in User CP).

7. Click Disapprove, then type the reason for disapproval in the field, click on the button again.

The Disapprove button and the reason for denial field.

8. To approve it, click Approve.

The Approve button

Note: If all CAB members, assigned to this CAB request, approve it, its status will be changed to “Approved”. And if all CAB members, or at least one, disapprove the change, the status of the CAB request will be changed to “Disapproved”.

9. If we want to display the Ticket Custom Fields of the incidents in the User CP, we need to open the
problem in Staff CP and choose the Incidents tab.

The Incidents tab

11. Click Copy in the column called Ticket Custom Fields.

The Ticket Custom Fields column 

Now (in User CP) we can see the information about ticket attached to this request.

Below you can find the video with the workflow of this module:

Please, check out the demo here:
Staff CP: http://itil.kayakodev.com/staff/
login: admin
pass: 111111

You are not happy with the way  Kayako sorts tickets? We want to present you Ticket Gravity Module, it is a new, rich and flexible way to sort tickets in Kayako! This module assigns a certain amount of points to each ticket (this amount depends on settings you will make) and then it sorts tickets by these points.

Staff CP

In Staff CP, you can sort tickets easily using the Gravity column.

The Gravity column

When you open a ticket you can see points assigned to this ticket in the Information box. In the Audit Log tab you can see how this points were calculated.

Points assigned to this ticket and the Audit log tab. 

Here you can see how the current score is calculated.

To highlight a certain ticket, you can use Manual Weight Correction (MW). Open the ticket you want
to highlight, click on the Edit tab, scroll down, find Manual Weight Correction (MW), fill its field in
with the points number that you want to assign to this ticket. Scroll up, click Update to save changes.

Here we can see that this ticket has only 86 points.

The Edit tab.

The Manual Weight Correction field.

The Update button.

We have changed the score, using Manual Weight Correction (MW). Now, when ticket has 786 points, we can find it easily.

Admin CP

Ticket Gravity settings:

1.  Priority

1.  Ticket Type

1. Last Customer Reply

1.  Customer’s Behavior

1.  Multiple Customer’s Messages

1.  Escalation History

1. My Tickets

1.  Manual Weight Correction

1.  Tickets submitted from live chat

1. FORMULA

Please, check out the demo here:
Staff CP: http://gravity.kayakodev.com/staff/
login: admin
pass: 111111

Got used to Google Shortcuts – get used to Kayako Shortcuts now! The HotKeys/Shortcuts module allows you to apply shortcut commands to the set of operations for ticket processing and ticket listing screen. Specify shortcuts for the actions provided as per your individual preferences and enjoy your workflow speed. The extension includes predefined actions like ‘Send Ticket’, and auto-completing workflow ones as well. All you need is to create a workflow action and to apply a shortcut command to it. You may find it very useful.

We are constantly adding new features to the extention.

The module lets you to apply Hot Keys for the following actions:
- Quick Update/Send Ticket
- Next Ticket
- Previous Ticket
- Print Ticket
- Mark as spam
- Delete Ticket
Navigate to:
- General Ticket Tab
- Reply Ticket Tab
- Forward Ticket Tab
- Edit Ticket Tab

Hot Keys Settings

The ‘Shift+?‘ short cut is designed to provide you with all Hot Keys combinations reminder.

‘Shift+?’ → Hot Keys Settings Reminder

Please, check out the demo here:
Staff CP: http://hotkeys.kayakodev.com/staff/
login: admin
pass: 111111

The Ticket Custom Auto-Response module will allow your Kayako system to send subject-related canned auto-replies to clients after they have just submitted a ticket. The response will be triggered if there is a word in a ticket that matches a special macros tag. The module is aimed at enhancing the ticket reply functionality, based on macros.

Below is the description how the module works:

- During a ticket creation (no matter via mail parser or from users CP) the system checks whether there are words that match special macros tags in the ticket text.
- The system counts how many words coincide and how many times each coinciding word is repeated in the text.
- If there is 1 match, an auto-reply is created from macro and sent to the client.
- If there are 0 or 2 and more matches, no auto-reply is sent, except standard auto-replies, if any.

Please, check out the demo here:
Staff CP: http://click2.kayakodev.com/staff
login: admin
pass: 123
User CP: http://click2.kayakodev.com

Instructions:
1) Create a new macro for ticket custom auto-response in the Staff CP. Fill in all fields in the General tab of the Insert Macro popup, as shown below:

Insert Macro popup: General

2) To assign the macro to a certain department, use the Department dropdown at the bottom of the Properties block in the Insert Macro popup.

Make sure you have specified tags in the top Add Tags field (there are two of them), as shown below on the screen:

Insert Macro popup: Properties

3) Submit a ticket from Client CP with the tag-word in the text (in Subject or Body). Don’t forget to select a proper department.

Submitting a ticket from Client CP

4) The macro-reply will be sent back automatically to the client if there was one match between the word and the tag.

The macro-reply is received

SupportPay is a plugin module which allows you to charge your customers for support calls and ticket resolution. The existing users’ accounts are used as an existing base for extra information on their credit levels: ‘minutes‘ or ‘tickets’. Here the last are payment units that have to be purchased by users to pay for a single ticket or chargeable time on it.

Key Features:
-          Simple Installation
-          Bill for both Tickets and Live Support
-          Supports many currencies
-          All Payments are automatic
-          Track customer credit levels automatically
-          Sell ‘Minutes’, ‘Tickets’ or ‘Packages’
-          Clients can be their own Account Managers
-          Affiliate bonus system for signing up others
-          Pay your staff commission
-          Built-in reporting
-          Integrate with WHMCS
-          Handle Tax Calculations
-          Regular Billing Agreements (Recurring Billing)
-          Pre-Approved Credit Card Payments
-          Simple upgrade path from SupportPay or TicketPay for SupportSuite

 Below is the description of some module features:

For Staff

With the SupportPay module your existing ticket handling workflow will be the same as it currently is. The only real change is that your staff has an option to check a user’s credit levels before working on a ticket.

View users’ lists with info on minutes and tickets credits they currently have, the number of affiliates that were signed up and an account manager, if any.

User Credits

View a client’s entire history of payments and use of credits.

Staff View of Credit History

For Users

The module also provides new experience for users, allowing them to have an access to the billing system from their accounts. Now users will have extra information about which tickets have been paid for, their current credit limits and payment transactions. Still the user workflow has one important change – credits must be purchased by users.

User front page provides very simple, easy-to-use widgets to manage payments that become accessible after a user has logged in.

Client Controls

 Click on the View Ticket Payments button in the Payments tab navigation menu to look through your payment history.

In a new page user’s current credit is displayed. The grid shows the most recent payments made by a user. A small control with Dates on the foot of the page allows clients to Print their own account statements. The Purchase buttons, placed below (which can, of course, be customized), enable to get more tickets, minutes or packages.

Payment History

Our brand-new asset management module for Kayako features an extended functionality which allows for a hierarchical arrangement of assets based on a variety of properties, such as type, group, model, status or organization. Moreover, this module lets you create parent-child relationship not only for assets but for organizations, too.

Managing Assets

1. Upon installation you will see a new tab in the top navigation bar called Assets. Click on it. Then click on Manage Assets on the left-hand side. Now you should see the main asset management dashboard
shown below.

2. Use the Delete button to remove the assets that you’ve chosen by ticking the check-boxes on the left of
any asset in the list.

3. In order to edit assets, click on either Edit or the asset’s name itself. You’ll be presented with all the info related to the asset being edited. You can change information in any of the boxes, however, make sure you click on the Update Asset button to save your changes.

Note: Use the Parent Asset box to assign the asset to another one as its child. The parent-child
relations between assets are shown in the Links tab.

4. Click on Location to edit/view information regarding the asset’s location.

5. When scrolling down the page, you will also see the information about a company, the asset is assigned to if any. This info is only editable from the Manage Organizations page located at Users > Manage Organizations.

6. Further down the page you can see and edit all the inventory-related data as shown below.

7. Click on Update Asset to save all the changes you’ve made.

Managing Assets in Bulk

1. Select assets you need to manage by ticking their check-boxes. Once ticked, the Mass Action tab appears in a pop-down.

2. You can change either an organization, site or status of the selected assets. Start typing in a box to
trigger an auto-suggest feature or use a drop-down menu to choose a necessary value.

Note: The Site box is available to select only if a chosen organization has a child organization.
The parent-child relationship between organizations are set in the Parent Organization box
located at Users > Manage Organizations > [Organization Name] > Parent Organization.

Using Search Filters

Your asset management dashboard is equipped with powerful search features.
1. Use the top Search box to type in the required asset’s name, or any search query the asset’s name may
contain.
2. You can narrow down your search by filtering your assets based on Organization, Site, Type, Group,
Model and Status.

Note: The Site drop-down is available only after an organization is specified. The Group and Model boxes become available for selection after consecutive filling of the Type and Group boxes, respectively.

3. Use the Clear search fields button to reset your search parameters.
4. Click on Convert to CSV to convert your asset list into a CSV file.

Creating New Assets

Note: Before creating a new asset, you may want to make sure that an appropriate type, group
and model to be assigned to the new asset, are already registered in the system. Otherwise, we
prompt you to go ahead and create these values in the first place starting with Types, then going to Groups and finally to Models. You won’t be able to create a new type, without assigning it to any of the existing groups, and you won’t create a new group without linking it to an existing type.

1. Click on Types, and then on the New button.

2. Specify the type’s name, select its status and enter an optional description in the bottom text area. Click on Insert Type.

3. Go to Groups now. Click on the New button in the right-hand side of the screen.

4. Specify the group’s name, choose its status and assign a type to it. Just start typing the type’s name and select an appropriate type from a drop-down with auto-suggested options. Do not forget to click Insert Group at the end.

5. Clicking on Insert Field will result in a new ‘custom’ field appearing below. You can select whether this field is a required one or not, by using a drop-down on the right of the field. Use the “bin” icon to delete fields. You can add as many new fields as necessary.

6. Go to Model and click on the New button. Specify the model’s name and fill out the rest of the form. The Group box is required to be filled in. Click on Insert Model.

7. Go to Insert Asset and click on the New button. Fill out the asset form. Specify the asset’s parent asset by using an auto-suggest feature when typing in its name if necessary. Use the Location and Notes tabs to enter information about the asset’s location or leave a related note.

Assigning Assets to Users

1. Click on Users in the top navigation bar, and then choose Manage Users. From the list of users registered in your system, pick one you want to assign assets to and click on their eMail address. You will see a new Assets tab among the usual user editing options. Click on the tab.

2. Start writing an asset name in the Asset Name/Mac box and you’ll be presented with automated suggestions of the existing assets. Select the one you want to assign to the user and click on the plus icon to the right of the asset search box. Click on the Update button to assign the selected asset to the user.

Assigning Assets to Tickets

Assets can be assigned to a ticket when the ticket is being created. Check out the new Asset Name/Mac search box. Use the search box to choose an asset and assign it to the ticket.

When managing the ticket, there will be a new tab called Asset. Click on it to see what assets are assigned to the ticket.

Use the bin icon to the left of the asset name to delete the assets assigned to the ticket being managed.

Our Timer Module for Kayako help desk allows for increased accountability and thus productivity of your employees, as it keeps a log of time your staff members spend processing tickets. A great addition to your help desk to keep your employees motivated at all times! You may also want to check our mobile version of Timer Module.

Check out our demo for the Timer Module

URL: http://timer.kayakodev.com/staff

User: admin

Password: 111111

The four items in the frame are the settings to be configured for Timer Module.

This is what you would see provided that you chose both the timer and pause button to be shown to users. The time you spend working on the ticket is logged under the Billing tab.

Every time interval gets logged under the Billing tab either when you leave or refresh the ticket management page.

Apply rich text formatting in your tickets to make sure your message is delivered in the most user-friendly manner. The WYSIWYG editor is very easy to use and will help you make the most out of your ticketing system!

WYSIWYG editor for Kayako.