We are test driving [url removed, login to view] for our support desk and need some help with basic configuration.
This is not a terribly complex task, I just don't have time to read all of the documentation right now, so am looking for someone to help me shortcut the process.
We'll almost certainly be deploying the full suite across multiple locations, so there are lots of opportunities for future joint work for the right candidate, if interested.
We will be using the hosted version of Kayako, so installation support is not required. I just need help with configuration. Specifically, I am looking for help with the following:
1) Setup of email piping. I'd like to create multiple support accounts (i.e. client-a-support@[url removed, login to view], client-b-support@[url removed, login to view], etc. and have those route to different teams within the system.
2) Customization of client interface. My understanding is that we can add a logo, etc. to the default web ticket interface - we'd like to do this.
3) Setup of SLAs. My understanding is that I can create rules which will guarantee that we meet certain benchmarks (i.e. escalate a ticket to me if it has not been answered after 18 hours elapsed.) I'd like assistance with this process.
4) Help with configuration of live support