Editing or Deleting Notes for a User Account

Overview

When you add or create a user account in Kayako, you have the option to add a note to the user account. This note will be visible in all the tickets created under that user account to the staff users only. This means that every time a staff user is viewing a ticket from the said user account, the note will be displayed on the ticket.

Notes are useful when you want to post a special message or instructions for a specific user. However, notes can get obsolete, and you may wonder how to edit or delete a note. Deleting or editing a note for a user account requires you to go to the user's profile in Kayako.

This article provides instructions on how to edit or delete notes for a user account in Kayako.

Process

1. Log in to your Staff CP (e.g., https://<yourdomain>.kayako.com/staff).
2. Go the Users tab > Manage Users.
3. Search the user account you want to manage and click on it to open the user account profile.
   
   
4. Under the General tab, you will see the note(s) added to the user account. Hover your mouse on the note you wish to edit or delete.
   
   
   
   
   
   • To edit a note, select the edit icon . On the edit window, enter the new note > click Save when done.
   • To delete a note, select the trash bin icon . Click OK on the prompt to confirm the deletion.
5. Once you are done editing or deleting the notes, click on the Update button to save the changes.