Building a frictionless support hub for Kayako

We partnered with Kayako to modernize their help desk experience and make self-service the default. The project spanned UX, UI, and a lightweight front-end build focused on speed and clarity.

Client goals

1. Reduce ticket volume by making answers obvious in-product and on the web.
2. Improve time-to-answer for agents with better search and categorization.
3. Create a flexible knowledge base that non-technical teams can update.
4. Ship a performance-focused UI that feels fast on low-bandwidth connections.

What we built

1. Guided search and categorization
   A faceted search that ranks results by recency, popularity, and similarity, with clear article previews to prevent pogo-sticking.
2. Article template system
   Markdown-driven components for callouts, steps, and checklists so support teams can publish without design help.
3. In-product help drawer
   Contextual help surfaces related articles and quick actions (reset password, update billing) without leaving the app.

Results

1. 22% fewer repetitive tickets in the first 60 days as search quality improved and the in-product drawer launched.
2. Faster publishing: non-technical support leads could create, stage, and publish articles in under 10 minutes.
3. Happier agents: clearer categorization and previews cut average handle time for incoming tickets.

Kayako now has a support layer that feels as polished as their core product—and a team that can keep improving it without developer bottlenecks.