Check out what's new in Kayako to help you deliver even better customer service.

Kayako 4.65

Released 24th February 2014.

Kayako 4.65 satisfies more than 400 customer votes and requests, with the following highlights:

  • Ability to split tickets (and duplicate tickets)
  • More variables now available to ticket notification email templates
  • Minor UI improvements to handle upcoming localization
  • More than 40 fixes and improvements

Here is the full list of new features, improvements and fixes in this update:

  • SWIFT-4072 - Implement sorting parameters for content in the REST API
  • SWIFT-4061 - Various typos to be fixed in 4.65
  • SWIFT-4059 - Staff API should dispatch a ticket's SLA plan ID and name
  • SWIFT-4058 - "Libyan Arab Jamahiriya" needs changing to just "Libya"
  • SWIFT-4055 - Make sequential ticket IDs the default on new setup
  • SWIFT-4048 - After upgrade to 4.64 knowledgebase search stops working until index is rebuilt
  • SWIFT-4030 - Ability to search within specific departments, statuses and owners in StaffAPI:Search
  • SWIFT-4027 - Attachment Retrieval does not support organic URL's
  • SWIFT-3990 - TinyMCE Upgrade (4.0.12)
  • SWIFT-3958 - Serbia and Montenegro should be displayed as different countries in Country drop down
  • SWIFT-3942 - Private ticket reply using mail parser rule sends an email to the end user too
  • SWIFT-3907 - Automatically strip # if included in the merge ticket ID field under edit ticket
  • SWIFT-3834 - Security issue
  • SWIFT-3833 - Illegal string offset 'staffname'
  • SWIFT-3787 - New Clientcss breaks the rendering of KB,News and Troubleshooter articles
  • SWIFT-3771 - Ticket is always created as unassigned when creating from staff API
  • SWIFT-3701 - Lower case 'K' in support center code causes Google crawl errors
  • SWIFT-3697 - DateSelect method - Months with 31 days appear two times in dropdown at last day of respective month
  • SWIFT-3667 - GetCalendarDateline method should always return time in GMT timezone
  • SWIFT-3641 - Style attribute is getting stripped off in ticket posts when viewing a ticket.
  • SWIFT-3608 - Inserting a news subscriber with a space at the end, causes an error "Invalid Data, Unable to proceed."
  • SWIFT-3478 - Rendering issue with Linked Select Custom Fields data
  • SWIFT-3452 - Autoclose query should have a limit
  • SWIFT-4158 - Language engine is being called without a language code for Admin/Staff CP interface
  • SWIFT-4122 - Increase width of salutation fields
  • SWIFT-4121 - Support center widgets should have fluid width
  • SWIFT-4110 - Escaped ' in language files are not escaped in when output in JavaScript
  • SWIFT-4109 - Style tweaks to accomodate localizations
  • SWIFT-4077 - Remove and fix some language codes from languagecodes.php
  • SWIFT-3402 - Edit Subject Field option should be available on ticket forwarding page.
  • SWIFT-3193 - Tickets are not searched on the basis of 'User' and "User organization" custom field using tickets advanced search
  • SWIFT-2982 - Class 'SWIFT_MIME_Exception' not found in __swift/library/MIME/class.SWIFT_MIMEList.php:80
  • SWIFT-2828 - Unified search does not work if we have any custom app installed in database which has been directly deleted from "_apps" directory.
  • SWIFT-2813 - Help desk only shows the last added sub department under the Tickets overview section on dashboard but not all.
  • SWIFT-2803 - Search in Staff CP (icon issue)
  • SWIFT-2338 - FROM address includes email queue addresses which are not linked with department
  • SWIFT-2288 - Wrong error message displayed when user tries to upload a file above the maximum allowed size
  • SWIFT-2193 - Option in Parser Logs to display which Parser Rule blocked the Email
  • SWIFT-1541 - Not all updates apply when updating "Linked Select" custom fields
  • SWIFT-1025 - Ability to unlink linked tickets
  • SWIFT-757 - Customizable and more flexible editing of ticket notification email templates
  • SWIFT-749 - clientcss template of default template group is rendered at Support Center, irrespective of template group is being accessed

Kayako 4.64.1

Released 17th December 2013.

A hotfix update has been released for Kayako 4.64 to address some additional cases where embedded images were not displayed in tickets.

  • SWIFT-3959 - Errors generated when Kayako displays inline images within some tags (like o, :p)
  • SWIFT-3883 - CSS bug causing extra padding in the support center
  • SWIFT-3783 - Support center ticket listing pagination padding issue
  • SWIFT-2099 - "cid" preventing inline image rendering in tickets in staff control panel
Kayako Download customers: If you use Kayako Case (formerly named Kayako Resolve), you will need to download an updated key.php file from my.kayako.com and replace the existing one on their helpdesk, as part of this update. If you don't you may get a "Product and license key mis-match" warning after updating your helpdesk.

Kayako 4.64

Released 10th December 2013.

Kayako 4.64 satisfies more than 150 customer votes and "want-this"s, with the following highlights:

  • Added the ability to unlink tickets directly from a ticket
  • Improved HTML ticket post processing and rendering (we have improved the way that Kayako handles HTML (particularly any malformed HTML) which comes into the helpdesk by email. Now, malformed HTML is less likely to break the interface of the helpdesk).
  • Performance improvements for support center searches - search is now much faster and better able to handle large knowledgebases
  • Automatically pre-fill live chat request form details if a customer is already logged in
  • For Kayako Download customers: PHP 5.5 compatibility

Here is the full list of new features, improvements and fixes in this update:

  • SWIFT-3960 - Increase the size of the ticket preview text
  • SWIFT-3879 - Live chat button to connect directly to Kayako for trial customers
  • SWIFT-3639 - PHP 5.5 Compatibility
  • SWIFT-3324 - Pagination support for API requests
  • SWIFT-2892 - Speed improvements for support center search
  • SWIFT-2742 - Better HTML Parser when enabling HTML ticket posts
  • SWIFT-1188 - Live chat fields (name, etc) should be filled in automatically if logged in
  • SWIFT-1025 - Ability to unlink linked tickets
  • SWIFT-3996 - Error is thrown when we do not pass _filterDepartmentID variable in URL during a live chat request.
  • SWIFT-3986 - Multiple organizations with same name and different attributes are getting automatically changed in user account.
  • SWIFT-3946 - TinyMCE 4 independent scroll is not functioning correctly
  • SWIFT-3889 - Add default <ol> formatting in the support center
  • SWIFT-3862 - customcss template does not load in live support interfaces
  • SWIFT-3858 - Undefined index: HTTP_HOST (./__swift/library/class.SWIFT.php:16)
  • SWIFT-3699 - HTML ticket posts when using strip tags render with malformed HTML
  • SWIFT-3615 - Due time reset when ticket is forwarded
  • SWIFT-3592 - When User Organization's name is changed after selecting an existing name in 'User Organization' at user creation time, Uncaught Exception Invalid data provided in .__swift\apps\base\models\User\class.SWIFT_UserOrganization.php:177 error is thrown
  • SWIFT-3491 - Duplicate settings in Admin CP after upgrading the help desk.
  • SWIFT-3457 - Exception is thrown when try to upload a file using Ticket Attachment API
  • SWIFT-3377 - No results found when advance searching for strings with special characters
  • SWIFT-3170 - Staff name in chat history is incorrect when 'open queue' mode is used
  • SWIFT-3159 - Ticket posts get shown with HTML entities (for chat and autoresponder)
  • SWIFT-3023 - Specifying a bad date format in Date & Time settings causes all hell to break loose
  • SWIFT-2958 - 'Cannot redeclare class SWIFT_Mail_Exception' (duplicated file)
  • SWIFT-2573 - Unified search only searches base knowledgebase categories, not child categories
  • SWIFT-2379 - Automatically add recipient to ticket (to CC list) when reply is received from email which is not currently in ticket recipient list
  • SWIFT-2299 - "Daylight Savings" calculation does not work for EST
  • SWIFT-2059 - Linked custom fields are not displayed in their correct order under advanced search
  • SWIFT-1486 - The +username gets stripped off from '[email protected]' address when email is fetched in the help desk
  • SWIFT-692 - Restricting live chat departments to specific user groups does not take effect
  • SWIFT-390 - Live chat stays 'Offline' for registered user groups in some configuraitons
  • SWIFT-3955 - Improved 'Pause' icon for ticket recurrence
  • SWIFT-3880 - Trial expiration or renewal due notice in the bottom of the admin control panel

Kayako 4.63.3

Released 13th November 2013.

Whoops, another hotfix update to Kayako 4.63 was released to fix an issue some people faced when viewing images in tickets.

  • SWIFT-3959 - Errors generated when Kayako displays inline images within some tags (like o, :p)
  • SWIFT-3883 - CSS bug causing extra padding in the support center
  • SWIFT-3783 - Support center ticket listing pagination padding issue
  • SWIFT-2099 - "cid" preventing inline image rendering in tickets in staff control panel

Kayako 4.63

Released 11th November 2013.

The latest round of fixes and new features, including the ability to include your customers in notification rules and the ability to pause and stop reoccurring tickets.

  • SWIFT-2099 - "cid" preventing inline image rendering in tickets in staff control panel
  • SWIFT-3884 - SwiftMailer library caching issue, sending same content in all attached files in email client
  • SWIFT-3879 - Visibility of live chat button for trial signed up clients
  • SWIFT-3863 - Amazon SQS issue while sending request to it
  • SWIFT-3832 - Issue with SLA rules considering multiple ticket priorities
  • SWIFT-3814 - Right to Left orientation of the HTML tag (dir=rtl) does not work
  • SWIFT-3809 - If a ticket is moved from resolved status to unresolved status, the default SLA is always applied
  • SWIFT-3807 - Improved ticket preview (QTip library) implementation
  • SWIFT-3270 - Correct SLA plan is not applied when a ticket is moved to a different department
  • SWIFT-3187 - Some SLA rules with multiple criteria are not triggered
  • SWIFT-3857 - Security Issue
  • SWIFT-3893 - Change the name of "Kayako Resolve" to "Kayako Case"
  • SWIFT-3097 - Chat logs doesn't appear in correct sequence
  • SWIFT-3036 - Timestamps incorrect when accepting a transferred chat
  • SWIFT-1386 - Notification rules should support notifying users on ticket events
  • SWIFT-704 - Staff users can configure notification for departments they do not have access to
  • SWIFT-665 - Ability to pause or remove the recurrence of a ticket

What's this new fangled What's New? format?

We aim to release smaller, more frequent updates to make sure the latest fixes and small improvements reach you sooner. These updates will arrive regularly, every two weeks. Larger, feature releases will punctuate this schedule.

So that we don't clog up this What's New? page with the fortnightly small updates, we will be arranging the smaller releases by month.

Kayako 4.62

Released 17th October 2013.

More than 50 improvements and fixes, including a whole host of reporting and KQL (Kayako Query Language) improvements and features, including the ability to total columns. This update also delivers security improvements, improved cross-site request forgery protection and speed and performance optimizations for live chat visitor tracking.

Reporting and KQL improvements

  • SWIFT-3146 - Data type based value rendering and exporting in KQL
  • SWIFT-2442 - Type casting for operands in KQL report statements
  • SWIFT-3746 - TicketID, ChatID and MessageID in Reports should be links
  • SWIFT-1955 - Ability to calculate grand total of the listed values in different columns
  • SWIFT-359 - Insert hyperlink of the ticket when using Ticket Mask ID field in report
  • SWIFT-3147 - Render tickets, chats and messages in reports as links
  • SWIFT-1153 - Criteria to view survey comments under Reports section
  • SWIFT-1889 - New permission to restrict staff to running reports only on departments they are assigned to
  • SWIFT-3793 - Billing reports should show time in hours, not seconds
  • SWIFT-3390 - Complex queries are not supported in GROUP BY
  • SWIFT-3817 - A report with a DISTINCT Keyword does not produce any result in build v4.60
  • SWIFT-3348 - Chat rating report does not return values in decimal.
  • SWIFT-3394 - Inline variables compiled into the SELECT clause include AS 'Alias Name'
  • SWIFT-3823 - Reports produce no results if field 'Tickets.Last Ticket Post' is used in the query.
  • SWIFT-3385 - KQL is dropping parentheses in complex KQL expressions
  • SWIFT-3410 - On using MySql DATE_SUB() or DATE_ADD() time functions in KQL, helpdesk ovelooks INTERVAL unit being used.
  • SWIFT-3220 - Linked Select MULTIGROUP issue
  • SWIFT-3803 - 'Tickets.Reply Due Date' field is showing incorrect date in reports
  • SWIFT-2865 - In complicated charts, some columns are missing
  • SWIFT-3425 - Undefined offset: 0 (C:/wamp/www/support/__swift/apps/base/library/KQL2/class.SWIFT_KQL2Compiler.php:2090)
  • SWIFT-2970 - Query mix-up in DeleteOnTicketView()
  • SWIFT-3754 - Offline chat messages are not shown, when report access is restricted by departments
  • SWIFT-3256 - Undefined variable: _SWIFT_ReportExportObject
  • SWIFT-3179 - Grouping reports data by custom fields in matrix report displays 'customfieldoptionid' instead of 'optionvalue'
  • SWIFT-3596 - Fix FusionCharts HTML markup
  • SWIFT-3824 - Unable to create a report on Ticket Tags when specify tag name after WHERE clause
  • SWIFT-2252 - Time zone conversion issues in reports

Security fixes and improvements

  • SWIFT-3682 - Implement CSRF prevention across all support center forms
  • SWIFT-3620 - CSRF check for support center ticket submission
  • SWIFT-3716 - Path disclosure security vulnerability
  • SWIFT-3630 - Staff logins should only support one concurrent session at a time

Other improvements and fixes

  • SWIFT-3461 - Rebuild cache tool should perform a total cache clear
  • SWIFT-3828 - Visitor footprint update performance and speed optimizations
  • SWIFT-3068 - Custom field values are not displayed in Kayako Desktop when a chat is started from a text link type tag
  • SWIFT-1613 - Text link tag cannot determine visitor's operating system
  • SWIFT-3051 - Some chats are not visible in Kayako Desktop
  • SWIFT-3794 - CSS causing overlapping for ticket notes when edited

What's this new fangled What's New? format?

We aim to release smaller, more frequent updates to make sure the latest fixes and small improvements reach you sooner. These updates will arrive regularly, every two weeks. Larger, feature releases will punctuate this schedule.

So that we don't clog up this What's New? page with the fortnightly small updates, we will be arranging the smaller releases by month.

Kayako 4.60

Released 4th September 2013.

Over the past few months, we have been crafting an updated control panel and support center design that is leaner, clearer and makes working in Kayako a more productive and enjoyable experience.

Kayako 4.60 is here – the biggest update yet, and a Kayako that is better than ever.

Find out more.

Kayako 4.61

Released 16th September 2013.

The latest fixes, including the ability to download phone call recordings (if you use Kayako Desktop to place or receive calls and click-to-call requests).

  • SWIFT-3789 - Custom CSS template Applicability Change for Support Center
  • SWIFT-3788 - S3 Library Secure Protocol (HTTPS) Support
  • SWIFT-3785 - 'Set Department' Phrase needs to be modified under Live Chat rule
  • SWIFT-3783 - Support center ticket listing pagination
  • SWIFT-3781 - Missing phrase in language files
  • SWIFT-3780 - Update <code> styling in support center and control panels
  • SWIFT-3778 - Superscript, subscript formatting needed in support center and control panel
  • SWIFT-3769 - Error while inserting News article if staff is logged in with 'Czech' language
  • SWIFT-3684 - Undefined variable: _staffID when adding ticket note
  • SWIFT-3668 - Ticket preview hover not disappearing
  • SWIFT-3634 - Time duration implementation on circle player
  • SWIFT-3633 - Download option for recorded calls.
  • SWIFT-3624 - Security issue
  • SWIFT-3530 - Ticket priority icons are no longer in use
  • SWIFT-2097 - Referrer URL gets trimmed in Kayako Desktop application resulting invalid URL.
  • SWIFT-1829 - Tag generator in admin control panel not needed in Kayako Case

Kayako 4.61.1

Released 8th October 2013.

A hotfix to address an issue some people faced while signing into Kayako Mobile apps.

  • SWIFT-3821 - Kayako Mobile sign in issues when no priority icon is present

What's this new fangled What's New? format?

We aim to release smaller, more frequent updates to make sure the latest fixes and small improvements reach you sooner. These updates will arrive regularly, every two weeks. Larger, feature releases will punctuate this schedule.

So that we don't clog up this What's New? page with the fortnightly small updates, we will be arranging the smaller releases by month.

Kayako 4.59

Released 5th August 2013.

A few fixes.

  • SWIFT-3653 - Undefined Index on API for newticketsubject
  • SWIFT-3646 - Remove database table export functionality completely
  • SWIFT-3194 - Notices and Warning in visitor xml
  • SWIFT-3167 - Uncaught Exception is thrown at support center if user tries to upload a file without extension using 'File' custom field type
  • SWIFT-3031 - Incorrect handling of attachments created via REST API
  • SWIFT-2759 - Error when editing tickets and further bug with creating user accounts
  • SWIFT-2276 - Not able to view numeric ticket id from Support Center ticket search.
  • SWIFT-1956 - Email Parsing - Date header

What's this new fangled What's New? format?

We aim to release smaller, more frequent updates to make sure the latest fixes and small improvements reach you sooner. These updates will arrive regularly, every two weeks. Larger, feature releases will punctuate this schedule.

So that we don't clog up this What's New? page with the fortnightly small updates, we will be arranging the smaller releases by month.

Kayako 4.58

Released 22nd July 2013.

A round of the latest fixes and improvements.

  • SWIFT-3585 - Cookie Protection - httpOnly Security
  • SWIFT-3533 - Blank contents within ticket posts
  • SWIFT-3519 - Live Chat code issue in third party websites on Mac systems.
  • SWIFT-3412 - New Client Reply rule for notifications works for the first reply only
  • SWIFT-3379 - When a Live Chat app is uninstalled or disabled from help desk, it throws an exception
  • SWIFT-3369 - In case we change the existing ‘Ticket ID Type’ from Sequential to Random or vice versa, new Client’s reply creates a new ticket in the help desk, instead of appending to its original ticket.
  • SWIFT-3050 - Activities performed from Mobile apps are not recorded in activity logs.
  • SWIFT-2945 - Notice generated when Ticket Type is set from 'NA' to an available Ticket Type
  • SWIFT-2830 - Password strength should not be displayed in Parser>Email queue settings
  • SWIFT-2606 - Ticket note notification should only be sent to people for who the ticket note is visible
  • SWIFT-2406 - Page jumps to top instead of opening link
  • SWIFT-2276 - Not able to view numeric ticket id from Support Center ticket search.
  • SWIFT-1952 - KQL table column whitelisting is not enforced in all cases
  • SWIFT-1747 - All calls are signed as "ended" in Chat Logs at Staff CP, even those that have not been answered
  • SWIFT-1541 - Few values are missed while inserting/updating "Linked Select" custom field
  • SWIFT-175 - The image of staff on the Live chat is not updated if the chat is transfered to other staff member.
  • SWIFT-3546 - HTML emails are parsed blank in help desk, if 'HTML Conversion (Rendering and Staff Notifications)' is set to 'No Processing'

Kayako 4.57.1

Released 16th July 2013.

Kayako 4.57.1 was released to address a critical security vulnerability that affects all versions of Kayako 4 up to and including 4.57.

Kayako 4.57

Released 8th July 2013.

The latest round of fixes and improvements, including:

  • SWIFT-3486 - Fields duplicated under 'Personalize' and 'Settings->General'
  • SWIFT-3472 - "mb_unserialize" function under "__swift/includes/functions.php" should display sanitized data in case of "UNSERIALIZE FAILED".
  • SWIFT-3461 - Rebuild Cache in admin cp should run full cache clear
  • SWIFT-3447 - Add autocomplete=off to appropriate form fields, like username and email addresses
  • SWIFT-3277 - Mime type problem with docx files
  • SWIFT-3103 - itu code search in class.Controller_Chat.php isn't correct for calls context
  • SWIFT-3028 - Description for User LoginShare Setting needs to be changed
  • SWIFT-3545 - Security issue
  • SWIFT-3494 - Issues when downloading files stored in subdirectories (on the server)
  • SWIFT-3012 - No entry in audit logs for the ticket notes, added via API
  • SWIFT-2977 - Illegal string offset 'staffid' (./__apps/livechat/admin/class.Controller_Skill.php:313)
  • SWIFT-2747 - Include ticket notes in searches
  • SWIFT-1754 - Korean characters are not displaying correctly in Staff CP

Updates and support for Kayako Download

To have access to the latest updates for your helpdesk, your license needs to be active. When you purchase a Kayako Download license, you have access to new releases, updates and support - for free. After that, you can renew your license for an additional year for just 40% of the original license cost.

Updates and support for Kayako OnDemand

Kayako OnDemand customers have access to all of the latest Kayako updates and customer support for as long as their account is active. Not only that, but your helpdesk will be automatically kept up-to-date.

What is the 'full changelog'?

This page provides a simple summary of what's new in each update. The full changelog details almost every single feature implemented and bug fixed in each update, and is tailored towards a more technical audience.

What happens to my customizations when I update?

All of your helpdesk settings and configuration (custom fields, email rules, departments, etc) will be preserved in each update. Occasionally, you may need to re-apply your template customizations.

Will template customizations be preserved when updating the helpdesk?

Occasionally we may make an update to a template (such as a CSS file, or the header template). When we do update a template you have modified, the template will be marked as upgrade required. When you upgrade the template, it will be reverted to its original state. You can then re-apply your customizations.

There's more!

We've only shown the most recent releases on this page. You can find an overview of all of our releases on the wiki and our blog.