It is now possible to generate custom reports using live chat duration times data using Report Writer.
SLA plan and escalation rule actions are now recorded in ticket audit logs, for greater visibility into a ticket's lifetime.
We're continuing to improve the one-click remote desktop support app in Kayako. This update brings improvements to CPU usage and also improves usability in situations where administrator privileges are required t o run Kayako OnSite on the customer's computer.
And of course all of the latest fixes and improvements available for your helpdesk.
And to top it off, the latest improvements and fixes for your helpdesk.
Now you can schedule your helpdesk reports (even your custom reports, created using Report Writer) to be automatically run and delivered to your inbox in CSV or Excel. Ideal for daily overviews, meeting preparation, resource reports and even todo lists.
Available on iOS, Android, Windows Phone and now Blackberry, you can stay connected to the helpdesk wherever you are with Kayako Mobile. Kayako puts the helpdesk wherever you are. Available on the Blackberry World.
* Don't worry; the Blackberry survived
Reporting power-users will be familiar with the Report Writer and the Kayako Query Language. We have rewritten the engine which powers KQL; it is now more robust, more scalable and introduces support for handy new syntax and shortcuts. You won't need to make any changes to your existing reports.
Kayako can automatically close tickets when you don't hear back from the customer. A new option has been added to auto close rules which suppresses customer satisfaction surveys from being sent at the same time.
Kayako 4.51 brings Kayako Mobile updates and more than 150 improvements and fixes to your helpdesk.
Kayako 4.50 brings more than 150 improvements and fixes to your helpdesk.
You can now include custom fields from tickets, chats, users and organizations in your reports. We've built comprehensive autocomplete support for custom fields into Report Writer, making building your custom reports using KQL even easier.
This update is largely a maintenance release, incorporating more than fifty improvements, fixes and the following highlights:
Kayako Mobile 1.1.0 (released June 2012) introduces some fundamental under-the-hood changes, bringing with it substantial improvements to speed, responsiveness and general feel of app.
You now have one-tap access to various filtered views, making the most relevant information easier and quicker to access - wherever you are in the app.
You can now search for users based on their email address using the new UserSearch helpdesk API.
To have access to the latest updates for your helpdesk, your product updates and support subscription needs to be active. When you purchase a Download license, we provide you with six months free. After that, you can renew your license for twelve months for just 40% of the original license cost.
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.
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.
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.
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.