Helpdesk innovation and better customer support with every update. Find out what’s new.

Measure live chat time-to-close more effectively

It is now possible to generate custom reports using live chat duration times data using Report Writer.

SLA and escalation rule detail in ticket audit logs

SLA plan and escalation rule actions are now recorded in ticket audit logs, for greater visibility into a ticket's lifetime.

Kayako OnSite improvements

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.

More than 30 fixes and improvements

And of course all of the latest fixes and improvements available for your helpdesk.

Full Changelog

Helpdesk insights delivered to your inbox, Kayako Mobile for Blackberry and much more

And to top it off, the latest improvements and fixes for your helpdesk.

  • Scheduled reports - schedule reports and have them delivered (HTML, CSV or Excel) straight to your inbox.
  • Kayako Mobile for Blackberry - our fourth supported mobile platform; stay connected to the helpdesk on-the-go.
  • New reporting engine - stronger, more reliable and adding support for new Kayako Query Language features.
  • More than 30 improvements and fixes - all of the latest security fixes and enhancements.
Open a report and click on the schedule tab

Helpdesk reports in your inbox

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.

Landed on the Blackberry*

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

The helpdesk is now available on the world's ultimate productivity device

Brand new under-the-hood reporting engine

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.

Not all tickets in all departments need a customer satisfaction survey to be sent.

Doing the leg work for you

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.

Full Changelog

More than 150 improvements and fixes, Kayako Mobile updates and new APIs

Kayako 4.51 brings Kayako Mobile updates and more than 150 improvements and fixes to your helpdesk.

More than 150 improvements and fixes

  • Kayako Mobile updates - from custom field support to support for the new iPhone 5 display, all of our Kayako Mobile apps have been updated..
  • New APIs - we have added REST API support for self-service, including news, the knowledgebase and the troubleshooter.
  • PHP 5.4 support - if you have installed Kayako on your own server, Kayako now supports PHP 5.4 (and requires at least PHP 5.3).
  • Security - all of the latest security fixes and enhancements.
Kayako Mobile running beautifully on the iPhone 5

Kayako Mobile looking awesome on the iPhone 5

Kayako Mobile for iOS has been updated to take advantage of the iPhone 5's larger new display. Now you can see more information and more ticket replies with even less navigation.

Custom field support for Kayako Mobile for Android and Windows Phone

You can now access the custom fields of any ticket on Kayako Mobile for Android and Windows Phone (iOS support to follow) - ideal for work in the field.

Open any ticket and access its custom fields
Full Changelog

Custom fields in reports, shorter live chat wait times, OnSite invitation codes and improvements for devs

Kayako 4.50 brings more than 150 improvements and fixes to your helpdesk.

Download customers: Third-party module compatibility
Kayako 4.50 introduces some major framework changes. If you have installed any customizations or third-party modules to your helpdesk, please test compatibility before upgrading your helpdesk, or check with your vendor.
Download customers: PHP 5.3 required, PHP decoders no longer needed
PHP 5.3 is now a minimum requirement (but PHP 5.4 is not supported at this time). Kayako no longer requires the use of a PHP decoder on your web server.
It is now possible to generate reports including your custom fields, with full autocomplete support.

Custom fields in your reports

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.

Improve live chat pickup times with open queue

We've added a new live chat queueing mode, open queue. When enabled, all available staff will be alerted to an incoming chat request at once. Kayako Desktop now displays a list of all pending and active live chats.

The live chat queue window in Kayako Desktop will be active when 'open queue' mode is enabled in the admin control panel. The queue shows all of the pending chat requests and the wait time, and lets other agents join the chat in conference mode.
Create invitation codes and send them to customers by email, over the phone or in a ticket using Kayako Desktop.

Kayako OnSite invitation codes

Kayako OnSite lets your team share control of a customer's computer in a click, during a live chat. It's now possible for a support agent to create a remote session invitation code (and link) which can be given to customers over any medium - chat, ticket or call.

More than 150 other improvements and fixes

  • Private ticket replies - staff can add new private replies to tickets which are hidden from the customer.
  • For developers - we have made a number of improvements and changes to the Kayako SWIFT framework.
  • Kayako OnSite speed improvements - it's now faster than ever. Substantial improvements to the speed and responsiveness of a remote desktop support session using OnSite.
  • New Kayako Desktop built-in browser - Kayako Desktop for Windows relied on Internet Explorer to render web pages and the helpdesk interface within the app. We've replaced Internet Explorer with a browser based on Chromium; smoother, faster and more stable.
  • Security - all of the latest security fixes and enhancements.
Full Changelog

More than 50 improvements and fixes

This update is largely a maintenance release, incorporating more than fifty improvements, fixes and the following highlights:

  • UserSearch API for user search based by email address and name
  • Automatic proactive live chat invitations will now remember if a user dismisses the invitation
  • Improved error handling in the admin control panel when using LoginShare

A faster and more responsive Kayako Mobile for iOS

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.

Slide-out navigation in Kayako Mobile for Android

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.

New UserSearch API

You can now search for users based on their email address using the new UserSearch helpdesk API.

Full Changelog

Updates and support for Kayako Download

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.

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.