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3.60.00 Release Candidate 1 available now

Posted by Jamie Edwards on July 3, 2009 – 12:35 am

We’re pleased to announce that 3.60.00 Release Candidate 1 is now available for download from the Members’ Area (https://members.kayako.net). The correct file to download is the one marked ‘3.60.00 UNSTABLE.’

The build resolves more than 70 bugs, important security issues and introduces several new features, including:

  • Multibyte ticket searching.
  • iconv/mbstring switch for e-mail processing.
  • Support for Microsoft’s MHT format.
  • Recursive attachment parsing of .EML attachments.
  • .. and much more.

We are offering a free month’s support and upgrades or a free InstaAlert Pro license to early adopters of our Release Candidate build.

For more information, please see the release thread: 3.60.00 Release Candidate 1 available now

We are looking forward to your feedback!

Comments on this post: 0 | Filed under Development, LiveResponse, Releases, SupportSuite, eSupport

Follow us on Twitter - @kayako

Posted by Jamie Edwards on June 4, 2009 – 7:57 pm

The good folks at Twitter have allowed us to change our handle to @kayako

We have retired our old handle, @kayakoteam. Twitter have informed us that everyone’s ‘follow’ will be updated automatically, but do make sure that you are following the correct one.

Thank you, and we hope to see you on Twitter!

Comments on this post: 0 | Filed under Company

WebHostBootcamp - a free virtual web hosting conference and exhibition

Posted by Jamie Edwards on June 1, 2009 – 11:19 pm

WebHostBootcamp is a first of its kind, virtual exhibition for ISPs, web hosts and associated vendors. Registration and tickets are free, but spaces are limited. The event runs from the 2nd June to the 26th June.

A number of presentations will be run, including seminars about web hosting and the law, pitching to investors, brand and web presence building, social media, content writing and customer relationship strategies.

We think that WebHostBootcamp is a fantastic idea. Travel and conferences have recently been one of the first things to be cut back by small and medium businesses in the web hosting industry. WebHostBootcamp offers a novel way for providers and vendors in the industry to get together, share ideas, present and to pitch without having to travel the globe.

In economic times such as these, sharing ideas, learning new things and innovation has never been more important.

With a number of customers in the ISP and web hosting industry, it is fitting that Kayako are proudly sponsoring the event, and we hope that you will be attending some of the presentations. Attendees will find be able to find a discount code for new Kayako licenses in our ‘booth’.

Comments on this post: 0 | Filed under Company

SWIFT4 framework: A brief overview of what’s new

Posted by Jamie Edwards on May 29, 2009 – 9:57 pm

Over the last few years, we have seen a huge increase in the number of community development projects, shared extensions and a rise of third-party companies specialising in customization services for Kayako support desk software. From iPhone applications to big screen ticket monitoring modules, there are more third-party products and services available to supplement your Kayako support desk than ever before.

We frequently receive comments from developers who are extremely happy with SWIFT3, our own framework on which we have built our support desk solutions. They tell us that the simplicity of the code makes it very easy to extend their support desk - everything is intuitive and “where it should be”.

We’re very pleased with that. However, Version 4 (and the direction in which we are taking it) introduces new requirements and asks more of its underlying framework: such as complete and out-of-the-box support for Unicode and support for many database systems.

SWIFT3 is still entirely fit for purpose. We just intend to make SWIFT4 even better. As it turns out, we have gone much, much further than making SWIFT4 “better”, starting from the ground up. Read on to find out more.

This post is deliberately brief and non-technical, aimed at both devs and users. It has been written to give you a sense of the big changes that are to come in SWIFT4. If you’re hungry for more technical details, we’ll be making additional postings about SWIFT4 in the near future.

SWIFT4 framework

Everything about the underlying framework has changed. If we haven’t rewritten the code, then it has been refactored to follow a pure and consistent object oriented model, built around Models, Views and Controllers (MVC pattern). As SWIFT4 currently stands, only two source code files contain procedural code.

If you are familiar with development frameworks such as Code Igniter and the Zend Framework, you will be immediately familiar with SWIFT4. SWIFT4 provides you with methods, interfaces and the tools needed to rapidly extend and build upon the functionality of your support desk.

Read More »

Comments on this post: 5 | Filed under Development, Products, v4

Interruption to support and sales service, Tuesday 26th May

Posted by Jamie Edwards on May 26, 2009 – 9:09 am

Following a security situation in our main office’s local area, restrictions to movement have been imposed by police - which means that we have been unable to reach office.

As a result of this, our support and sales service will be interrupted throughout today, Tuesday 26th May. We will hopefully be able to return to normal service shortly. Until then, we will be attending to any critical support and technical issues remotely.

We apologize in advance for any inconvenience this may cause to you, and will keep you updated.

Update: We’re back on track, and all services are running smoothly.

Comments on this post: 4 | Filed under Company

Blackberry ticket management client for Kayako

Posted by Jamie Edwards on May 22, 2009 – 11:08 am
Ticket sync on Blackberrys most recent OS

Multiple account support

Third-party developer and community member Craig Brass has released a new addon application for Blackberry smart phones.

The new addon enables ticket synchronization from your support desk to your device for both on and offline ticket management - bringing most of the functionality of KayakoMobile for Microsoft Windows Mobile to the Blackberry.

Features include:

  • Over-the-air synchronization of tickets.
  • Offline ticket management - sync changes back to the server and process ticket actions.
  • Support for multiple accounts.
Ticket sync using the Blackberry application

Ticket sync using the Blackberry application

A free trial is available, after which device licenses cost $24.95 each. Here is an over-the-air installation link: http://tinyurl.com/bbticcli

The application allows for synchronization of Wifi or a mobile data connection. The application is compatible with the Blackberry Internet Service (free data, for users subscribed to BIS).

Overall, the application looks incredibly slick and supports both the current and previous generation of the Blackberry operating system.

Craig, the developer, is taking feature requests posted to a thread in the Kayako forums.

The Blackberry application is another fine example of third-party and community developers taking advantage of Kayako’s open protocols - in this case, the KayakoMobile protocol.

Related applications:

Update #1: 8th June 2009 - the application is now compatiable with the Blackberry Internet Service.

Comments on this post: 0 | Filed under Third-party

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