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Kayako Mobile for Android, Now on Your Tablet

April 5th, 2013 • Himanshu Likhyani • 7 Comments

Kayako Mobile lets your team take the helpdesk with them. Your agents can stay on top of and up to date with conversations with your customers, whether on-the-go, in the field or at the coffee shop.

Kayako Mobile for Android tablet joins Kayako Mobile for iPhone, iPad, Windows Phone and BlackBerry, bringing with it:

A big, bold and beautiful interface specifically optimized for Android tablets
Helpdesk overview listing departments and ticket counts
Full ticket management with attachment support
Support for ticket macros to fly through tickets
Notes and time tracking entries
Advanced ticket search and filtering

Get the app

To use Kayako Mobile for Android on a tablet, your helpdesk needs to be up to date with the latest version of Kayako. To get the app, click on the button below or search for ‘Kayako’ on Google Play.

(Facebook Home? Meh – we’ve got better news for your Android device..!)

Helpdesk Insights Delivered to Your Inbox With Scheduled Reports and More in 4.52

February 27th, 2013 • Jamie Edwards • 9 Comments

Kayako 4.52 is now available, bringing with it scheduled reports, a new under-the-hood reporting engine and more than 30 improvements and fixes.

Helpdesk insights delivered to your inbox

Each one of the 150+ out-of-the-box as well as your custom helpdesk reports can now be scheduled to run automatically, delivered to your inbox in CSV, XML or HTML format.

Ideal for scheduled overviews, meeting preparation and if you leverage Kayako’s powerful Report Writer to create your own reports, your team can have tailored reports, performance summaries and even todo lists delivered before the morning coffee arrives.

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 for them to continue to work, and the more than 150 out-of-the-box reports will function as normal. You will see some great new reporting features coming up soon and some syntax improvements are already available now, including:

Selectors (e.g. :MonthName) are supported everywhere
Added support for the NULL value
DISTINCT is now supported
INTERVAL is now supported (which makes it possible to use DATE_ADD and DATE_SUB functions)
Dates and time can now be written directly into your KQL statements, e.g.: ’1st January 2013′, ’11:00′

And much more. Find out more about the KQL improvements.

More than 30 other fixes and improvements

Including:

A new option has been added to auto close rules, allowing you to suppress customer satisfaction survey invitations depending on certain ticket close criteria
A number of new Kayako OnSite stability improvements
Improved live chat status handling in the event of network interruptions and timeouts

Get the update

A detailed technical change log for this update is available, and our what’s new page has been updated with a summary of the new features.

Kayako OnDemand customers have already been updated. Kayako Download customers with an active product updates and support subscription can find the updated installation package in my.kayako.com and the upgrade guide can be found here.

A Holiday Gift from Kayako to Your BlackBerry

December 19th, 2012 • Jamie Edwards • 14 Comments

Fourth but most certainly not least in our lineup of supported mobile platforms, Kayako Mobile for BlackBerry is now available in BlackBerry App World.

Joining Kayako Mobile for iPhone, iPad, Android and Windows Phone, Kayako Mobile for BlackBerry offers full ticket management on-the-go, including support for advanced searching, filtering and file attachments – enabling your team to stay in touch with your customers and stay on top of support tickets in the field, or in the coffee shop.

Features

Helpdesk overview with department and status ticket counts
Full ticket searching
Quick access to inbox, my tickets and starred ticket filters
Support for viewing ticket notes, time tracking information and custom fields

And much more to come. Get the app from BlackBerry App World, and share with us your feedback and suggestions.

In order to take full advantage of Kayako Mobile’s features, please make sure your helpdesk is up to date.

At Your Team’s Fingertips: Our Latest Apps and Integrations

December 12th, 2012 • Jamie Edwards • 18 Comments

We’ve been hard at work integrating Kayako with all of your favourite apps and services. It’s now easier to unify information throughout your organization: bring information together and manage content in other apps from your Kayako helpdesk.

A 360-degree customer view, evolving the helpdesk into a customer service platform – that means more information at your agent’s fingertips, better decisions, faster resolutions and ultimately a unified business.

Here’s a round-up of what we’ve released recently:

Basecamp

Link Kayako support tickets to Basecamp todo items, and manage linked todo lists without leaving Kayako. Export Kayako tickets as new Basecamp todo items and view and manage linked todos (with all their comments) in Kayako.

Drupal

With this module for Drupal which uses the Kayako API, enable easier ticket submission for your customers who can create and update tickets directly from Drupal-powered website interfaces.

Freshbooks

Accounting in the cloud. Integrate Kayako ticket time tracking and customer information with Freshbooks.

Create time entries in Freshbooks from Kayako and link Kayako tickets and user accounts to Freshbooks users, tasks and projects.

Joomla

We’ve created a module for Joomla, which allows you to offer single sign-on between Kayako and Joomla, as well as a drop-in Kayako interface for your customers to raise and view tickets without leaving your website.

Mailchimp

Easy email newsletters, now synced with your helpesk. With the Mailchimp integration app, you can synchronize your Kayako helpdesk users with Mailchimp lists and allow your customers to subscribe to Mailchimp lists from the helpdesk.

SAML single sign on

SAML single sign-on integration allows end-users (your customers) to authenticate and login to a Kayako helpdesk using external identities, including Facebook, Twitter and integration with your own idP server.

WHMCS

The WHMCS integration app enables ticket creation, viewing and updating tickets without heaving to leave the WHMCS client area. Customers can also find answers to their queries by using the Kayako knowledgebase, made available within the WHMCS interface.

Yammer

Yammer is your private, enterprise social network. We use it and love it!

After integrating your Kayako helpdesk with Yammer, you’ll be able to push ticket updates to your Yammer feed, and will also be able to view Yammer posts within Kayako.

WordPress

Integrate your Kayako helpdesk with your WordPress blog or WordPress-powered website.

Easy live chat roll-out across your WordPress site, and quickly take public conversations off-air from within the WordPress control panel by converting WordPress comments into Kayako to tickets.

Even more apps and integrations from the community

We’re not the only ones building apps for your helpdesk. Community developers and third-party vendors are building and sharing apps to extend and enrich the helpdesk. We’ve listed some of the most popular apps on the new Apps page – press ‘Made by Friends’ to see what’s on offer:

Apps for Kayako OnDemand customers

Currently, these helpdesk apps and integrations are only available for Kayako Download customers (who install and maintain Kayako on their own webservers). We’re working on bringing them to our OnDemand customers – stay tuned.

Got an integration request? Let us know by leaving a comment!