Kayako OnSite is one-click remote desktop support, built right into the helpdesk. During a live chat, your operators can invite customers to a remote sessions. Your customers are offered a small file to download, run, and they will be instantly connected to the operator.
Our goal was to eliminate technical headaches: no complex router or firewall configuration – it just works, automagically.
There will be some instances where network roadblocks cannot be automatically worked around, and in those cases some router configuration would need to take place. We aimed to keep these instances an absolute minimum, and should only be needed in very special cases.
To make the experience even more seamless, we have been hard at work implementing a completely new networking system for Kayako OnSite that will figure its way around even the most complicated of network configurations, as well as fixing some issues with 64bit applications.
After a great deal of research, engineering and testing, we are really pleased to be able to announce Kayako OnSite 2 beta.
OnSite 2 now uses the same technology that provides the connectivity for Google Talk (the Jingle protocol). We have tested OnSite 2 for a while now, and it’s performed fantastically in all of the circumstances we could throw it in.
Kayako OnSite 2 beta is now available to all customers in the latest update.
OnSite 2 is secure and stable. We will be using this public beta to gauge performance across numerous network and router types and configurations. We encourage everyone to start using it and to provide their feedback (even when it works – we are particularly interested to hear about performance in notoriously locked down IT environments).
To start using OnSite 2, update your helpdesk (Kayako OnDemand customers will be updated in the coming week) and then ask your operators to update to the latest version of Kayako Desktop. Starting a remote support session works exactly the same as it did before – in a live chat with a customer, click on the OnSite button to invite them to a remote support session.
Your suggestions and experience with OnSite 2 is welcome in the feedback forum.