It’s been a busy few months at Kayako. Kayako 4.60 in September saw the introduction of a beautiful new control panel interface for your agents and support center for your customers.
Since then, we’ve been hard at work focusing on productivity improvements and popular requests in our new, fortnightly update cycle.
We have released more than 100 improvements and fixes; satisfying more than 800 customer votes and feature requests.
Here’s a round up of what’s new in Kayako.
Pause recurring tickets
While creating a new ticket in Kayako, it is possible to schedule it to automatically recur (recreate a new ticket) over a set interval. There are many use cases for this: some Kayako customers use this to invoice their customers for support, or schedule a work request for an IT engineer each month.
Once a recurring ticket has been created, it is now easier to manage its recurrence schedule, including pausing the recurrence rather than just stopping it entirely.
View embedded images in tickets, better HTML handling
Kayako can process all kinds of incoming email, including both plain text and richly formatted. We have improved the way that Kayako handles and renders HTML in rich emails that come into the helpdesk.
Firstly, when when a ticket post contains an embedded image, Kayako will (where possible – it isn’t always) display the image inline in the ticket, rather than simply treating the image as any other file attachment the end of a ticket.
This maintains context, and makes dealing with long and illustrated explanation correspondence much easier, as professionally demonstrated below.
Secondly, before now a piece of incorrect or broken HTML in a richly formatted email may have caused issues with your helpdesk’s interface. This is now much less likely to happen, thanks to a new and improved HTML processor, so you can now more safely enable some HTML tags to be displayed in Kayako.
For security, we still urge customers who want to allow HTML to be displayed in tickets should be sure to configure Kayako to only let some select, trusted HTML tags be used (as shown below, in the admin control panel under Settings and then Tickets). Kayako will strip out other, unrecognized HTML tags.
Add total rows to your custom reports
Among various other improvements to custom Reports in Kayako, the Kayako Query Language now includes support for producing grand total rows, which can now be added to a report using the new TOTALIZE BY clause.
For example, this simply KQL statement:
SELECT COUNT(*) AS Total FROM 'Tickets' GROUP BY 'Tickets.Department' TOTALIZE BY COUNT(*)
Download call recordings from the helpdesk
If you have connected Kayako Desktop to your VoIP service, Kayako will capture call logs and recordings for playback in the helpdesk.
You can now download MP3 copies of call recordings straight from the helpdesk, and each call log and recording now has a duration clock and timer.
Unlink tickets directly from a ticket
Ticket linking allows your team to connect tickets belonging to someone else, a different department or created by a different customer (perhaps about the same problem).
You can define any number of ticket relationships – such as “duplicates”, “causes” or “relates to” or even “is the mother of” – and link tickets together.
This is great for your team, who can quickly see and reference other tickets that relate in some way to the one they are working on.
It is now possible to manage these ticket links from within the ticket itself.
And let’s not forget…
- Kayako can now send ticket notification emails to your customers, as well as staff (when creating ticket notification rules)
- Pagination support in the Kayako REST API and the support center ticket listing (better late than never with this one)
- Performance improvements: in particular, for live chat (Kayako Download customers will notice significantly lower server loads when live chat is busy) and faster support center search
- Automatically pre-filled customer info when requesting live chats (if they are already logged in)
- Improved support center article formatting (check out a demo here)
- Ongoing security improvements, including extending cross-site request forgery protection across the entire support center
For an overview of everything that’s new in recent Kayako updates, check out: kayako.com/products/whats-new.