We have just released a big new update that brings more than 100 improvements and fixes to your helpdesk, including:
- Ticket search for customers: your helpdesk users can now search their own ticket history in the customer-facing helpdesk
- New APIs: new API coverage for ticket custom fields and template group support for existing ticket APIs
- Browser-friendly control panel URLs: all control panel links, even dynamically generated ones, play nicely with standard browser controls (including open in new tab)
- New hook locations: new, comprehensive code hook coverage of the framework for easier customization without having to modify core files
- More than 100 fixes and improvements
Better Self-service with Customer Ticket Search
Hot on the heels of making thousands of support agents’ lives simpler with Unified Search, we have added ticket search capabilities to the customer-facing helpdesk.
As well as searching all of your helpdesk’s self-service content (including knowledge base articles), search will now dig into your customer’s own ticket history and return a clean, simple overview of everything in the helpdesk that is relevant to their query.
Your customers can now share in the advantages you already make use of in a single, consolidated helpdesk for all of the correspondence they have had with your organization. One search bar, one set of results and a better self-service experience.
Browser-Friendly Control Panel URLs
The Kayako control panel interface is so quick and snappy largely because it is dynamically loaded and rendered. In Kayako 4, we threw away the traditional concept of loading pages and replaced it by loading views on demand, much like Gmail and now Twitter.
Rather than making your browser load a new page and re-render it each time you navigate to a new section or perform an action, Kayako can change the interface and send and retrieve information without having to reload a page. The result was a blisteringly-fast navigation experience.
Up until now, this method carried a niggle with some of the buttons and links in the helpdesk – you couldn’t open them up in new tabs using standard browser controls (such as shift-and-click, or right click and ‘Open in new tab’). Instead, you had to rely on our own ‘open in new window’ icon:
But no longer.
We have changed the URL handling throughout the control panel, meaning links and navigation now play much nicer with your browser and browser’s history.
And yes, you can now CTRL-click (or Apple OSX users can CMD-click) tickets into new tabs and share URLs to direct sections and any helpdesk item. This is a small but major usability improvement that your agents will love.
Get the Update
Kayako OnDemand customers will, as always, be automatically updated in the coming week.
The update is available now for Kayako Download customers with an active support and updates subscription, who can find the updated product files in my.kayako.com. The upgrade guide for Download customers can be found here.
A full change log for this update (4.40.959) is available.