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3.70 Release Candidate now available

Posted by Jamie Edwards on February 11, 2010 – 12:03 PM

Ahoy!

We are pleased to announce that a release candidate build of our upcoming 3.70 release is now available to customers who are eager to test and tinker. For more information, see the release announcement on the forums.

Upgrade incentive offer

In return for your time trying out the preview release, we are offering a free month of support and upgrades or a free InstaAlert Pro license to the first 20 self-hosted customers to update to 3.70 RC1.

What is a ‘Release Candidate’?

Release candidates builds are made available to customers before we ship a new release as stable. We publish the build early so that customers who like to test and tinker can do so.

All release candidate builds have undergone at least two stages of testing and peer code review.

We’d say that a release candidate more reliable than a beta release, but not quite fully stable. For this reason, we recommend most customers do not update their live support desks to a release candidate build.

Comments on this post: 4 | Filed under LiveResponse, Releases, SupportSuite, eSupport

Come visit Kayako at CeBit 2010

Posted by Raghav Arora on February 9, 2010 – 12:25 PM

Kayako will be attending CeBit this year in Hannover, Germany. CeBit is the world’s largest IT and business technology trade fair. Kayako will be in attendance  for the full event; 2nd March 2010 to the 6th March inclusive.

We plan on demonstrating SupportSuite to newcomers and hopefully meeting many of our existing customers. Come and tell us how you use Kayako software and how you would like your support desk platform to better work for you.

We will also be demonstrating components of Version 4 – the next generation of customer support and relationship management software.

If you are planning on attending, you can find us in Hall 6 (we have a much bigger booth this year).

Rendering of our CeBit 2010 booth

Rendering of our CeBit 2010 booth

We have 750 free day tickets to give to our customers, and people who want to come and see our product demonstrations. If you would like one, please submit a ticket. We’ll provide you with a code which you can use to register your ticket on-line.

  • Tickets will be issued on a first-come, first-served basis.
  • You may request up to two additional tickets (three including your own).
  • If you are requesting more than one ticket, you will need to provide the name and contact number of each additional attendee.

If you plan on attending, let us know by leaving a comment on this blog post. We look forward to seeing you there!

Comments on this post: 16 | Filed under Company

V4 Update #7: Template management, versioning and visual comparison tool

Posted by Jamie Edwards on February 8, 2010 – 11:26 PM

Welcome to the seventh in a series of Version 4 development updates and previews.

In preview #6 we looked at file transfers and screenshot sharing in the operator’s live chat application.

In this preview we will take a look at some of the new template management and cosmetic customization features we are introducing to V4.

Template and interface management

Like in V3, client-facing layouts are stored in the database as templates. These templates are editable via the administrator control panel, as shown below. Cosmetic modifications and layout customizations can be made with knowledge of basic CSS and HTML.

We will be adopting a new third-party templating engine called Dwoo to handle template code and logic. Dwoo is very similar to what V3 uses (TemplateLite), so there won’t be a steep learning curve for customers moving from V3 to V4. The syntax is simple, and mixes cleanly with HTML and CSS.

Viewing templates and template groups

The new template management interface

The new template management interface - click for full screen

Read More »

Comments on this post: 14 | Filed under v4

Automatic desktop application updates

Posted by Raghav Arora on January 19, 2010 – 10:05 PM

We are working on a new component for Kayako desktop applications (InstaAlert, SyncWorks and the operators’ application) which will automatically check for new application versions and optionally download and install them for you.

We understand that opinions about automatic updaters vary, as do organization network security and rules. So, we are asking customers to contribute their thoughts and ideas about the matter in this forum thread:  http://forums.kayako.com/f56/automatic-pc-software-updater-read-me-25233/

Your input will help us tailor the automatic updater to suit your needs and network requirements. We really appreciate your feedback!

Comments on this post: 4 | Filed under Desktop application, Development, InstaAlert, LiveResponse, SupportSuite, SyncWorks, eSupport

Adding a live chat status button to your web pages

Posted by Jamie Edwards on January 8, 2010 – 3:17 PM

SupportSuite and LiveResponse lets you generate HTML code which you can place on your web pages to display a live chat button. You can display a button and track your visitors in real time on any number of pages and across multiple websites.

In this post we will show you how easy it is to do.

For the purposes of this guide, we’ll assume your support desk is located at http://support.kayako.com and the web page on which you want to display a live chat status button is located at http://www.kayako.com/index.php.

This is a two step process:

  1. Use the tag generator in SupportSuite or LiveResponse to generate the button HTML code
  2. the HTML code into one of your web pages

The tag generator can be found in the staff control panel, under the Live Support tab, as shown below.

The Tag Generator is located under the Live Support tab

The Tag Generator is located under the Live Support tab

You have four ‘tag’ options:

  • HTML Button – use this option if you want to generate code that will produce a clickable button showing the status of your live chat (Available, Offline, Away, etc).
  • E-mail Signature – use this option if you want to add an e-mail friendly link which displays the status of your live chat.
  • Text Link – use this option to generate a text link only representation of your live chat status.
  • Visitor Tracking – use this option to generate code which will not display any live chat status, but will still allow your agents to track visitors who visit your web page.

We will select the HTML Button option.

The HTML code snippet has been generated

The HTML code snippet has been generated

Copy the generated HTML snippet, and paste it into the source code of your web page. Although this HTML code loads JavaScript, you should treat this snippet as if it were an image declaration – the JavaScript will import code and the graphic when your page loads.

Pasting the HTML snippet into our web pages HTML code

Pasting the HTML snippet into our web page's HTML code

Save your web page source code, upload the file to your web server and visit your web page. You should now see your live chat status graphic.

Comments on this post: 2 | Filed under Using your helpdesk

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