We’re very pleased to announce a bunch of new features and updates to your Kayako helpdesk have graduated from the testing lab. This new release incorporates more than 80 new features, improvements and fixes.
Here are some of the highlights:
New and improved knowledgebase search engine
Knowledgebase search now uses the same fast and accurate fulltext search engine used for ticket searching, making knowledgebase search results much more refined. The improvements are immediately obvious, including in the search-as-you-type instant response where suggested articles are now even more likely to be useful to your customers.
Migrating to the new search engine is automatic – you don’t need to push any buttons or perform any indexing.
Ticket reply autosave (drafts)
We are sure this will be a very popular addition… especially if, like us, you can get carried away with the keys and navigate away from the ticket reply page in the middle of a response. Not good.
Now copies of your ticket reply will be saved to the server as you type them. If you close or navigate away from the ticket, the latest draft saved will be automatically loaded in the reply box. Like magic.
Mass ticket reply
Mass ticket reply was a bit late to the Kayako 4 party, but better late than never.
Mass ticket reply is back in Kayako 4 and can be found in the ticket view (listing).
Select multiple tickets, click the “Mass reply” button and type out your response. When you press send, the reply will be copied to each ticket and that ticket’s recipients.
“Take me to” customization after handling a ticket
Now you can tell your helpdesk where to take you after handling a ticket – whether that is back to your ticket list, to the next ticket in the list or back to the ticket you handled. Less clicks, more tickets. We are working hard on enhancements that improve the navigation experience to help you fly through customer requests.
Custom fields in the ticket view
You can create your own ticket views (listings) using a drag and drop interface, and then switch between different views on-the-fly.
Now you can add custom fields to any ticket view, which puts your own data and the important information in front view.
Find out more about creating and managing custom fields.
New APIs and enhancements
We have added several new APIs, methods and a couple of improvements to existing ones:
- New API: REST – TicketSearch
- New API: REST – TicketCount
- New API: REST – TicketTimeTrack
- New API: REST – TicketCustomField
- Improved: REST – TicketNote
Check out the full helpdesk API reference in the Kayako Developer Network wiki.
There is a lot more in this new release (4.01.240). Find the changelog for a run-down of all of the changes in this update.
Kayako Download customers will be able to find the new package in my.kayako.com (the upgrade guide can be found, as always, on the wiki). Kayako Ondemand customers can put the coffee on – their helpdesks will be upgraded automatically over the next few days.
That’s all for now. We hope you enjoy your weekend and the new helpdesk features!