ASP Help Desk Software» Free Help Desk Software

Reply autosaving, improved search, less clicks, API updates and more

admin — Sat, 04 Jun 2011 08:45:14 +0000

We’re very pleased to announce a bunch of new features and updates to your Kayako best best help desk software software 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 best best help desk software software 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:

Check out the full best best help desk software software API reference in the Kayako Developer Network wiki.

There is a lot more in this new release (4.01.238). 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, best best help desk software software“>on the wiki). Kayako Ondemand customers can put the coffee on – their best best help desk software softwares will be upgraded automatically over the next few days.

That’s all for now. We hope you enjoy your weekend and the new best best help desk software software features!

4.01.176 available now with the full Kayako REST API Kayako 4.01.176 has been released and brings with it several...
4.01.203 out now – featuring ticket auto close rules It gives us great pleasure to announce the availability of...
4.01.204 out now – featuring ticket auto close rules It gives us great pleasure to announce the availability of...

Numara Software Responds to Customer Recommendations and Launches New Offering

admin — Fri, 27 May 2011 08:45:10 +0000

Numara Software, Inc., a global leader in service management and PC lifecycle management solutions for IT professionals, today announced the availability of Numara FootPrints Migration Manager. Numara recently surveyed its customers in order to get a pulse on the market needs. As a result of those responses, Numara created this newest FootPrints offering which reduces the manual effort and redundancies IT administrators and users face when migrating, updating or provisioning new or repurposed PCs. Through seamless migration of workstations, this solution eliminates the time spent trying to recreate a user’s preferences, increasing overall productivity and significantly reducing costs.

The World’s Most Widely Installed Help Desk and Asset Management Solution, Numara Track-It!, Just Got Better Working to meet the varied IT management needs of small...

The Kayako community and ecosystem keeps evolving

admin — Sun, 15 May 2011 08:45:06 +0000

The community and ecosystem of developers and service companies that has built around Kayako has been growing for years, and plays a significant part in the value customers get from Kayako’s best best help desk software software and customer support solutions. People are not just buying a best best help desk software software; they buy into a platform and a community of advice, creativity and development at the same time.

best best help desk software software-as-a-Platform

A huge variety of apps, content, modification and support has been shared on the forums, the wiki and even our development tracker where customers have contributed their own take on feature improvements and implementations.

Kayako 4 has been out in the wild for eight months, and already 40 language packs have been released, 400 discussions posted in the developers’ message board and 23 apps and plugins including two wallboard modules, a billing and invoicing system, API clients for PHP and Python, module development guides, LDAP integration, a variety of LoginShare interfaces and a single-sign-on module.

An array of professional services and commercially supported applications are still thriving, including regular names like Holbi, Dewak, SupportSkins, SupportPay and others who advertise in the marketplace.

Kayako 4 was built with extendability in mind. We build best best help desk software software and customer support solutions on top of a simple and flexible platform. We build a best best help desk software software-as-a-platform, where the best best help desk software software isn’t just something to use out of the box but something to build on.

Over the next few months we will be announcing some fantastic new projects and initiatives to further support, inspire and grow the Kayako community, including:

Work on extensive developer documentation (already well underway it will be rolling out here) and expanding our technical documentation team
A new phase of enhancements coming to the Kayako API, covering more best best help desk software software functions
Sponsoring and supporting with some of the community released projects, including officially supported API libraries
Open-sourcing more Kayako application code

Watch this space!

A thank you and some recognition

This is also a thank you – a raising of the glass – to everyone who participates one way or another, regularly or infrequent.

The Kayako community wouldn’t be what it is today if it wasn’t for the people who put something back; who return to help and support other users and share their own apps, content and customizations – especially those who don’t ask for anything in return.

We have decided that it is time to make some well deserved and overdue recognition of the people who go above and beyond the call of duty, and are awarding $100 Amazon gift certificates.

Tomasz Sawicki: PHP library for the Kayako API

Tomasz produced an incredibly well thought-out and designed PHP library for the Kayako API, releasing it for free on GitHub.

He also put together some extensions to the core best best help desk software software to extend the API even further than out-of-the-box. The project’s GitHub also includes a getting started guide and some code examples.

Steven Craig (aiso.net): The Ultimate Kayako Integration Solution and WHMCS integration module

Steven from Aiso.net was one of the first to release a free Kayako 4 module to the community. The Ultimate Kayako Integration Solution makes it easy to set up user sync and single sign-on with any third party application.

Steven’s second module, Kayako WHMCS integration, is incredibly popular with Kayako users from the web hosting and ISP industry.

Chris Boulton: Contributions to the forums and customization releases

Chris Boulton, resident Aussie, has made many contributions over the years (he joined in 2003) and is always more than willing to share his expertise with other customers and even our own development team including HTML5 experimentation and some API improvements.

Dean Vigoren: Extensive developer guides and wallboard framework

It did not take log for Dean to become fully acquainted with the Kayako platform, and he put together very thorough guides so that other developers could get a head start too.

Dean published an extensive Hello World module guide on the forums, and earlier this year shared a big screen ticket monitoring module.

Corey Koltz and Ronan Daly: LDAP and Active Directory LoginShare interface

Late last year, Corey put together a LDAP interface for Kayako LoginShare which enables your best best help desk software software to authenticate best best help desk software software staff and users against an external LDAP directory, such as Active Directory.

Ronan then took Corey’s project and extended it to provide Active Directory group authentication for staff users. Both versions of the interface have been incredibly popular with Kayako customers.

Evan Leis: Python library for the Kayako API

Just a few days ago, Evan published his Python library that implements almost all of the functions of the Kayako API.

The code is open-source and available on GitHub as well as in the Python Package repository (just type easy_install kayako) kayako to install the Python module).

This list is by no means exhaustive and by no means the last prize round. We will be doing this kind of thing more regularly and you are all invited to show your support for particular projects and community members by posting on the forums. If you use an app, module, translation or guide then do show your support – we will keep watch.

Thank you and congratulations, folks!

Holbi’s Kayako ITIL help desk implementation project for Haya Water As a Kayako integration specialist, Holbi are widely known for...

The World’s Most Widely Installed Help Desk and Asset Management Solution, Numara Track-It!, Just Got Better

admin — Wed, 11 May 2011 08:45:08 +0000

Working to meet the varied IT management needs of small to medium businesses, Numara Software today announced the availability of its latest version of Numara Track-It!, family of integrated IT management solutions including: Numara Track-It! best best help desk software software; Numara Track-It! Inventory; Numara Track-It! Change; Numara Track-It! PC Migrate; and Numara Track-It! Remote. The Track-It! family includes improvements that empower best help desk software administrators and IT managers to optimize the management of incidents, problems, change requests and IT assets. It is designed to increase efficiency, improve productivity and customer service, and maximize ROI across the entire organization.

Change Management Features in Numara Track-It! An overview of the new change management functionality available in...

Numara Software Nominated as Finalist in the SDI IT Service Excellence Awards

admin — Wed, 11 May 2011 08:45:06 +0000

Numara Software today announced that it has been nominated as a finalist in the SDI IT Service Excellence Supplier Awards 2011. Nominated for this prestigious award by its customers, Numara Software was rated on its overall service performance and delivery, commercial understanding, industry knowledge and product offerings. Customers also rated Numara Software on performance in meeting its customers’ business objectives, communicating project status, delivering projects on time and on budget, and, most importantly, meeting customers’ expectations.

No related posts.

A new place to call home – we’re still growing

admin — Sat, 07 May 2011 08:45:04 +0000

Just over five years ago we moved into our first office in Jalandhar, India, which is still the Kayako mothership. We moved in as a team of about ten, and now more than 80 of us are based there (yes, it is a tight fit – we have just ordered new furniture so we can squeeze more of us in). In 2007 we also opened up in Boise, Idaho where a growing number of us are based.

We are still an independent, self-funded company and are still growing at an incredible pace, even more so since the launch of Kayako 4. We have to: tens of thousands of organizations use Kayako to power their customer support and tens millions of users interact with a Kayako best best help desk software software in some way.

We are serious about expansion and our commitment to our customers. We want to reach even more customers and continue building unrivalled best best help desk software software and customer support solutions, with customer support to match.

To keep up with the demand and to maintain our high level of customer service, we need to keep growing our team and this requires more space and an excellent location for hiring.

Cyber City, Gurgaon – Kayako’s third home

Gurgaon is a thriving financial and technology city in India, situated 16 miles from New Delhi.

We are building our third home in Cyber City, Gurgaon (click for some pictures), which puts us right in the middle of one of the major software hubs and technology centers of India and the East, perfectly placed for building another fantastic team from the country’s finest engineering talent.

We’ve signed the leases for the whole 16th floor (out of 17) and lobby in a beautiful, contemporary complex in the heart of the city. Construction has been underway for several weeks now, and we’re about to start fitting.

Our Gurgaon office will be staffed with an additional 60 people. The primary focus of the team here will be development and engineering, as well as increasing the size and availability of our higher level support teams.

Gurgaon is just one part of our plans to expand and offer a physical presence in more parts of the world. Here’s to the future!

Our progress reports on building our other offices were popular, so we will be blogging about the progress of Kayako in Gurgaon too. Here are some pictures of the project so far:

One more thing… a side project

Over the last two years we have also been working on a bit of a side project – a new place to house our company headquarters in Jalandhar.

As well as investing heavily in people, we have also been investing in bricks. And then some. Just down the road from our current leased office we are building a new mothership.

It currently looks like this:

And will end up looking like this (note the people in the foreground for a size comparison):

We are building the complex by and for ourselves. There will be more on the plans and progress for this one later.

Over the next six months our team will grow from 80 to approximately 140 people, and up to 350 in two years time, across locations spanning the US, UK, Europe and Asia.

When we said we were serious about expansion, we meant it. We are embarking on some huge things, and it is easy to get caught up in the excitement. However, we are allergic to multi-million dollar vanity projects – we’re not that kind of people. With this, we are aiming for something tangible and specific: to deliver better, deliver more to our customers and to continue building the world’s leading best best help desk software software platform.

We are incredibly excited about what the future holds, and we look forward to taking you with us!

Holbi’s Kayako ITIL help desk implementation project for Haya Water As a Kayako integration specialist, Holbi are widely known for...

Holbi’s Kayako ITIL help desk implementation project for Haya Water

admin — Fri, 29 Apr 2011 08:45:05 +0000

As a Kayako integration specialist, Holbi are widely known for their work with organizations helping them integrate Kayako with backend systems, as well as consultation work when it comes to implementing formal support processes (like ITIL), supported by a Kayako best best help desk software software.

Holbi have recently completed a substantial implementation project for Haya Water – the national wastewater company of Oman. The project involved building on top of their existing Kayako best best help desk software software to provide complete ITIL coverage, as well as training and implementation support to ensure a smooth roll-out across their large IT support department.

This article briefly details the Haya Water project, and has been guest-written by Bagaiev Konstantin, a Kayako project manager at Holbi.

When we started our work with Kayako’s out-of-the-box solutions about 4 years ago, we were really impressed – especially from a developers’ perspective. The clear and well documented codebase made it very easy for our developers to hit the ground running on customization projects. Another thing that pleased was an outstanding level support provided by Kayako team: most of our needs were addressed at within a business day.

That was the beginning of our cooperation. Currently Holbi has created a number of solutions and customized implementations on top of Kayako, and we are now well known as a Kayako integration service provider (you’ll see us a lot on the forums!).

Our work ranges from small modifications and adaptations to the Kayako suite (to integrate with backend systems, for example) to substantial, standalone solutions and modules based on Kayako as a framework. When they say “best best help desk software software as a Platform”, they mean it.

One of our recently completed projects is a Kayako-based full-service IT Infrastructure Library (ITIL) solution. Haya Water, a large governmental wastewater services company in Oman, decided to roll out a complete ITIL oriented framework and way of working throughout its company IT department.

IT development companies from around the world were invited to bid for the project. As a company with experienced and skilled certified ITIL-specialists and a team of dedicated Kayako engineers, we won the project. Thus we obtained a unique opportunity to integrate the ITIL principles to the multi-million dollar company located in the Middle East.

Haya water had already had Kayako installed on their local servers and the company staff had used the best best help desk software software as a ticketing system for a while, so the best best help desk software software component of the ITIL framework had already been largely covered there. We then decided to extend Kayako to cover other ITIL areas such as Problem Management, Incident Management, Availability Management, Service Catalogue Management and full Knowledge Management.

The task was large project and a challenging engineer prospect, but due to the flexible nature of the Kayako framework, building this uniquely flavoured ITIL tool was made easier.

The solution helped greatly to improve the performance of their support department, reduce the risks of failure of the company’s main applications and increased the transparency of the department workings for senior management. It also centralized the application control access system through a tight integration of LDAP and Kayako, as well as increased the speed of identifying and solving commonly recurring problems and incidents.

So far the project is signed as completed, but soon we will also be implementing a customized reporting system to suit exactly the requirements of senior management and trend identification in the IT department.

We are looking forward to continuing or work with Haya Water and other enterprises interested in backend integration and implementation support for their Kayako best best help desk software software.

Although this lengthy project was built on top of the Kayako 3 framework, Holbi are already working on similar projects for Kayako 4.

With an engineering department dedicated to Kayako application development and customization projects, Holbi offer a range of modules and implementation services for Kayako products. They are headquartered in the United Kingdom and based all over Europe.

For more information, visit Holbi’s dedicated Kayako website: kayako-solutions.com or their main company website: holbi.co.uk

No related posts.

Kayako exhibiting in “HKTDC International ICT Expo 2011″, Hong Kong.

admin — Thu, 07 Apr 2011 08:45:04 +0000

During 13-16 April 2011, we will be exhibiting at the “HKTDC International ICT Expo 2011″.

We treasure every opportunity to meet with you, our valued customer. We cordially invite you to visit us.

Our booth number is 3G-E34 in Hall 3.

To help you find us easily at the expanded Hong Kong Convention and Exhibition Centre,

- please click here to view our booth location; and

- take a look at the Guide to Zones and Group Pavilions

We look forward to seeing you there!

Come join Kayako at CeBIT 2011 in Hanover! It is CeBIT season again, and the Kayako team will...
We’re back from CeBIT 2011 We’re back from a jam-packed and exciting week in Hanover...
What’s new in Kayako 4.01.139 Build 4.0.139 has flown out of the oven and brings...

4.01.204 out now – featuring ticket auto close rules

admin — Mon, 28 Mar 2011 08:45:17 +0000

It gives us great pleasure to announce the availability of 4.01.204 – the latest Kayako release. We’ve added a couple of new features and resolved more than sixty reported issues.

You can find the full changelog here. Kayako On Demand customers will be upgraded automatically over the next few days.

Happy best best help desk software softwareing!

Ticket auto close rules

Ticket autoclose was a staple Kayako 3 feature which took a bit of time to make its way into Kayako 4. We wanted to make it better and get it absolutely right the first time. We know that many of you were very eager to have this feature and I’m sure you won’t be disappointed.

Rather than being a global setting, ticket autoclose is now based around a rules system. If you’re familiar with ticket alert rules and SLA rules in Kayako, you’ll be familiar with this:

You can create multiple auto close rules which action on tickets depending on the rule criteria. So, for example, you could create an auto close rule which governs tickets that only belong to the Support department and are set to an On Hold status.

Over time we will add more functionality to this feature, including more ticket criteria such as who was the last replier and when was the last reply made.

This is another great feature that means your best best help desk software software is doing even more of the repetitive legwork while letting you get on with the important stuff – supporting your customers.

Updating tickets using the REST API

We have implemented full ticket updating (including ticket properties) in the Kayako REST API. For more information, check out the documentation on the wiki.

Ticket priorities now available in billing reports

A minor but very much requested improvement to billing reporting is now available in 4.01.203. It is now possible to use ticket priorities when building reports based on ticket billing and time tracking data.

4.01.203 out now – featuring ticket auto close rules It gives us great pleasure to announce the availability of...
4.01.176 available now with the full Kayako REST API Kayako 4.01.176 has been released and brings with it several...

4.01.203 out now – featuring ticket auto close rules

admin — Sat, 26 Mar 2011 08:45:09 +0000

It gives us great pleasure to announce the availability of 4.01.203 – the latest Kayako release. We’ve added a couple of new features and resolved more than sixty reported issues.