Kayako Mobile Public Beta 1 Available

[Ryan Lederman]

It is my pleasure to announce that the first public beta of KayakoMobile is now available for download!

The link to download KayakoMobile Public Beta 1 is at the end of this post. If you just wish to download without taking the quick tour of the application, please scroll to the bottom now.

What follows is a quick tour of KayakoMobile's different screens. Each screen will be preceded by a short description of what you're seeing, and a few pointers for its use.

=== Begin Quick Tour ===

The first screen we'll look at is the main screen in Kayako Mobile. It consists of a toolbar, a list of tickets, and a standard Windows Mobile 5 Menu Bar. Using this screen, you can view tickets based on any set of criteria you choose, as well as in any order you choose. Filter criteria is chosen from the left toolbar button ("Filter"), and sort order is chosen from the right button (Sort). The currently selected filter critiera and sort order are displayed in their corresponding buttons.

Tapping on a ticket with the stylus, or moving the selection to it using the rocker buttons or arrow keys, and then using the center rocker button, opens the ticket. The ticket screen will be discussed later in the tour.

Each ticket shows the name of the person who created it, the date which it was created on, the subject, and depending on the sort criteria, the 3rd column will display the selected criteria. (e.g. Last Activity, Department)

For Due Dates, the following color scheme is used:

- Not due for 1+ day = Green
- Due in less than 1 day, but more than one hour = Yellow
- Due in less than 1 hour = Orange
- Overdue = Red




When the Filter button is chosen, the following screen is displayed. It contains a list of all departments that the staff member is assigned to, as well as a collection of statuses underneath each department. If a department has new ticket(s), it will be displayed in a different color than the normal departments. You may use the hardware rocker buttons on your device to navigate this tree. Up/Down behaves normally, navigating through each item of the tree. Left/Right have a special behavior which allows you to jump to the next/previous department, or the same status in the next/previous department. The Left/Right functionality is available even when the Filter Screen is not displayed. You can either use the stylus to select the department or status of your choice, or alternatively, you can use the center rocker button.

When a department is selected, the main screen will be updated to only show the tickets that are in that department (all statuses). When a status underneath a department is chosen, only tickets under that department that have that specific status will be displayed. There is also a special item with the caption "View All." This item will cause all tickets in the system to be displayed.




When the Sort button is chosen, the following menu is displayed. Using this menu, you can control the order in which tickets are displayed in the main screen. The top part of the menu controls the criteria that tickets will be sorted by. The bottom part controls whether the tickets will be sorted in ascending or descending order.

Alphanumeric sort criteria such as Creator Name, are sorted alphanumerically. The other sort criteria are numeric, and will be sorted accordingly. The main screen's contents will be updated in real-time as these options are changed.




The rest of Kayako Mobile's user interface is accessible through the standard WM5 Menu Bar. Using the right trigger, or by tapping "Menu" with the stylus, the following menu is displayed.

- Open Ticket: This is the functional equivalent of tapping the selected ticket with the stylus. (Opens the currently-selected ticket for viewing/editing)
- Filter: Opens the Filter screen
- Sort: Opens the Sort menu
- View: This pop-up menu displays several additional optional criteria for tickets that are displayed in the main screen.
- Settings: Displays the Settings screen
- Exit: Exits Kayako Mobile (Note that unlike other Windows Mobile applications, choosing Exit actually ends the Kayako Mobile process. It does not just hide it in the background.)

The Sync button on the left-hand side of the Menu Bar begins the synchronization process (tickets are downloaded from the server onto your PDA)




All of Kayako Mobile's settings can be changed through the Settings Screen. There are several panes within the Settings Screen:

General: This pane contains the URL, User Name, and Password that will be used when authenticating with the server.




Display: This pane controls the font face, size, and properties of the font used to display screens to the user.




Database: This pane contains the path to the database file that Kayako Mobile will use to store all of the tickets that are downloaded from the server, as well as a database optimize feature that may speed up your database if it becomes sluggish.




Tickets: This pane contains all settings related to the viewing and editing of tickets.




Language: This pane contains settings for the currentl language to be used in Kayako Mobile (this is not currently functional)




The Ticket Screen displays all of the notes and posts associated with a ticket that is being viewed/edited. It consists of several panes that are selected by tabs.

Info: Displays the posts and notes. Notes are always displayed on top of posts, similar to the server-side interface. The number of posts displayed per page is configurable through the aforementioned Settings Screen. Below the area where posts are displayed is the Page Selector. You can use the stylus to tap the desired page, or alternatively, you can use the Left/Right rocker buttons on your device. The Up/Down rocker buttons control the scrolling of the view, one page at a time. The center rocker button causes the Ticket Screen to be closed, which returns you to the Main Screen.




Reply: Allows you to send a reply, add a note, and perform other actions. When this pane is selected, the send reply item is automatically chosen. Here are some shots of the different actions you can take from this pane.



attach note



adjust properties of the ticket, such as Department, Owner, Priority



attach a file to the ticket



attach handwriting, such as a signature from a customer to the ticket




This concludes the quick tour of the features that have been implemented in KayakoMobile up to this point in time.

=== End Quick Tour ===

If you wish to participate in this beta test cycle, there are a few things which we request of you:

1. Report any defects you discover in Kayako Mobile directly to me: ryan.lederman (a t) kayako.com
2. Post any ideas for improvement, complaints, or suggestions to this forum

This is a BETA build, and as such there are a few considerations:

1. The functionality of this build is incomplete. You will only be able to download and view tickets. You will NOT be able to post replies or add notes, change properties, etc. Please do not send bug reports for these features.

You can download the Public Beta 1 build of KayakoMobile from http://hotfix.kayako.com/kayakomobil...e-20-03-06.exe Note that this is the actual executable file, not an installer. You will need to use ActiveSync or an alternative method to copy this file to your device.

System Requirements:

- Minimum of 64 MB RAM
- ARM Processor
- Windows Mobile 5 Pocket PC Edition (a PPC2003 build will be available soon)