Kayako SupportSuite v3.04.10 Stable Build

[Varun Shoor]

After almost 6 months of development and testing we are proud to announce the immediate availability of our v3.04.10 build. This build contains massive and highly requested improvements and a plethora of bug fixes. You can find more information on the bug fixes and new features below:

New Features

SupportSuite:

The much awaited Follow-Up feature is now available, Follow-Up allows you to schedule a set of actions at any given date in future. You can now make the system change the ticket priorities, add notes or even forward/reply to a ticket on your behalf at a prespecified time auatomatically!



Follow-Up section in the Post Reply tab



When expanded completely


The Follow-Up Tab






Escalation Paths display a graphical history of the properties of ticket before it was escalated. The information is presented in a stepped down layout allowing you to see you the entire change pattern


KayakoMobile:
KayakoMobile is a versatile, powerful mobile help desk application for the professional on the go. Seamless integration with Kayako SupportSuite and eSupport means never being more than a few clicks away from customers.

KayakoMobile enables correspondence with customers through the company help desk
without the need for a PC and Internet connection. Using advanced XML-based
communication, KayakoMobile allows you to take a "snapshot" of the company help
desk and take it wherever it is needed.

Once the help desk has been synchronized to a mobile device with KayakoMobile,
you can make changes to the data on the go. The following
are some of the tasks that you can perform with KayakoMobile:

• Draft replies to tickets, including file attachments and signatures
  
• Release tickets to the control of a fellow staff member
  
• Add notes to customers and tickets
  
• Add billing entries for work performed in the field
  
• Mark tickets to be forwarded to interested parties
  
• Modify properties of tickets, such as Status, Priority, Owner and Department
  
• Mark tickets to be removed from the help desk
  

Each of these tasks can be performed without an Internet connection.
KayakoMobile is designed for field use, so that you may perform these and other
tasks and they will be stored until an Internet connection is available, at which
point they are transferred to the server and executed.

The KayakoMobile synchronization process can either be performed with the mobile
device in its cradle while connected to a PC or using the mobile device's Internet
connectivity features, such as WiFi and cellular data. Data compression
technology means that data is synchronized quickly and efficiently on any Internet
connection.

Equipped with an intuitive easy-to-understand user interface, KayakoMobile's features
and functionality are easily mastered. Most screens can be navigated without
using the mobile device's touch screen and stylus.

Critical data is easily and quickly accessed - find a ticket by its ID or sort and
filter tickets based on a large spectrum of criteria, such as Due Date, Department,
Owner, Last Activity, etc. - all with a few clicks.



Create new Ticket and User notes easily


Attach any file on the mobile device or storage cards to a Ticket


Create billable services/goods entries


Choose which Tickets are shown in the main view by filtering according to Department and/or Status


Quickly find critical information by searching for Tickets


Mark Tickets to be forwarded to interested parties


Collect and attach digital signatures from customers


Flag Tickets to be reassigned to another staff member


Write responses or follow-ups to Tickets on the go


Sort Tickets based on a comprehensive set of properties, such as when the Ticket is due, or the Ticket's Priority level


Read all past replies to a Ticket in KayakoMobile's intuitive, rich interface


Choose to display Tickets only assigned to you, assigned to others, or unassigned Tickets


Move Tickets to a different department, change their owner, priority, etc.


Manage all of the Tickets in the database through an elegant, functional view

Live Support Winapp:
- Full internationalization support through UTF-8 encoding
- Now retries failed connection up to 20 times before going into offline mode
- String descriptions of some tools and features changed to be more precise


- Refresh button for browser control


- Now shows current account and online status in caption of main window


- Now shows visitor, pending chat and active chat statistic in the status bar


- Now shows chat timer in chat windows


- Now shows time and date of last message received in chat windows


- When the application goes offline, all chat windows are disabled but not closed


- E-mail conversation window now has drop-down list of last n addresses used


- Multiple-line input window changed to be resizable



- Links toolbar (customizable shortcuts for browser mode)
- Clicking on staff alert popup for online event begins chat session
- Online timer shows how long the application was connected whenever the connection is dropped
- Popup notification now lets the user know when the application has gone into offline mode
- Now uses Aspell for spell checking


- Full-featured SIP VoIP add-on instead of standard VoIP integration


- Default account for auto-login can be chosen manually


- Tray icon now shows true count of visitors instead of "10+" all the way to 99
- User can focus chat window by clicking on the chat message area, and messages can still be typed

SyncWorks:
- Full internationalization support through UTF-8 encoding


- Extended configuration allows the user to choose how data is synchronized, and what data is excluded


InstaAlert:
- Full internationalization support through UTF-8 encoding
- Now retries failed connection up to 20 times before going into offline mode
- Can display a warning if alert data transfer fails

--

[Varun Shoor]

Bugs Fixed - Windows Applications

- LiveResponse WinApp:

- URLs for some operations such as Push URL, Ban User, etc. were formatted incorrectly and would be rejected by certain server configurations
- Erroneous or misleading string descriptions fixed
- Visitor tabs disappearing when exiting app in browser mode
- Selection not retained in Shortcut Bar when moving to browser mode
- Didn't close session when logging out
- Some windows had incorrect tab order
- Unused alert for 'new tickets' removed
- Visitor tabs appeared in VoIP mode
- Resizing Shortcut Bar triggered selection of active button
- Irrelevent features enabled in staff-to-staff chats
- User could send empty messages by holding [enter] in chat window
- Can print in browser and visitor modes
- Localization of some items wasn't successful from language pack; item captions were stale
- Not returned to Online state after # of chats rises above auto-away threshold
- Tray icon now reappears if explorer crashes or is stopped
- Referrer field always empty
- User names that required Unicode would not work properly

- SyncWorks:

- Crashes Outlook during synchronization
- Some fields not properly synchronized
- Duplicate toolbars installed in Outlook under certain circumstances
- Items always marked as public on the server
- Resizing of certain GUI elements to accomodate more information
- Typos in default English (en-us) language pack
- User names that required Unicode would not work properly
- Device ID not generated for computers with no network cards

- InstaAlert:

- Ticket counts over 999 resulted in incorrect count display
- User names that required Unicode would not work properly
- Device ID not generated for computers with no network cards

[Varun Shoor]

Changelog - SWIFT

SWIFT General:
- Fixed sprintf() bug for Staff CP Dashboard (News Tab)
- Changed default Content-Transfer-Encoding from none to 7bit for HTML Emails. If you want it changed, you can do so under locale/en-us/en-us.php file
- UNICODE support for all Winapps
- Added ImpEx Script for Cerberus v2.7
- Fixed a JS error with login form templates
- Fixed a bug where fread statement in class.template.php was causing some errors
- Fixed a bug where ALTER statements wouldnt work properly
- Changed "Incoming Chat" text to "Pending Chat" to match winapps

Live Support:
- Fixed bug where chat history in winapp would display base64 encoded data
- Fixed bug where Unicode text wouldnt display properly in Staff > Chat History
- ViewShare now has an option to manually specify the IP
- Fixed a bug where client chat messages werent escaped
- Fixed a bug where the Loop Frame wouldnt start properly in Winapp (Very Rare)
- Fixed a bug where the system would not send multi byte characters in the chat history email
- Fixed a small bug with Breadcrumb Links

Tickets:
- Fixed bug where if the Status Update setting was set to "Do Not Update" it would still reset the status to template group default
- Added Follow Up Tab
- Wrote all core Follow Up Functions
- InstaAlert Dispatch Code now encodes to UTF-8 on fly
- Fixed Time Worked when Forwarding & Creating New Tickets
- Fixed Bug where Last Update and Creation Date were same in Client CP
- Added an option to auto add ticket users as recipients when a ticket is merged
- Search feature does not work properly.
- Added Escalation Path feature (!!) which basically shows a snapshot view of the properties the ticket was at before it was escalated. SS: http://varun.kayako.org/escalationpath.png
- Added Quote Menu under Post Reply
- Fixed bug where alert email content was not being formatted properly
- Fixed multi byte character search (Requires a rebuilding of search index)
- Added a Permission to disable creation of Public Alert Rules by Staff (Thanks Ryan)
- Follow-Up > General UI
- Follow-Up > Add Notes UI
- Follow-Up > Post Reply UI
- Follow-Up > Forward UI
- Release Tab > Follow-Up
- Forward Tab > Follow-Up
- Reply Tab > Follow-Up
- Follow-Up > General Backend
- Follow-Up > Add Notes Backend
- Follow-Up > Post Reply Backend
- Follow-Up > Forward Backend
- Added an option in Support Center to specify CC Recipients (Thanks Mark)
- Recoded the search functions to allow indexing and searching of Multi Byte characters. It *should* be fixed now.
- Fixed a bug where Last Replier didnt get updated when the last ticket post was deleted
- Fixed a bug where the system would not use the correct Template Group when creating a new ticket from Staff CP
- Added a long standing feature request to include the Ticket History in Staff Replies. This option can be enabled in Admin CP > Settings > Tickets (!!)
- Fixed a problem str_split that was preventing the CC functionality from working in PHP4
- Fixed a bug regarding Call-Time-Pass-By-Reference in InstaAlert Dispatch Code
- Fixed the paging problem of news displyed on Support Center.
- fixed the problem of double attachments with new ticket creation.
- Fixed the tickets merging error.
- Fixed a parse error in delete ticket post function
- Fixed a crucial bug where all alerts had same body contents
- Removed some stale print_r statements
- Fixed a bug where attachments werent dispatched
- Fixed the problem of Staff chat history.
- Fixed the bug where Quick Insert option for Downloads did not work under New Ticket section

CLI:
- Fixed bug with rebuild index feature

Mobile:
- Added Delete Tickets Functionality
- Kayako Mobile > SWIFT Attachment Functionality Added
- Added SWIFT > Kayako Mobile Attachment Support
- Removed some field entries in outgoing XML
- Fixed Count Bug where value > 999 would get stripped in the Rendered Tree
- Fixed the bug where From Email address would be of staff rather than the email queue

Setup:
- Fixed CLI ImpEx Bugs (For v2 Hosted > v3 Hosted Import)
- Fixed a bug with the CLI ImpEx script where it wouldnt rebuild the cache files

Teamwork:
- Fixed SyncWorks Contacts Section for the newly written SyncWorks build
- *HUGE UPDATE* to SyncWorks code, Pretty much a complete overhaul of the synchronization process
- Added SyncWorks Extended Conf Protocol (!!)
- Fixed a bug where body data wasnt escaped for quotes causing SQL queries to fail.
- Fixed some bugs with extended protocol (duh!)

Mail Parser:
- Added option to handle Reply-To Email
- Additional Recipients (Reply-To, CC Users, Multiple Emails under To: directory) are now automatically added as CC Recipients
- Fixed a bug where the system would use the default template group for email_noregistration template
- Fixed parsing of incoming BCC messages (Thanks Nick)
- From Name, To Name and Reply-To Names are now also encoded using UTF-8 automatically
- Removed parsing of Delivered-To for Recipient addresses as it is to be used for only loop detection

InstaAlert:
- Fixed Count Bug where value > 999 would get stripped in the Rendered Tree


Bugs Fixed:
- FS#1074 — Problem when editing steps in Troubleshhoter.
- FS#1543 — private kb articles and folder problems.
- FS#1554 — Reassign tickets from deleted staff.
- FS#1518 — RegEx validation makes custom field semi-required.
- FS#1423 - Task with option public will not displayed in other staff dashboards.
- FS#1561 - Advance Search in hosted.
- FS#1542 — Ticket Attachment
- Custom field values are not displayed in the edit mode.
- FS#901 - Disabling ability for staff to create new tickets does not work.
- FS#1474 - KB link appears even when module disabled.
- FS#1582 — Auto Close Fails if "Final Auto Close Timeline" = 0
- FS#1531 — Knowledgebase getArticle function leaves $_article["kbcategoryid"] empty
- FS#1489 — Problem with linked custom field groups
- FS#1420 — Problem with departments online/offline status
- FS#1402 — Templates Group problem
- FS#1362 — Support Center -> Ticket List -> Ticket Details -> Custom fields update does not get reflected
- FS#1359 — Support Center -> Ticket List -> Ticket Details -> Last Update does not work
- FS#1130 — Select Type Custom Fields reset to default value when fields are filled wrong
- FS#1600 — when a user subscribes to News
- FS#1139 — Custom Fields unusable
- FS#1267 — Restricted Template Groups
- FS#1049 — Edit Staff Shows wrong username
- FS#1009 — bugs(manage language) in v3.00.13?
- FS#1070 — eSupport ignores reply-to header
- FS#914 — Phone Tickets - adds user incorrectly
- FS#785 — Restrict Users Group doesn't work for templates
- FS#1515 — Mail Parser shows incorrect ticket id (RSO-621482)
- FS#1618 — mail parser but when forwarding mail into ticket
- FS#1612 — Error in custom field code prevents staff editing
- FS#1581 — Mass ticket deletion fails
- FS#1600 — when a user subscribes to News
- FS#1130 — Select Type Custom Fields reset to default value when fields are filled wrong
FS#1602 — Add permission to limit ability for staff to create Public Alerts
- FS#1209 - marking ticket closed still shows ticket overdue
- FS#1515 - Mail Parser shows incorrect ticket id (RSO-621482)
- FS#1613 - Report Time Error
- FS#1496 - Wrong links in alerts
- FS#1139 - Custom Fields unusable
- FS#1546 - HTTPS not included in admin images
- FS#1162 - Bug in date formating
- FS#1489 - Problem with linked custom field groups
- FS#1624 - custom fields area not removed when deleting custom field group
- FS#1065 - Adding an email address to a user when the email already exists reports as successful.
- FS#1222 - Unable to delete task log items in bulk
- FS#1462 - Mass Delete in Task Log does not work
- FS#562 - Chat History and PHP Fatal Errors
FS#1668 — InstaAlert ticket counts incorrect
- Fixed the problem of Staff permissions while new ticket creation.