Hi, I would like to post here the email i just send to Kayako Support, to give our feedback to other customers. --- Hi, We recently switched to the new version of Kayako. We have a bit of a feeling we downgraded in software possibilitys. We are not satiesfied with how Kayako is working in the new version, and so many things thats changed or has been left out. So here is a list of our issues: · Color status. The possibility to have colors in your Statussus are just gone. · “Departments”. This is totally gone. Kayako have chosen a new way with Case Views. In our case this is totally not good. We loved the use of departmens which was divided into statusses. Hell we could even get a list of the closed tickets! · Which bring me to our next issue: You can’t use the status “closed” for anything! Only the automatic system can change from completed to closed. Why???? We don’t want this! And if we put something on closed, we still want to possibility to reopen it. Why is Kayako even forcing this right now ? · The audit log in a ticket is just gone. Ok , its there.. but the line “user” has updated “ticket”.. you don’t know much about that. What has he updated? · Every user could make his own views. Not possible anymore, only the administrator can make views. · Filter button is totally gone in the views. We really used this.. · In a ticket view you had quick buttons to reply, follow up, take/assign, print, duplicate, split, flag, trash.. ALL GONE. · All the automatic e-mails are gone. We have to set them up ourselfs from scratch. We already spend a lot of hours trying to find the right way to send an automatic email. · Knowledgebase isn’t accesible in staff view. · Troubleshooter is gone? · … We are totally not happy anymore. We paid for a product, and now the new package is only 10% of what it was with the old version. We don’t have time for an answer like: Yeah its planned it will come. I know a lot of things where plannend in Kayako, and came after 3 a 4 years. Is it possible to switch us back to our old Kayako system? Or what do you guys suggest we should do? We want the product we paid for, not a beta software which is totally not finishd. Hope to hear from you soon!