Bi-weekly release notes

Discussion in 'Using the new Kayako' started by Jamie Edwards, Jul 11, 2016.

  1. Jamie Edwards

    Jamie Edwards Staff Member

    Updates in the week of 2016-07-04
    https://support.kayako.com/article/1196-updates-in-the-week-of-2016-07-04

    Welcome to the first update roundup for the new Kayako ( Kayako Classic release notes are available here). We update Kayako almost every day. Each week, we'll summarize what's new, what changed and what we fixed in this section.

    New stuff
    Fixes and other updates
    • Lots of Internet Explorer glitches fixed in the agent area
    • Fixed an issue where special characters in Help Center titles were being shown as HTML entities
    • Fixed an issue where some customers were prevented from updating a brand in the admin area
    • Fixed a problem where new case reply updates were not pushed to Zapier
    • Fixed a problem where cases that have breached an SLA target were not being pulled into case views with a 'SLA: Breached' criteria
    • ✉️ Improvements to email notification templates
    • ✉️ Improvements to how we show loading indicators when updating a case
    • ⏳ DKIM now live for custom mail addresses added to Kayako ( learn more about configuring SPF and DKIM)
     
    Last edited by a moderator: Jul 20, 2016
  2. Gary McGrath

    Gary McGrath Staff Member

    Updates in the week of 2016-07-11

    https://support.kayako.com/article/1199-updates-in-the-week-of-2016-07-11

    New stuff
    • We have made switching from a rich text case reply mode to a plain text mode more graceful (e.g. going from an email reply to a Twitter DM) - we do our best to lay out your text and any links nicely
    • ⚡️ Kayako Messenger now loads from the Kayako content distribution network (CDN), where we host copies of the files loaded by your customer's web browser all around the world, and serve them their nearest copies so things load quicker
    • Improvements to the account management area (where you can manage your account, plans and billing)
    Fixes and other updates
    • Fixed a problem where some user tag searches were returning no results
    • Fixed a problem where macros visible to 'just yourself' were searchable by other agents
    • Owner users can now update the role of other owner users
    • Trigger and monitor rules will now fail gracefully if a one of the criteria tries to reference a custom field that either has no value set for a case, or no longer exists. Before, Kayako would generate an error. Now, the erroneous criteria will simply return false
    • Fixed an encoding and decoding issue where some non-Latin characters sent from Outlook weren't displaying properly
    • Team members are now sorted alphabetically when managing teams in the admin area
    • Typography improvements in the agent area to make readability easier
    • Misc styling and cosmetic fixes in the agent area, including nicer 404 pages and further Internet Explorer fixes
    • Fixed a problem where the 'increase' priority action wasn't executing for monitor rules
    • Trashed cases are no longer including in insights
    • Fixed a problem where searching for 'in:users tag:hello' would return everything tagged with 'hello' in Kayako (even non-users)
    • Increased the default minimum password length for agents from 5 to 8 characters (enterprise plan customers can define custom password policies)
    • Fixes and improvements made to email message parsing
    • Security fixes (cross-site scripting security bugs in the Help Center)
     
  3. Jamie Edwards

    Jamie Edwards Staff Member

    Updates in the week of 2016-07-18

    We update Kayako almost every day. Each week, we'll summarize what's new, what changed and what we fixed in this section.

    New stuff
    • Updates to the Zapier integration include improvements to searches: you can now leverage Kayako's unified search properties and filters
    • Speed and responsiveness improvements to the agent area, including switching between case, user and organization tabs
    • Added a refresh button next to case views
    [​IMG]

    Fixes and improvements
    • Setting 12/24hr time format is now reliably honoured and displayed
    • Twitter character counts account for URLs correctly now
    • Security improvements, including session invalidation when you reset your password and cross-site request forgery prevention throughout Kayako ( find out more in the developer portal)
    • Fixed the organization: search filter, which was not working in some cases
    • Fixed a problem that would cause changes to templates in one brand to reflect in another brand
    • You'll now be warned if you try to leave or close a page in the Help Center if you have made unsaved changes to an article or template
    • Fixed a problem that prevented reCAPTCHA from working when a custom domain name is in use
    • Fixed a problem that would prevent admins from saving settings such as IP restrictions and the email blacklist and whitelist
    • Fixes to the rule and criteria builder (trigger, monitor rules and SLAs), including an inability to click to select an item from search fields, and minor styling issues
    • Fixed a problem where Kayako wouldn't let a user set their timezone to IST
    • Fixed a problem where newly created case views were showing without a case count
    • The reply box is no longer shown on closed conversations in the Help Center
     
    Last edited: Jul 30, 2016
  4. Jamie Edwards

    Jamie Edwards Staff Member

    Updates in the week of 2016-07-25

    New stuff

    • You can now invite multiple team members from admin/people/team-directory
    [​IMG]

    • We've been optimising how Insights work: they should now load faster
    Fixes and improvements
    • Kayako Messenger used to make noises every time it loads on a page. It's now silent until something happens requiring your attention.
    • If you open the filter or sorting dropdowns for a conversation timeline, your current selection will now be reflected.
    • Fixed links to failed searches in Insights.
    • Fixed an issue with searching for users in autocomplete fields.
    • Collaborators are now available when managing teams in Admin.
    • Fixed a problem where clicking links to external sites in a conversation didn't work.
    • Avatars in Kayako Messenger will now load more consistently.
    • Fixed an issue where some people could not attach files to Help Center articles.
    • Searching for help center articles from the Agent area pulls more expected results.
    • Fixed an issue where the sender data in emails sent from the Airmail client were not being parsed correctly by us.
    • Fixed an issue where some people couldn't update their team members even though they were within their plan allowance.
    • Fixed an issue where sometimes we weren't getting the right identity information from Facebook.
    • Brand names will now appear in the subject line when invitation emails are sent to users registering, or staff added to your Help Center.
    • More fixes for visuals in IE11.
    • Visual improvements to dropdowns in admin and empty search states.
     
  5. Jamie Edwards

    Jamie Edwards Staff Member

    New stuff
    • Case views can now show you information from custom fields.
    • When adding team members, you can now see all roles and teams if you have a particularly long list.
    • You can filter by channels (such as email, Twitter) when looking at the "messages received" graph in Insights.
    • If another person viewing a case makes a few edits in succession, we will now group all of those update events into one notification, rather than listing them multiple times.
    Fixes and improvements
    • We've made a number of improvements to what Collaborators experience when they log in to the agent area, with clearer indications of what they can and can't update.
    • After adding a note with an attachment, you can now view and download that attachment.
    • The {{case.assignee.name}} and {{post.contents}} placeholders are back in action. Learn more about using them!
    • Fixed an issue where setting case access permissions for collaborators wasn't working properly.
    • Fixed an issue where apostrophes and quotation marks were not displaying properly in cases.
    • Notification emails triggered by automations will now be sent from your default mailbox (unless a better corresponding mailbox is not available for a case).
    • The "+" button now only opens on click.
    • More fixes for Internet Explorer.
     
  6. Gary McGrath

    Gary McGrath Staff Member

    New stuff
    • You can now add your own Google Analytics tracking code when customizing your Help Center
    • You can now edit your survey templates. To check this out, head over to Brands in Admin, and look at the Satisfaction email template.
    • We will now save drafts of replies and notes so if you close your tab or browser, you don't lose your work.
    Fixes and improvements
    • Fixed some intermittent issues with Triggers not firing.
    • Using "current user" as an action with Triggers or Monitors should now work correctly.
    • Non-latin characters are now correctly saved when used for custom fields.
    • Cascading select fields should now be displaying properly for customer-visible fields.
    • Collaborators can now create cases with private notes.
    • Fixed an issue where logging out of the Help Center would also disconnect ongoing chat sessions.
    • Fixed an issue where sometimes un-suspending suspended messages wasn't working.
    • Fixed an edge case that meant sometimes posts would not load in a case timeline.
    • Fixed an issue where SLAs set to apply to Teams would only work if an agent was also assigned to a case. These SLAs will now correctly apply to cases assigned specifically to a team.
    • Line wrapping is now more graceful when we display messages in a case timeline.
    • "Unsaved changes" popups should no longer bother users when they hit the Submit button.
    • Administrators can now see all case views in Admin.
    • Fixed an issue where password resets were failing sometimes.
    • Fixed an issue where admins were sometimes unable to add a Facebook page.
    • More fixes for Internet Explorer.
     
  7. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • It is now easier to tell which language is set as your default.
    Fixes and improvements
    • A bunch of localization fixes:
      • Fixed an issue where disabling the "English - US" language would cause field titles and options to disappear.
      • You can now immediately use a language in an automation straight after enabling it in Localization settings.
      • Fixed an issue where Chinese characters were causing case fields to break.
      • If there is only one language enabled, you will no longer see the language-switcher when editing customer-visible elements like customer fields titles, descriptions or case statuses.
    • Fixed an issue where updating organization fields would sometimes fail.
    • Fixed a bug where deleting case forms didn't work.
    • If you try to upload a file that's larger than your allowance, you will now receive a useful error telling you what went wrong.
    • You can now remove the footer from the email notifications template.
    • Help Center search results now display article titles instead of the section name.
    • Newly created teams can now be used straight away in cases open in other Kayako tabs.
    • When creating an organization, if you click "Add Organization" right after typing a domain, it will now process your domain correctly.
    • Updated some copy in admin area to make descriptions and success messages clearer.
    • More IE fixes.
     
    Jamie Edwards likes this.
  8. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • If you have a custom domain tied to your Kayako account, when visiting the Agent area you will now be automatically redirected to {company}.kayako.com/agent. This removes a lot of problems when plugging in Facebook and Twitter channels.
    • It is now faster to create and edit users! While editing a user's role, we will now automatically select a default value for "case access".
    • Pasting blocks of code in a reply to customers will now format correctly.
    Fixes and improvements
    • Triggers set to fire when a new case is created work properly again.
    • Fixed an issue where tags were not autocompleting when adding them to cases.
    • Autocomplete when adding CC recipients to a case reply now work again.
    • Fonts now load properly when using Firefox in Windows to view Kayako.
    • Better errors for uploading a file type that is not allowed.
    • If you disable a mailbox it will no longer appear when you're replying to a customer.
    • Fixed an issue where it was possible to disable a default language from the admin area.
    • Admins can no longer update the email identities of any user that is an owner.
    • Fixed a problem where sometimes metrics were returning incorrect negative values in insights.
    • Fixed an issue where sometimes changing your language settings would cause case field values to disappear.
    • Fixed an issue where sometimes the SLA performance for agents in insights did not load anything.
    • Setting your default timezone to IST now works correctly.
    • If you try to send replies when your Kayako license has expired, you will receive a better notification telling you what to do next.
    • Fixed an issue where some Messenger chats were not coming through to online agents.
    • Deleting a brand works again.
    • Setting an endpoint to send a FORM type payload will now send it as FORM, not JSON.
    • Improved performance so updating a case is faster.
    • If you try to delete an object like a case field in the admin area, you will be prompted to confirm before we proceed.
    • Macros with complicated menu trees now display more gracefully.
    • When creating a new domain, Kayako will wait a little longer before nagging you that a domain name is/isn't available, to give you time to type.
    • In Kayako Desktop, you will now see when someone on the other side of the chat is typing.
     
  9. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • You can now add emoji to Help Center articles and comments! :)
    • Collaborators may create and update draft articles in the Help Center.
    • If somebody has updated a case you're working on, the Submit button will now tell you it is waiting for their changes to come before letting you submit your own.
    Fixes and improvements
    • Fixed the "case.current_username" placeholder.
    • Uploading images in Help Center articles works correctly again.
    • If a customer revises their rating for a case form good to bad or nice versa, it is now reflected accurately in Insights.
    • Cleaned up some language in the builder for creating automations.
    • Custom regex fields work properly again.
    • Fixed a problem where changing the order of priorities and statuses did not work.
    • Fixed an issue where custom cascading fields thought they were mandatory to start a conversation, when they were not.
    • Triggers using "Time since created" work properly again.
    • When viewing an original email from a case timeline, the displayed timestamps are now localized to the viewer's timezone.
    • Fixed an inaccuracy with "Cases touched" in Insights.
    • Fixed email encoding that was causing some emails not to be delivered.
    • You are now able to set a language other than "English UK" to a brand.
    • Fixed an issue where sometimes fields would be displayed to customers in the Help Center even if "Customers can see this field" has not been selected in the admin area.
    • Fixed an issue where custom dropdown fields were not displaying values properly.
    • Performance improvements: the app should load and respond faster.
    • Stopped blank statuses being created accidentally.
    • Fixed more IE issues.
     
  10. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • Improved rich text editor when writing replies to customers.
    • You can now validate your DKIM/SPF settings for any custom emails you've plugged into Kayako. To do this, just go and edit the mailbox you'd like to validate in the admin area.
    Fixes and improvements
    • Sped up loading data for channels in insights.
    • When your customers receive replies from you, "view the whole conversation online" now takes them straight to your Help Center so they can log in and check in on things.
    • Fixed an issue where sometimes permissions weren't being set correctly when modifying custom roles.
    • Removing an action to set assignee in a macro now works properly.
    • Search results in the Help Center now correctly show snippets from the results, instead of showing you the title twice.
    • Using "Post: New Post" to make a Trigger match a case now works as expected.
    • You can now use accented characters in tags when writing Help Center articles.
    • Insights now show you how many messages you've received on each channel. We've fixed an error with how this was calculated for the Messenger channel where it was counting both sent and received messages.
    • You can now start a conversation from any of your brands while logged in to any of them.
    • You may reset your password on expired Kayako accounts so you can log in and keep exploring the product and/or upgrade.
    • When connecting accounts, you will now see all your available Facebook Pages.
    • Searching is now faster.
    • While setting assignee as an automation action, you will now only see agents, admins and owners.
    • It is now clearer what to do when setting an assignee for an automation.
    • You can now view organizations when you search for them.
    • The case status field now reflects the correct order set in Admin.
    • Deleted case statuses no longer appear in the dropdown.
    • If you've entered less than 3 characters in the search box in the agent area, we will now prompt you to continue typing to trigger a search.
    • Improved how modals look and how actions work when creating or editing macros.
     
  11. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • You can now search for file attachments by file name (such as in:cases attachment:"myfile.zip".)
    • You can now use placeholders in the email subject of email type endpoints.
    • Collaborator users are now able to access insights.
    • When opening cases set to the New status, Kayako will no longer automatically preselect the Open status. We are working on smarter ways to reduce the number of clicks your team have to make to reply to and change the status of a case at the same time.
    Fixes and improvements
    • When hovering over relative time stamps (such as '6 hours ago') in case views, you'll see the exact date and time in a tooltip.
    • Full URLs will no longer be included in Help Center article previews in category and search listings (they had a tendency to consume all available space!)
    • Fixed a problem that prevented people from un-liking Help Center content.
    • If an automation has been configured to change the team of a case, but a case is assigned to an agent who does not belong to that team, the automation will automatically unset the assignee of the case while changing the team.
    • Email address searches are no longer case sensitive (in:users your@emailaddress.com.)
    • Email templates for notification emails to your customers will now automatically select the appropriate brand's email templates, rather than the default template.
    • Sped up how long it takes to load user profiles.
    • Fixed a problem where search would return no results when a query contained a non-Latin character.
    • Fixed a problem that prevented linking and re-authorizing Facebook pages when using a custom domain name.
    • Avatar changes now take effect immediately.
    • When replying to Facebook messages as an agent, your team will no longer be able to accidentally select an invalid Facebook page to reply from.
    • Fixed a problem which prevented SLA targets from being set on a case when the requestor of a case is an agent user.
    • Various WYSWIYG editor improvements, including easier to access controls and improvements to the handling of pasted-in content.
    Fixes and improvements (Kayako Messenger)
    • Messenger will no longer automatically scroll to the bottom of the conversation on every new message (this made it frustrating for people who were trying to read previously received messages by scrolling back.)
     
  12. Gurpreet Singh

    Gurpreet Singh Staff Member

    Gain peace of mind: choose where your Kayako account is located

    We’re excited to announce that we can now host Kayako accounts within the European Economic Area (EEA).

    Some businesses in regulated industries like healthcare and finance, are required by data protection and privacy laws to host customer data inside the EEA.

    Our European pod ensures that all account data hosting, backups, and processing is all contained within the EEA. Our data center (located in Frankfurt, Germany) meets rigorous compliance standards and ensures the same high level of security, reliability, and availability as we achieve with our US-based data center.

    Want to find out more about locating your Kayako account within Europe? Our team is ready and waiting to help. Start a conversation today or email support@kayako.com
     
  13. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • Performance improvements! We're continuing to push out regular performance improvements to make Kayako even snappier .
    • We now have a data center in Europe, where all your Kayako account data will be domiciled within the EEA. Drop us a line if you'd like to talk about moving.
    Fixes and improvements
    • Page titles in the agent area are now dynamic and reflect what you're currently looking at.
    • Improved the layout of the formatting controls on the conversation reply area.
    • Switching back to a case view is now much faster, and they're kept much more up-to-date.
    • When Kayako fails to reach an endpoint, it now logs much more information about the failure, which you can access from the list of endpoints in the admin area.
    • Hovering over relative timestamps (such as 6 hours ago) in case views will reveal the exact timestamp in a tooltip.
    • Yes/No custom fields values used to default to no unless otherwise specified. Now, they default to no value.
    • Fixed a problem where Kayako would sometimes pick the default brand's email templates for outgoing emails, rather than the brand the case belongs to.
    • Bug fixes.
     
  14. Gurpreet Singh

    Gurpreet Singh Staff Member

    Help your customers help themselves in your mobile app

    Sometimes, customers just don't want to talk to you. Kayako gives your customers a 24/7 help center where they can answer their own questions - now available inside your mobile apps.

    We've just launched the Kayako self-service SDK for Android apps, so your customers can find the answers they're looking for without leaving your app.

    [​IMG]

    In no time at all, a developer can build a complete help center within their mobile app using Kayako, complete with engaging articles, categories, and powerful search.

    Find out more about the SDK: take a look at our developer documentation.
     
    Jamie Edwards likes this.
  15. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    Fixes and improvements
    • Now when an agent responds to a case notification email, their reply will be sent by email to the requester as well as being added to the conversation timeline.
    • Even more performance improvements (specifically including first-time login, the loading of custom field values, general performance.)
    • Made email templates play nicer with Apple Mail.
    • Case forms are now safely deletable, even if they've been used on older cases.
    • Fixed a problem that prevented placeholders from being parsed when starting a new conversation from the agent area.
    • Fixed a problem that prevented Twitter and Facebook messages from reopening completed conversations when new replies came in over those channels.
    • Fixed a problem that prevent SLAs from matching cases based on their tags.
    • Fixed a problem where case monitor actions to add or remove tags from cases would not execute.
     
  16. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    Preview image attachments
    Clicking on image attachment thumbnails in conversations will now load images in a viewer in Kayako, without you having to download and open the file.

    [​IMG]

    Keyboard shortcuts ⌨️
    We've supercharged the agent area with keyboard shortcuts, so you can fly through Kayako and get more done in less time. Press the ? key on your keyboard (SHIFT + /) to see the shortcuts you can use, and let us know how you get on with them and what else you'd like to see shortcut'd!

    [​IMG]

    Fixes and improvements
    • Fixed a problem where if one of your case views referenced a custom case field which no longer exists, the case view wouldn't load.
    • A few bug fixes we managed to catch early.
     
  17. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff
    • A redesigned search experience in the agent area, with clearer results more information and search modifier suggestions to make it easier to find what you're searching for.
    [​IMG]

    Fixes and improvements
    • Email replies to case notification from collaborator users will now be added to cases as private notes.
    • The Esc key now unfocuses any field you were focused on - handy if you rely on keyboard shortcuts to whiz around Kayako.
    • SLA pause can now be configured for the Pending case status.
    • Improved the way users vote on Help Center articles
    [​IMG]

    • Fixed some issues with automation rules that referenced checkbox custom field values.
    • Fixed a problem where the last_updated_by value for a case was not updated when replied to via Kayako Messenger.
    • Fixed a problem where SLAs which used a case's organization as part of the criteria would not correctly match cases.
    • Removed @qq.com from the free-email-address suspension list.
    • Some users couldn't attach files to case replies in Internet Explorer - this is now fixed.
    • When editing the HTML of Help Center articles, you no longer need to exist HTML view to save the article.
    • Fixed an error that would occur when setting a case form on a case for the first time.
    • Fixed a problem that caused a You have unsaved changed... popup to show when exiting the edit article view in the Help Center even if you hadn't made any changes.
     
  18. Gurpreet Singh

    Gurpreet Singh Staff Member

    Fixes and improvements
    • Previously, it was not possible to update cases set to the New status (you had to change the status of the case at the same time). Now, it is possible to update New cases.
    • You can now Esc out of image attachment previews in the agent area.
    • Fixed various issues with the rich text editor in the agent area when creating hyperlinks.
    • Fixed a problem that prevented bulk changing cases' team.
    • Fixed a problem where Internet Explorer 11 would insist on you double-clicking dropdown menus to open them.
    • Fixed a problem that prevented the case updated during business hours condition in case triggers from matching.
     
  19. Gurpreet Singh

    Gurpreet Singh Staff Member

    We update Kayako almost every day. Normally, each week we summarize what's new, what changed and what we fixed in this section. But last week we overlooked posting them, so this week's update notes is a bumper edition!

    New stuff
    • We're continuing to improve the search experience. Now when you open the search bar, Kayako will provide you with intelligent, contextual search suggestions. For example, when looking at Adam's case, your search suggestions will include searches for Adam's other cases, cases in Adam's organization and cases that are similar to Joe's.
    • And a bonus - Kayako now remembers your recent searches - you can find your 5 most recent searches in the search suggestions.
    [​IMG]

    Fixes and improvements
    • Disabled agents will now no longer clutter your case assignee options.
    • Fixed a problem which prevent admins from seeing all macros (e.g. macros that are not explicitly visible to them or their teams) in the macro management area.
    • Fixed a problem that delayed the delivery of password reset emails.
    • Private notes no longer count towards first time reply metrics.
    • Fixed various small glitches when adding hyperlinks to case replies using the rich text editor.
    • The Esc key will now dismiss the image attachment preview window.
    • Fixed a problem that required a double-click to open some dropdown fields in Internet Explorer 11.
     
  20. Gurpreet Singh

    Gurpreet Singh Staff Member

    Fixes and improvements
    • Case replies are now sent faster.
    • Fixed a number of small issues that made for a less-than-great experience using the reply editor in the agent area.
    • Fixed a problem that prevented admins from seeing all macros that have been created across Kayako in the admin area.
    • Fixed a problem that prevented you from saving an SLA which included the criteria Assignee = Requester.
    • Fixed a problem where the time remaining on SLA time targets on a case were incorrectly displayed.
     

Share This Page