Bi-weekly release notes

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

  1. Gurpreet Singh

    Gurpreet Singh Staff Member

    Fixes and improvements
    • We've made the spam filtering in Kayako a little more lenient, as some of you were having problems with legitimate email being suspended. Let us know how you get on.
    • Improved cross-site request forgery protection in the Help Center, making it more secure.
    • Added a last_active_at property to users in the API, so you can query for when any user was last active in Kayako.
    • Regardless of your Kayako plan, you can now toggle whether SLAs are active for the Pending status. Previously, this was only available to customers on the Enterprise plan.
    • Fixed some issues in the Help Center customization area in Internet Explorer.
    • Fixed a problem that prevented users from entering their password again after a login failure in the Help Center.
    • Relative times ('a day ago' and 'yesterday') will now live-increment (useful when you're blankly, endlessly staring at your screen. We all have those days...)
    • Security fixes.
     
  2. Gurpreet Singh

    Gurpreet Singh Staff Member

    A new, more intuitive experience for your team
    A new, more intuitive experience for your team in Kayako. We've taken your feedback over the last few months and incorporated it into a big, glossy update. We hope you'll find it faster and more productive. Here are some of the highlights:

    • A reworked layout, making better use of space on both smaller and larger screens.
    • Faster switching between cases and case views.
    • An easier-to-use conversation timeline.
    • A requester info card pulls in contact identities and the current local time of the person you're speaking with.
    • Private comments are now indented, making the internal conversation easier to follow.
    • You can now see a preview of the latest reply to a conversation in case views.
    • Many other interface improvements and enhancements.
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    A brand new app for iOS
    Last week we launched a brand new Kayako for iOS app, which takes the Kayako experience you're used to on the desktop to your pocket. With Force Touch support, preview pops and other productivity enhancements, you can easily track and reply to conversations on to go.

    Kayako for iOS

    A beautiful new experience for Android
    Coinciding with the new Kayako for iOS app, we've brought Kayako for Android up to date with the new desktop experience. Conversations are clearer and easier to manage. Your daily commute has never been more productive!

    Kayako for Android
     
  3. Gurpreet Singh

    Gurpreet Singh Staff Member

    Happy Holidays from Kayako

    Here's our annual customer service themed greetings card, with best wishes from the Kayako team: www.kayako.com/holidays/2016

    What's new

    Assign-to-me shortcut

    Something we're focused on doing is helping your team do more in less time, so they can focus on having better, more valuable conversations with your customers.

    You'll now find a little Assign to me shortcut in the reply area of a conversation, so you can quickly put your name on a conversation while replying.

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    Easier to use team management
    [​IMG]We've reworked the team management interface to make it easier to read, use and manage team members.

    Inbox conversations count badge

    [​IMG]There's a new count badge on the conversations icon.

    This is the number of conversations that are in theInbox view (i.e. the number of conversations that are open and assigned to you, assigned to your teams or unassigned), so you can keep an eye on what needs your attention.

    Speed and performance improvements ⚡️

    We're always working on making Kayako faster for your team and your customers. In the last two weeks, we've made big strides and have halves the time it takes for your team to perform common actions in the agent area.

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    Fixed and improvements
    • Kayako will automatically scroll you to the start of the latest message in a conversation (useful when you receive one of those epic 10-pagers!).
    • A pretty new login page for your team.
    • Trashed conversations will no longer appear in search results.
     
    Last edited: Jan 5, 2017
  4. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff

    Merge conversations

    Sometimes, you'll have simultaneous conversations with a customer or organization that overlap. To keep your queue from getting cluttered, you can merge two or more conversation into a single case, so your team doesn't miss out on any important context.

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    Send and change conversation status in just two clicks

    Another productivity improvement in our goal to help you do more in less time. You can now set a status when you reply to a conversation. Fewer clicks for you, quicker answers for your customers.

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    Help center now available in over 30 languages

    Do you support customers around the world in multiple languages? Your Kayako Help Center interface is now translated and available in over thirty languages - so you can offer a relevant experience, wherever your customers are.

    Find out more

    Improved CC workflow

    We heard you - copying multiple team members on one reply was more difficult than it needed to be. So we've made it much easier.

    Now, you'll see a CC button. Click that, and you can start searching for another user, or type in any email address. You'll also see the From, To, and CC addresses at the top of each email post.

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    Salesforce integration

    Connect the dots between customers, support, and sales with the new Kayako for Salesforce integration. Give your sales team an at-a-glance view of all customer conversations, including status and priorities, right within Salesforce.

    Find out more

    Fixes and improvements
    • Fixed an issue which prevented admins from localizing default fields for forms
    • Improved 'empty state' screens with new illustrations to brighten your day
    • Setting the groundwork for a faster, real-time messaging experience
     
  5. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff

    Cases become Conversations

    We’re all people here. When you reach out to support teams, you’re not a case number. You’re a person having a conversation. That’s why we’ve updated some Kayako terminology to reflect this distinction.

    Several people are typing...

    Well, maybe not several. But the one that counts is. We’ve added some typing indicators to the agent reply area to give your teams and customers a stronger sense of real-time messaging in action.

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    Introducing: custom reports (minus the headache)

    Get all the insight you need to improve your customer support process. In just a few clicks, you can now export all of your conversation information and metrics for further analysis in tools like Microsoft Excel.

    Just as you would with automations and views in Kayako, you can build custom reports by selecting the conditions to filter your data, and then save your report. After that, you can refresh, download, and share the report at your leisure. Learn more about how to build your first report.

    All aboard!

    New customers can become better acquainted with their new Kayako account with four simple onboarding steps. Set up your email, link your social accounts, get started with Messenger, add your agents, and off you go.


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    Fixes and improvements
    • Further speed and reliability improvements to the entire Kayako experience
    • Further improved ‘empty state’ screens with illustrations and a bit of helpful information for getting set up
    • Smoothed out process for dragging and dropping files into your conversations.
    • Cleaned up the experience of deleting conversations
    • Spruced up some alignment issues for a more streamlined look to your conversation history
    • Removed the “New Conversation” button for disabled users
    Questions about anything you see here? Let us know - support@kayako.com.
     
  6. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello again! We update Kayako almost every day. Every two weeks, we'll summarize what's new, what changed and what we fixed in the Release Notes section.

    New stuff

    Start an advanced search quickly

    We've revamped the + New button in the tab bar. As part of this, we've made it easy to start an advanced search in just two clicks.

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    More information about recent conversations

    Rather than just show the name of the conversation, we're making it easier to see what active requests are open with your customers.

    We've restyled the Recent Conversations on user profiles to now show the statuses, dates, and show which agents in your team they've interacted with before - plus, a handy link to search for all their conversations.

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    Fixes and improvements
    • Opening search results with CTRL/CMD + click no longer closes the search results
    • Improvements to the onboarding process, for Kayako trial accounts
    • Updated some error messages to be clearer and more concise
    • Fixed some line height issues, to make scanning a conversation much easier
    • Realigned some avatars and buttons to make things prettier
    Questions about anything you see here? Let us know - support@kayako.com.
     
  7. Gurpreet Singh

    Gurpreet Singh Staff Member

    New stuff

    Agents can update their avatar photo from their profile

    Let your customers see who they're dealing with. Your agents can now upload or remove their avatar photos from their profile page.

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    Fixes and improvements
    • Better agent detection - no more 'phantom' agents who appeared to be viewing a conversation when they, in fact, were not
    • More immediate 'is typing' indication, so you can see who's replying
    • Case statuses will always show in the correct order in dropdowns: logically, or in the order chosen (Enterprise plan only)
    • Standardized the display of search results - all
    • We've also made it clearer that our current localizations and translations are in beta. If you have feedback on the quality of translations, we'd love to hear it.
    Questions about anything you see here? Let us know - support@kayako.com.
     
  8. Gurpreet Singh

    Gurpreet Singh Staff Member

    Know when your email has been seen

    Ever wondered if a customer has seen your email yet, or if your message has been delivered at all?

    Your Kayako will now tell you the status of the replies your agents send to customers: whether it's been sent successfully, delivered to their inbox, bounced, or read.

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    Check out the help center article for more information and share your feedback with us - start a conversation today.

    Learn more about post statuses here

    Better display for small screens
    We’ve also changed the way emails wrap within the conversation area. Now it’s much more responsive and wraps neatly within the width of your screen - no matter how big or small.

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    Fixes and improvements
    • Fixed some bugs related to creating new conversations and opening existing ones
    • Fixed an issue relating to duplicate notifications in brand templates
    • Made some improvements to Advanced Search
     
    Last edited: Mar 27, 2017
  9. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello again! We update Kayako almost every day. Every two weeks, we'll summarize what's new, what changed and what we fixed in the Release Notes section.

    New stuff

    Change requester

    You can now change conversation requesters in Kayako, without needing to duplicate or merge.
    [​IMG]


    Fixes and improvements
    • Fixed a bug that meant previously-deleted options in custom fields still showed
    • Fixed some translation issues - improvements to translations coming soon!
    • Fixed a bug that caused links in conversations to include the trailings square bracket
    • Fixed an issue with datepickers across the product
    • If no channels exist and a case cannot be replied to, we just show the option to leave a note instead.
     
  10. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello again! We update Kayako almost every day. Every few weeks, we'll summarize whats new, what changed and what we fixed in the Release Notes section.

    New stuff

    Journeys and conversations
    Over the past few months, we've been working hard to understand what customer service agents and managers need to give every customer a perfect experience. We've just launched Journeys and Conversations within Kayako. Find out more.

    An easier way to start conversations
    It's now easier than ever to proactively start conversations with your customers over email and Twitter. Find out more.

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    Speed through conversations with improved keyboard shortcuts
    You can now use your keyboard to navigate through conversation views.

    • Use your ⬆️ and ⬇️ keys to move between conversations.
    • Enter will open a conversation - or open a conversation in the background with CTRL + Enter or CMD + Enter
    • Press the spacebar to select a conversation for bulk editing.
    Fixes and improvements
    • Improvements to the reply box - some styling improvements, abiliyt to type special characters, and improvements to the smart send button
    • Organization names now appear in conversation views
    • Fixed an issue where agents could reply to a conversation via channels associated with any brands
    • You can now update your customer's name from the sidebar on a conversation
     
  11. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello again! We update Kayako almost every day. Every few weeks, we'll summarize whats new, what changed and what we fixed in the Release Notes section.

    New stuff
    We'll now show logos for organizations, when we can find one.

    Fixes and improvements
    • Improvement to the email identity dropdown: copy is now the first option!
    • Minor improvements to the conversation sidebar, CC and tags field UX, and recent conversations on user profiles.
    • Fixed some glitches for Safari users
    • Fixed a bug relating to day boundaries and date selectors between browser and user timezones
    • Enabled conversation views sorting by last updated time
     

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