Kayako OnSite is one-click remote desktop support, built right into the helpdesk. During a live chat, your operators can invite customers to a remote sessions. Your customers are offered a small file to download, run, and they will be instantly connected to the operator.

Our goal was to eliminate technical headaches: no complex router or firewall configuration – it just works, automagically.

There will be some instances where network roadblocks cannot be automatically worked around, and in those cases some router configuration would need to take place. We aimed to keep these instances an absolute minimum, and should only be needed in very special cases.

To make the experience even more seamless, we have been hard at work implementing a completely new networking system for Kayako OnSite that will figure its way around even the most complicated of network configurations, as well as fixing some issues with 64bit applications.

After a great deal of research, engineering and testing, we are really pleased to be able to announce Kayako OnSite 2 beta.

OnSite 2 now uses the same technology that provides the connectivity for Google Talk (the Jingle protocol). We have tested OnSite 2 for a while now, and it’s performed fantastically in all of the circumstances we could throw it in.

Kayako OnSite 2 beta is now available to all customers in the latest update.

OnSite 2 is secure and stable. We will be using this public beta to gauge performance across numerous network and router types and configurations. We encourage everyone to start using it and to provide their feedback (even when it works – we are particularly interested to hear about performance in notoriously locked down IT environments).

To start using OnSite 2, update your helpdesk (Kayako OnDemand customers will be updated in the coming week) and then ask your operators to update to the latest version of Kayako Desktop. Starting a remote support session works exactly the same as it did before – in a live chat with a customer, click on the OnSite button to invite them to a remote support session.

We are thrilled to announce the first release of Reports 2 beta, which is available to all customers in the most recent update.

Reports 2 beta is a good example of our philosophy in practice. Our aim is to bring powerful, business-grade helpdesk functionality and productivity to everyone. Tools that are easy to access and a pleasure to use, whoever is using them.

With this in mind, we set about making reporting in Kayako easier to use, more flexible and even more powerful. We think that Kayako Reports 2 will turn helpdesk analytics on its head.

As well as packaging a big bunch of useful reports and analytics, we have created one of the most powerful and intuitive reporting tools available as part of any helpdesk solution. No rocket science, no corners cut and no third-party products or services required.

Bundled Reports

After months of careful research, compiling our own expertise and listening to feedback from our customers, we have created more than one hundred reports in this first beta release, covering all of your customer support channels: including tickets, email, live chat and calls.

You can produce simple tabular reports, summary table reports, matrix and even nested matrix reports. We showed some examples of different report types and layouts in an earlier preview last month.

We’ll be using the beta period to collect feedback and reports suggestions, and will incorporate news ones with each future update. If you would like to request a new report to be added or share one you have created, you’re welcome to in the feedback forum for Reports 2 beta.

Creating Reports

When it comes to reporting, many helpdesk solutions trade flexibility against power, or make engineering shortcuts that sacrifice the scope of reports and analytics which can be extracted from a helpdesk. We didn’t want to do either.

As part of the update to Reports, we have created two fantastic new innovations that make creating report and turning helpdesk data into useful information as simple as possible, without making these sacrifices.

Kayako Query Language

First, we created the Kayako Query Language (KQL). A report is defined by a line of KQL, a language that is used to tell the helpdesk what data you want to include in your report and how you want it to be displayed. As a language it is almost identical to SQL, with some added Kayako features and functionality. We have kept the syntax short and simple.

It only takes the above line of KQL to produce a relatively complex nested matrix report, showing the average ticket ratings for the month, broken down by department and then by ticket type.

Reports and KQL are thoroughly documented with with real report examples, aimed at all technical levels.

Report Writer

We understand that most of our customers don’t want to get bogged down in syntax, and we wanted to make Reports accessible to people at all levels. That’s why we created the Report Writer - an intuitive and intelligent editor that makes modifying and writing your own reports from scratch a breeze.

Report Writer checks what you type on-the-fly and automatically provides suggestions about what you may need to type next. In fact, the auto-completion and suggestions are so comprehensive that you can create reports using just your mouse or up and down arrow keys – you don’t need to type anything at all.

It will check your KQL for errors, providing guidance where possible, and will also load data from your helpdesk to assist the auto-completer. It’s a really intuitive and fun way to build your reports, and we encourage everyone to give it a go.

About this Beta

Reports beta is available to all of our customers as part of the latest update (Kayako OnDemand customers will be updated in the coming week).

Currently, Reports beta is fully functional. Here is a brief of list of features we are planning to bring to Reports, but which are not yet present:

• Export options (Excel, CSV, PDF)
• Scheduled reports (and automatic emailing)
• Built-in charting

We have created a forum dedicated to feedback and suggestions about Reports beta. We are especially eager to hear your feedback about the bundled reports – which are missing, what you’d find useful and if your experience with Reports meets your organization’s requirements.

We are pleased to announce that Kayako Mobile for Android is now available in the Android Market, sans the beta tag.

Kayako Mobile offers full ticket management on-the-go, including support for ticket macros, searching and filtering and file attachments, enabling your team to update support histories in the field, or keep an eye on the helpdesk in the coffee shop.

Features

• Helpdesk overview listing departments and ticket counts
• Full ticket management with attachment support
• Support for ticket macros and notes
• Advanced ticket search
• Ticket starring (flagging)

Since beta, Kayako Mobile has been updated to resolve any recently reported issues. We are still eager to hear your suggestions and feedback for Kayako Mobile. If you have something to share, please stop by the feedback forum. If you’re enthusiastic about the app, we’d also like to invite you to rate it!

Note: In order to use the latest version of Kayako Mobile, you will need to update your helpdesk to the latest release (Kayako OnDemand customers will be updated in the coming week).

A Huge Update… and Introducing Reports 2 Beta and OnSite 2 Beta

We are incredibly excited to announce the biggest update since the launch of Kayako 4 last year. It is so big that we have split it into more than one announcement.

Highlights of this update include:

• The all new Kayako Reports 2 beta, with the intelligent Report Writer and Kayako Query Language.
• The also all new Kayako OnSite 2 beta, with vastly improved and more intelligent networking capabilities for one-click remote support.
• More than 200 new features, fixes, improvements and security updates.

This update is so big that we’ve had to split it into more than one announcement.

Kayako Reports 2 beta

Kayako Reports 2 beta has landed, including more than one hundred reports, ready to run out-of-the-box.

Reports 2 beta includes more than one hundred comprehensive helpdesk reports out of the box. We have also created one of the most powerful reporting tools available as part of any helpdesk solution, called the Kayako Query Language.

See the Reports 2 beta announcement for more information. You can also drop by the Reports 2 beta feedback forum to share your experience and feedback.

Kayako OnSite 2, Now With More Automagic

Kayako OnSite is our one-click remote desktop support solution, built right into the helpdesk. It enables your operators to invite customers to a remote support sessions, reducing even thousands of miles to milliseconds for more effective hands-on support.

Our goal with Kayako OnSite was to eliminate technical headaches: no complex router or firewall configuration – it just works, automagically. For most cases and network configurations, this was the case.

With Kayako OnSite 2 beta, we have complete reengineered its networking functionality. It intelligently works it way around complex network configurations, routers and firewalls better than ever before. You’ll now be able to reach your customer’s desktops seamlessly and without interruption in just one-click.

We are pleased to notify you of the General Availability of the newest version of the Mozy for Windows client. Please visit http://mozy.com/pro/download to download this latest version, then update your release notes to those found on our Support Portal.