There are many new powerful features and capabilities in New Kayako. This article gives you a rundown on what's new and what's changed.
The New Kayako comes packed with exciting and powerful new features to help your team deliver the best support out there.
|Feature||What you can do with it|
Rather than dealing with your customers ticket-by-ticket, the New Kayako lets you hold rich, contextualized conversations across multiple support channels. Each conversation will show you details about the customer and their company, as well as a chronological timeline of every interaction the customer has with your team, with other areas of Kayako, and even with external connected systems.
|Social support (Twitter, Facebook)||
You can now handle support requests that come in over social media by connecting Kayako to your Facebook pages and Twitter accounts.
We have added a powerful unified search feature, making it easy to find whatever you need, from any area of Kayako.
|Help Center editing||
Delivering great self-service content is easier than ever, with an intuitive content editing experience built right into the Help Center. Customize your Help Center HTML and CSS, for total control over its look and feel.
Using two simple but powerful automation structures — time-based monitors and event-based triggers — you can build a huge range of automation. From SLA escalations and notification emails to complex, multi-step workflows, automation can help you seriously streamline your support processes.
Learn more in our article about getting started with automation.
Kayako Messenger gives your customers a more friendly and personal chat experience. Starting out with suggestions from your self-service content, Messenger then seamlessly hands off customers for live chat support or captures and stores their messages when your support staff is not available.
Pull in help from people outside your support team, or even your company, with collaborators. These users can add private notes to conversations to help solve problems, without interacting directly with your customers.
Connect with over 500 business apps, like Stripe payments, JIRA, or Trello. And because we use the newest integration methods, you have even more power with instant, real-time multi-step zaps.
Push data from Kayako directly out to custom endpoints in third-party tools, without needing to modify the source code.
The New Kayako provides SSL support for every account, whether you use the default Kayako domain or your own custom domain.
|Conversation field descriptions||
Make it easy for your customers to understand what you are asking, with custom field and form descriptions.
You choose which conversation fields to make mandatory when resolving a conversation. This makes it much easier to standardize your process for conversation resolution.
Add an extra layer of security to your user accounts by enabling two-factor authentication.
Kayako will monitor incoming messages and suspend those identified as spam. If you ever suspect a message has been suspended unnecessarily, you can review and restore it to its rightful conversation.
|Single sign-on for your team||
With single sign-on, you can enable external authentication for your support team.
|Inline images in staff replies||
Your support team will be able to include inline images in conversation replies to illustrate concepts and provide a richer experience for customers.
Many of the core functions of Kayako Classic still exist in the New Kayako, but with a twist. We have put in a lot of work into making these features super-versatile, more intuitive, and better integrated with other parts of the product.
|Kayako Classic feature||How it works in the New Kayako|
|Agent and admin control panels||
One app, one login screen. Rather than logging in to two control panels, you will log in once and be able to move seamlessly between the agent and admin areas. Your account permissions will dictate what admin settings you see.
Departments have been replaced by teams. You can assign conversations based on teams, build views to show only a particular team's conversations, or limit your agents' access to conversations within their team(s).
Workflows have been replaced by macros and automation. You can now use macros not only to automate common replies but also to make common updates to your conversations. Automation will allow you to build complex workflows to move your conversations through your support processes.
Filters have been replaced by views. To see a filtered set of conversations, you can build views that display only the conversations that match your criteria.
You can build ticket follow-ups using automation. You can set follow-ups to send either at particular time intervals or whenever a particular action occurs.
You can build SLA escalations using monitor automation. Monitors can track which conversations are about to or have breached their SLA targets, and automatically take any actions you define.
|Email parser rules||
Using triggers, you can automate assignments, priorities, tags, status, and any number of other attributes for any email that comes into Kayako.
You can build a whole range of automatic notifications using automation. To send email notifications to external systems, you can also build custom endpoints for those systems.
You can use a built-in time tracker that enables you to monitor how much time – billable and otherwise – your team is spending on each conversation.
Kayako's new unified search is much faster and more robust, making it easy to find what you need in no time.
Rather than having to forward conversation replies, you can now simply loop in collaborators, who can view and leave private notes visible to your support agents.
|Banning spam emails||
Kayako will automatically suspend any spam messages as they come in. Plus, you can also disable any user account to prevent them from creating or replying to conversations.
|Satisfaction and article ratings||
Satisfaction ratings for conversations as well as Help Center articles are now managed with a 'Good/Bad' or 'Helpful/Not helpful' rating, rather than a scale from 1 to 5.
You can assign conversations to any agent using the Assignee field. You can also assign conversations to a team, rather than a particular agent, as well as automating assignments with macros or automation.
|Ticket audit logs, live chat history, and notes||
No more switching back and forth between different logs. All interactions with your customers are compiled into centralized conversation timelines. For each conversation, you can see your messages over any support channel, private notes from agents and collaborators, customer activity from elsewhere within Kayako, and customer events from any external systems you have connected.
Tickets are no longer locked when multiple agents are working on them. Instead, each agent sees notifications for anyone viewing or editing the conversation. Any updates show up for everyone in real time.
|Knowledgebase and news management||
The new editing tools in the Help Center mean you can make on-the-fly changes to content, style, and organization from within the Help Center itself.
Brands, in the New Kayako, let you customize the Help Center's appearance, build branded self-service content, use a custom domain, set a default language, and configure separate email accounts. Enterprise plan subscribers can add multiple brands.
Assigning your support team to specific user roles lets you control their access to Kayako's configuration options. Subscribers on the enterprise plan can build additional custom user roles to refine their team's access further.
Rather than building visitor groups, you will be able to use engagement rules to automatically tag customers on chat, making them easy to categorize.
As we were building out the New Kayako, there are some features that we have discontinued. Many of them were just rendered redundant by some of our newer features, and others we cut because they were not widely used.
|Feature||Why it was discontinued|
|Cron job tasks||
In the New Kayako, there is no need to configure cron jobs for particular activities. Everything happens in real time.
|POP3 & IMAP email queues||
With email support in the New Kayako, there is no need for setting up POP3 or IMAP queues to fetch emails. Instead, you can just set your email accounts to forward to your Kayako address, and your emails will be processed immediately.
|KQL queries for reporting||
Instead of requiring you to build complex KQL queries to run your reporting, Kayako's Insights section comes with several built-in analytics dashboards. You will be able to browse reports and metrics on your conversations, team members, and Help Center content. We will also be adding more advanced reporting capabilities soon!
Since you can categorize your conversations using custom fields or tags, we have retired color-coded ticket flags.
Although we have discontinued the ability to submit internal ratings, you will be able to track a variety of other metrics to see how your support teams and agents are doing, from the Insights section.
|Support site widgets||
With the Help Center's visibility controls and customization tool, you have full control over the appearance and organization of your support site. No more adding and configuring widgets.
We have removed the ability to subscribe and send updates to subscribers of News articles. We are hopeful that we will be able to bring this back through an integration eventually - please do let us know if this is something you are looking for.
We have retired the troubleshooter feature, but we are confident that the self-service improvements in the New Kayako will help ease the pain of its passing. With automatic article suggestions in Kayako Messenger and on the submit request screen, as well as vastly improved search capabilities, we have made it easier than ever for customers to find the answers to their questions.
Although there is no option for exporting a conversation to a printer-specific format, you can always print off the conversation directly from your browser window.