Overview

This article is part of a weekly series where we document the latest updates in Kayako. Read this article to find out what has changed for this week.

Information

What's New?

• 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 have made a number of improvements to what 'Collaborators' experience when they login to the agent area, with clearer indications of what they can and cannot 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. Refer Understanding How Placeholders Work.
• Fixed an issue where setting case access permissions for collaborators was not working properly.
• Fixed an issue where apostrophes and quotation marks were not displaying properly in cases.
• Notification emails triggered by automation 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.

DISCLAIMER: The personal contact information in this article is fictitious and is purely meant for instructional purposes.