Feb 25, 2017 [IMG] Kayako Fusion v4.76.0 Kayako Support Suite allows you to organize several types of assistance on your website, through e-mail, online database.

My First Post: +REP PLEASE Kayako Fusion 4.70 Beta Kayako Support Suite allows you to organize several types of assistance on your website, through e-mail, online database of questions, Chat, Caliper through tickets. Key Features: - Includes AJAX - Active Directory (LDAP) - VBulletin, ModernBill integration - Voice chat - Microsoft® Outlook® integration - Teamwork module does not allow you to communicate one on one and in groups. - And other features. Company Kayako completely updates its product line to provide technical support. More than 2 years development team working on a new version of Kayako V4, rewriting code from scratch to create the world's best web Helpdesk system. And in order to enhance the effect of a new version in Kayako decided to rename it. So, Kayako SupportSuite be called Kayako Fusion, chat LiveResponse ->Kayako Engage, ticketing system eSupport ->Kayako Resolve.

Additionally, an application package will contain a tool for remote tech support Kayako OnSite (which we have already been told), a desktop application for operator support services Kayako Desktop, agent for Kayako Notify alerts and mobile client Kayako Mobile (which will support iOS, Android and Blackberry). At the moment, new tools are in beta and available for download on the site Kayako.

Home:, Tour: Release Notes 4.70 Beta: BUGS FIXSES Code.

Hi Kayako, Thanks for implementing the (awesome) Workflow feature in V4. I know that V4 is still only a beta right now, but I wanted to let you know a great way in which Workflows could be improved. Currently workflows consist of 4 parts: Criteria Actions Notifications Permissions 1) Allow no criteria to be specified. There are some workflows that I would like to have always available (such as 'Escalate to Manager').

Currently it requires that a criteria be specified. 2) Workflows should be able to be 'attached' to more than just tickets. For example, 'Surveys', 'Tickets', 'Chats', and 'Ticket Posts'. 3) Allow 'Automatic Workflows'.

( 9 AND NOT Ticket.HasTag('Long Ticket') DO Ticket.AddTag('Long Ticket') NOTIFY ('Long Ticket', 'See why this ticket has taken so long'). Essentially, it would be nice to have workflows that can trigger automatically. Right now Workflows are essentially pre-canned responses that can trigger notifications and have permissions. By allowing them to auto-execute, it will significantly increase the power of what they can do. Thanks for the reply Jamie. There are some similarities between the mail parser and workflows as it relates to new ticket posts, however, what I was was proposing was broadening the Workflow's 'reach' so that they don't have to apply to simply tickets.

It can expand adjusting it so they can execute actions automatically. I understand now what you're referring to when you mention the workflow procedures, but in many cases, you might not need/want the helpdesk employee to even have to ask themselves 'Should I push the escalate button?' Below are some examples of 'triggers' I would like to be able to have happen for me automatically: ----- If a customer submits a negative survey, email the survey results to saying 'Please call the customer for more details.' If a ticket has been worked on for >30 minutes, flag the ticket Blue. If a ticket has been worked on for >60 minutes, flag the ticket Yellow and notify If a ticket has been worked on for >90 minutes, flag the ticket Red and notify.

If a ticket has >5 staff replies and is in the 'Level 1 Support' queue, automatically move it to the 'Level 2 Support' queue. ----- We have 62 staff members who actively use our support desk so we're looking for every bit of automation we can get. Lost Horizon 1973 Rapidshare Download. If we can have Fusion automatically make decisions for our team, it will make our employees much more efficient. +1 to for this feature. Being able to tie a Workflow to a scheduled task would allow for some pretty clever automatic ticket management. For example we need to make sure that our 'first response' is within the SLA and report on how many times this is breached. Using an automated workflow we could schedule a task to check against 'Overdue' and 'Status', throw a flag and send a notification.

True this could also be done with escalation - however being un-able to stop overdue counters when in a particular status makes this totally unusable for us. Click to expand.Same here. I have a couple workflows in place so I could test out the functionality, but I have yet to see it show up in any tickets. Also, we are using Fusion, so it seems that we are both doing something wrong, versus it being a feature missing form Resolve. Of course, I say this, but I haven't extensively tested the workflows.

I just know we still have the default workflow that looks for if the ticket is 'Open,' so in my mind that should show up on just about every ticket that comes in.