After all the hard work we've put into building the new Kayako, we're really excited to be able to share it with you! There are many powerful new features and capabilities, so we thought it would be useful to give you the rundown on what's new, what's changed, what's missing and what you still have to look forward to!
Features we've added
The new Kayako comes packed with exciting and powerful new features to help your team deliver the best support out there.
||What you can do with it
|Unified conversations||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
systems you've connected to.
Learn more in our article on responding to conversations.
|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.
Learn more in our articles on adding Facebook and Twitter to your Kayako.
||We’ve added a powerful unified search feature, making
it easy to find whatever you need, from any area of
Learn more in our article on unified search.
|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.
Learn more in our articles about managing Help Center content and customizing the Help Center's appearance.
||Using two simple but powerful automation structures —
time-based monitors and event-based triggers — you can
build a huge range of automations. From SLA escalations and
notification emails, to complex, multi-step workflows,
automations can help you seriously streamline your support
Learn more in our article about getting started with automations.
||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 isn't
Learn more in our article on handling live support with Messenger.
||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.
Learn more in our article about collaborators
||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.
Learn more in our article about Zapier
||Push data from Kayako directly out to custom endpoints
in third-party tools, without needing to modify the source
Learn more in our article on adding custom endpoints.
|SSL||The new Kayako provides SSL support for every account,
whether you use the default Kayako domain or your own
|Conversation field descriptions
||Make it easy for your customers to understand what
you're asking, with custom field and form
||You choose which conversation fields to make mandatory
when resolving a conversation. This makes it much easier to
standardize your process for conversation
||Add an extra layer of security to your user accounts by
enabling two-factor authentication.
||Kayako will monitor incoming messages and suspend those
it identifies 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.
Features we've updated
Many of the core functions of Kayako Classic still exist in the new Kayako, but with a twist. We've 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
|Agent and admin control panels
||One app, one login screen. Rather than logging in to
two control panels, you'll log in once and be able to move
seamlessly between the agent and admin areas. Your account
permissions will dictate what admin settings you
||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).
Learn more in our article about grouping agents into teams.
||Workflows have been replaced by macros and automations.
You can now use macros not only to automate common replies,
but also to make common updates to your conversations.
Automations will allow you to build complex workflows to
move your conversations through your support processes.
Learn more in our articles on macros and automations.
||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.
Learn more in our articles about views.
||You can build ticket follow-ups using automations. You
can set follow-ups to send either at particular time
intervals or whenever a particular action occurs.
Learn more in our article about getting started with automations.
||You can build SLA escalations using monitor
automations. Monitors can track which conversations are
about to — or have — breached their SLA targets, and
automatically take any actions you define.
Learn more in our article about SLAs and escalations.
|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.
Learn more in our article about building triggers and monitors.
||You can build a whole range of automatic notifications
using automations. To send email notifications to external
systems, you can also build custom endpoints for those
Learn more in our articles about automation and endpoints .
||Kayako's new unified search is much faster and more
robust, making it easy to find what you need in no
Learn more in our article about unified search.
||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
|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
|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
||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 automations.
|Ticket audit logs, live chat history, and
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've connected.
Learn more in our article about responding to conversations.
||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.
|Knowledge base 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 further refine their team's
||Rather than building visitor groups, you'll be able to
use engagement rules to automatically tag customers on
chat, making them easy to categorize.
Features we've said goodbye to
As we were building out the new Kayako, there are some features that we've discontinued. Many of them were just rendered redundant by some of our newer features, and others we cut because they weren't being widely used.
||Why it was discontinued
|Cron job tasks
||In the new Kayako, there's no need to configure cron
jobs for particular activities. Everything happens in real
|POP3 & IMAP email queues
||With email support in the new Kayako, there's 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
|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'll be able to
browse reports and metrics on your conversations, team
members, and Help Center content. We'll also be adding more
advanced reporting capabilities soon!
||Since you can categorize your conversations using
custom fields or tags, we've retired color-coded ticket
||Although we've 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 configure widgets.
Learn more in our article about customizing your Help Center.
||We've removed the ability to subscribe and send updates to subscribers of News articles. We're hopeful that we'll be able to bring this back through an integration eventually - please do let us know if this is something you're looking for.|
||We've retired the troubleshooter feature, but
we're 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've made it easier than ever for
customers to find the answers to their
||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
Features that are on the way
We've focused on getting a lot of power and flexibility into the new Kayako, right out of the gate, but there's a ton of additional features coming up on our roadmap that we're also super-excited about.
||What new functionality it will
||To round out your conversation management tools, we'll
be adding the ability to split up complex
||Linking related conversations is a great way to give
your support team additional context — and it's a feature
we'll be adding soon.
|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.
||A time-tracking field that will enable you to monitor
how much time your team is spending on each
||To make it easier to keep track of conversations that
you're not assigned to, we'll be adding the ability to
follow the progress of conversations. You'll be able to
build a view to show you all the conversations you've
elected to follow.
To give you even more login and authentication options,
we'll be adding support for LDAP. In the meantime, you
can still use the new Kayako SSO API to build an adapter for
your own LDAP implementation.
|Live Chat Metrics||Kayako's live chat has been redesigned from the ground up for the new challenges facing your business and your customers. We are continuing to develop Kayako Messenger to deliver the effortless customer experience and will be adding metrics and measurements for Kayako Messenger.|