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Updates for the weeks of 2017-01-02 and 2017-01-09

We update Kayako almost every day. Every two weeks, we'll summarize what's new, what changed and what we fixed in the Release Notes section.

New stuff

Merge conversations

Sometimes, you'll have simultaneous conversations with a customer or organization that overlap. To keep your queue from getting cluttered, you can merge two or more conversation into a single case, so your team doesn't miss out on any important context. 

Send and change conversation status in just two clicks

Another productivity improvement in our goal to help you do more in less time. You can now set a status when you reply to a conversation. Fewer clicks for you, quicker answers for your customers. 

Help center now available in over 30 languages

Do you support customers around the world in multiple languages? Your Kayako Help Center interface is now translated and available in over thirty languages - so you can offer a relevant experience, wherever your customers are. 

Find out more

Improved CC workflow

We heard you - copying multiple team members on one reply was more difficult than it needed to be. So we've made it much easier.

Now, you'll see a CC button. Click that, and you can start searching for another user, or type in any email address. You'll also see the From, To, and CC addresses at the top of each email post. 

Salesforce integration

Connect the dots between customers, support, and sales with the new Kayako for Salesforce integration. Give your sales team an at-a-glance view of all customer conversations, including status and priorities, right within Salesforce.

Find out more

Fixes and improvements 

  • Fixed an issue which prevented admins from localizing default fields for forms
  • Improved 'empty state' screens with new illustrations to brighten your day
  • Setting the groundwork for a faster, real-time messaging experience
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  1. James Doman-Pipe

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