Overview

The article details the improvements made to the Kayako Classic UI in Kayako 4.90 - the same product with improved user experience and updated to our new design language.

Information

Here’s what you can expect from the improved Kayako Classic:

New Support Center look and feel

Customers can answer their questions, quickly and simply with a Help Center tailored to your unique brand and content. 67% of customers prefer self-service help over talking to support agents.

We’ve made Kayako Classic a more beautiful experience for your teams and customers alike. With a fresh coat of paint, we’ve secured your support content more comfortable to read. The new support center is mobile-responsive, too.

Easier navigation for your tickets

Stay on top of tickets with ease. Keep your lists of tickets organized and under control so that your team is set up for success. Sort through tags, filters, status, and SLA standing in one clean, beautiful, easy to use help desk interface.

Do more with your time

Automate assignments across your team and trigger notifications based on ticket properties. Leverage complex workflows with ease, and keep the essential information top of minds such as SLA(Service Level Agreement) timers, performance metrics, agent ratings, and content coming from your customers.

Cleaner, more intuitive admin area

Keep Kayako working your way. The new version makes it easier to navigate the settings in your administration area from highlighting urgent alerts to clarifying descriptions and admin content.

Other updates released this year

Here are some of the highlights of improvements, security, and bug fixes made in the previous six releases over the last year:

• {{placeholder}} support for ticket replies (so Kayako can automatically personalize your macros and canned responses).
• Improved SMTP email support and email logging, and admin notifications for email queue processing failures.
• Search and ticket filter support for tags.
• The ability to send ticket replies to all of a user's email identities.
• Drag-and-drop image upload in news and knowledgebase articles.
• Emoji support.
• The ability to merge user accounts.
• Improved live chat visitor monitoring performance (lower server loading for Kayako Classic on-premise customers).
• WYSIWYG ticket reply editor for rich ticket formatting.
• Support for inline images in ticket replies.
• The ability to leverage custom field values in autoresponders and ticket notification templates.

The Kayako team remains committed to not only ensuring our customers continued access to the Kayako Classic product but to improving that experience in a way that makes sense for your business. Check the complete list of the improvements made to Kayako Classic over the past year.

If you have additional questions regarding improvements made to Kayako Classic, you can get in touch.