REQUIREMENTS: Compatible with iPhone, iPod touch, and iPad.
Requires iOS 3.1 or later
Some of the reviews refer to statuses not showing tickets. This can be corrected in the Kayako admin pages (see our FAQ entry 'I have tickets in a status but it gives a count of 0').
Synchronization issues can be caused by many different factors. You can read more about this in our FAQ article 'When I synchronize I receive an error message'
Many of the limitations mentioned are due to the current API of Kayako. Once Kayako v4 is out we will create our own module/API to give SupportDesk more functionality.
For the rest please create a ticket in on our website and we will do our best to help you solving it.
With SupportDesk for iPhone you can:
•Work with multiple Helpdesks
•Follow tickets per department
•See tickets per status per Department
•Ticket information includes Posts, Billing information and Notes
•View individual Posts
•Reply to Tickets (you can use Predefined Replies)
•Save drafts of a Reply (persistent between sessions)
•Edit Ticket properties
•Add Ticket notes and Billing information
Many preference settings can be added through the in app settings screen.
We included preferences for:
•Host URL, User and Password
•Sort Order of Tickets and Posts (Ascending order = ON)
•New tickets Vibrate and/or Play Sound
•Ticket Synchronization At Startup
•Statusses for Badge Number Show Badge (# on icon)
IMPORTANT: At the moment there is a limit to the number of tickets/post that can be synchronized (500 ~ 1000 max). The actual number depends on the used hardware as well.
Release information version 3.0
Highlights are iPad Support, Faster navigation to (all) tickets including searching and support for many new functions (see 'CUSTOM API').
[new] Added iPad support
[new] Added 'Show All Tickets' row to the top of the Helpdesk Departments List
[new] Added 'Show All Tickets' row to the top of the Department Statuses List
[new] Search in a Ticket List screen using the added Search Bar
[new] You can now select a contact from your 'Contacts' to set the 'Full Name' and 'Email' when creating a new Ticket or editing Ticket properties
[new] Settings can now be edited through 'in-app' settings screen
[new] It is now possible to 'unassign' a ticket
[new] Supports TextExpander touch snippet expansion for notes and replies
[new] The ticket list now displays a post counter in front of the ticket/phone icon (first line)
[new] Added setting to show 'Last Replier' as alternative for show 'Owner' or 'Creator' (default) in the ticket list
[new] Added setting to store debugging information to a file (to be used on request only)
[new] Added setting to show only departments with tickets in all statuses
[new] It is now possible to send a Feature request, Question and/or Bug Report (including information files) from the Settings screen
[new] Added direct link to screencast to the Settings screen
[new] Added French localization
[new] Added Spanish localization
[new] Added 'Shake to Sync'
[new] Added 'StopWatch' to Billing View to Start and Stop tracking the time for Billing Entries
[chg] Moved all server processes (sync and sending) into background processes
[chg] Improved memory usage
[chg] Changed the look of a few user interface elements
[chg] Changed settings key for autorotation (default value is 'autorotate')
[chg] Optimized login and synchronization code
[chg] Optimized code for sending messages to server
[chg] When an account/department/status has no tickets the 'new tickets counter' will not show anymore
[chg] Moved editing accounts to new settings screens
[chg] Moved information to new settings screens
[chg] Status(es) for batch count can now be set per Helpdesk
[chg] Added Synchronize buttons to all list screens
[chg] Check for stored requests is now also done when your iPhone is re-activated with SupportDesk open or when SupportDesk is moved to the foreground
[chg] Removed mandatory EmailQueue when creating a Ticket
[chg] Changed icon for Predefined Reply Confirmation button
[chg] Improved response of Predefined Reply Confirmation button
[chg] Settings are now localized as well
[chg] Corrected 'odd' behaviour when a selection box only contained one item
[fix] Corrected issue with unreliable sorting order of Tickets and Posts
[fix] Default settings are now honored (please check settings when you experience behavior changes)
[fix] Solved an issue with broken navigation due to an empty Helpdesk title
[fix] Brought current localizations up to date
[bug] The searchbar in the ticketlist does not show correct on iPad in landscape mode
CUSTOM API - Starting with Kayako v3.xx or Kayako v4 you will have the following additional features (supported by Custom API)
[new] Added Helpdesk setting to Synchronize based on a filter
[new] Added SupportDesk setting to Synchronize Ticket information only (No Posts, Billing Entries and Notes)
[new] Added button in Ticket Detail screen to Synchronize a single ticket
[new] Added Ticket 'Ban & Delete'
[new] Added deleting of Ticket Replies
[new] Added deleting of Ticket Billing Entries
[new] Added deleting of Ticket Notes
[new] Added Property change for Ticket Full Name
[new] Added Property change for Ticket Email
[new] Added Property change for Ticket Subject
[new] Ticket Details now list all Custom Values for a Ticket
[new] Added list of Attachments to the bottom of the TicketPost screen (iPad & iOS4 only)
[new] Added downloading and viewing of Attachments (iPad and iOS4 only)