Latest Updates
Update on the "Heartbleed" security vulnerability
Posted by Jamie Edwards on 10 April 2014 06:26 PM

Earlier this week, a critical security vulnerability (nicknamed the Heartbleed bug) was found in a piece of software called OpenSSL. OpenSSL is a very widely used piece of software used on web servers to secure Internet connections, among other things. Here is a BBC news article describing the vulnerability.

This vulnerability could be exploited to reveal sensitive information stored in the memory of a server that would otherwise be protected.

What this means for your Kayako helpdesk

Kayako OnDemand

You're safe.

We have no reason to believe that any of your private information has been compromised.

Only some editions of OpenSSL suffer from the vulnerability. The majority of our systems did not use a vulnerable edition of OpenSSL. For the small number of systems which did use a vulnerable edition of OpenSSL, we immediately patched any affected systems.

Precautionary measure we have taken: Even though we have no reason to believe that information in your helpdesk has been compromised, as a precautionary measure, we have regenerated all of the encryption keys involved in securing the connection to your helpdesk between you and your customers.

Precautionary measure we suggest customers take: We suggest asking your team to change their Kayako helpdesk password. Many websites and web services have suffered from this OpenSSL vulnerability, and many people use the same password for multiple web services. If one of your team had their password compromised elsewhere (the possibility is small, but it is always safest to assume the worse) and they use the same password for Kayako, that could put their helpdesk account at risk. 

Kayako Download

This section is for Kayako customers who host their Kayako helpdesk on their own infrastructure.

If you use use SSL to connect to the Kayako helpdesk installed on your own web server, the chances are high that you are using OpenSSL and that your version of OpenSSL suffers from this vulnerability (more than 66% of the world wide web is or was vulnerable, according to

We strongly recommend patching your systems immediately, and then regenerating the SSL keys used on your web server and any passwords linked to your web server. See this Stackexchange discussion for some useful 'what to do' information. In events like these, it is always best to assume to worse has already happened and to secure all of your systems.


If you have any questions, our team is always on hand to help:

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Kayako for iOS: Rebuilt, Re-awesome
Posted by Jamie Edwards on 28 March 2014 08:11 PM

Kayako for iOS has been rebuilt from the ground up: for speed, for usability and for the new iOS 7 interface. The new app is available in the App Store now. Find out more on the Kayako blog.

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Kayako 4.65 available now
Posted by Jamie Edwards on 28 March 2014 08:10 PM

Kayako 4.65 is now available, bringing with it some great ticket management improvements and all of the latest fixes and improvements, including the following highlights:

  • Ability to split tickets 
  • Ability to duplicate (make copies of) a ticket
  • Greater control over email notification contents
  • UI improvements to handle the upcoming localization of Kayako into German, French, Russian, Dutch, Spanish and Portuguese

You can find a full changelog in the release notes. Kayako Download customs can find the updated product files by logging into, under My Orders. Kayako OnDemand customers will be updated in the coming week.

Split tickets

We are sure you'll have experienced this kind of situation: your customer has an existing ticket and your service so prompt and excellent, she brings up another separate issue in that same ticket.

That's convenient for your customer, but not so great for your own workflow and reporting. So, we have added a split ticket tool, which lets you split posts from one ticket into a new ticket, and automatically close the other.

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Kayako 4.64 out now
Posted by Jamie Edwards on 09 December 2013 04:43 PM

Kayako Download customers using Kayako Resolve (now called Kayako Case) please note: You will need to download an updated key.php file from and replace the existing one on their helpdesk, as part of this update.

Happy holidays! Kayako 4.64 is available now, bringing with it a bunch of new features, improvements and the latest fixes.

  • The ability to more easily unlink linked tickets, from the ticket itself
  • Big performance improvements to support center search 
  • Pagination support for fetching results from the Kayako API
  • Vastly improved HTML parsing and processing for displaying HTML emails in the helpdesk (malformed HTML is now less likely to mess up your interface)
  • Live chat fields (name, email, etc) are automatically pre-filled if the user is already logged into the helpdesk

And 25 other fixes and improvements.

You can find a full changelog in the release notes. Kayako Download customs can find the updated product files by logging into, under My Orders. Kayako OnDemand customers will be updated in the coming week.

Happy helpdesking!

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Changes to Kayako Download license tiers and prices
Posted by Jamie Edwards on 23 November 2013 07:47 PM

We have introduced new license tiers and prices for Kayako Download - our on-premise, host and install yourself solution.

Existing Kayako Download customers

Existing Kayako Download customers will not be affected by these changes.

If you already have a Kayako Download license, you can renew your license at the same prices and upgrade your license to the same tiers you originally signed up for.

New Kayako Download new tiers and prices

See for more information (and a prettier table).

Staff users Kayako Fusion Kayako Case Kayako Engage
5 $2,000 $1,500 $1,500
10 $4,000 $3,000 $3,000
15 $5,880 $4,410 $4,410
20 $7,840 $5,880 $5,880
25 $9,800 $7,350 $7,350
30 $11,640 $8,730 $8,730
40 $15,520 $11,640 $11,640
50 $19,200 $14,400 $14,400

Previously, a Kayako Download license would come with 6 months access to updates and supports, for free.

Now, each license comes with 12 months of access to new releases, updates and support, after which a license can still be optionally renewed for 40% of the original license price for a further year.

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