[Craig Brass]

Today we would like to announce the immediate availability of our BlackBerry Ticket Client for Kayako.

In the same way as the official Kayako Mobile application for Windows Mobile works, our BlackBerry version allows you to synchronise a snapshot of your Help Desk's tickets onto your BlackBerry device over the air (via Carrier Data Network, BlackBerry Enterprise Server (BES), BlackBerry Internet Service (BIS) or Wireless (WiFi)). You can then go into any ticket you like and, if required, post a reply to that ticket, add notes, add billing entries, etc. Once you have replied to a batch of tickets, you can synchronise again and all changes will be posted to the Help Desk.

This application is ideal for support agents and staff who are often on the move, or where your customer services involve on site attendance.

Currently the application supports the basic functionality of posting replies to tickets, etc but we plan to expand it over the next few months to take advantage of all the functionality the Kayako API we connect to allows.

When Kayako version 4 is released, our application will switch to being a 2 mode application. The first mode, as described above, allows you to sync all tickets down to your phone and then sync changes back up once you are finished. The second mode will allow you to sync only the headers (titles, etc) down to your phone with the full ticket downloading only when you view it. Changes are also made live as you make them. Kayako version 4 will also allow us to select only certain tickets to download based on department, status, assign status, etc. We expect Kayako to release version 4 some time in 2010 with our application updated shortly after.

For full details and purchase information, click here to visit the application's page on Cool App Lab. A full 7 day free trial is provided after the software is installed.