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Leading Email Provider Mail2World Taps Kayako Fusion to Enhance Web-Based Help Desk System

LOS ANGELES, Calif., September 9, 2011


Mail2World, Inc., a global leader of advanced email hosting, email messaging and collaboration email solutions today announced that it has launched and improved it’s help desk system by upgrading to Kayako Fusion 4. The online help desk has been in place since early 2008 enabling customers  to find quick answers via its knowledgebase and enabling online submission of support tickets. The upgrade has various support enhancements including an enhanced user interface, grouping of users by organization and additional features for the ticket escalation process. 


“The new version of Kayako utilizes AJAX and Javascript technologies so that data can be posted and loaded to and from the server without the need to reload the entire page,” says Mail2World Executive Vice President Youssef Abed.“ Additionally, upgrades to the user interface and ticket properties will enable our support staff to respond to critical tickets more efficiently and provide timely information to our customers. By implementing these critical upgrades to our Kayako help system we are helping our customers stay focused on their businesses’ core competencies.”


Interface Enhancements
The new interface features include improvements to the widgets, forms and menus with a focused objective to improve the overall user experience. In Kayako’s previous version, support staff was only able to set the status of a ticket to Open, On Hold, Closed. However, in the new version, the support team is able to provide additional detail including a time status when a particular issue has been resolved. In addition, the filtering function has been enhanced to allow the filtering technology to to analyze all of the words in a new ticket and determine a category.


Fully Customable Interface
“The new Kayako Fusion also enables us to customize the support desk interface using custom APIs, XHTML and CSS,”says Mail2World’s Director of IT Operations Kamil Asfour. “Using custom APIs along with XHTML and CSS web development languages, we can fully customize our help desk interface with our own branding and custom support forms. Our customized support forms allow us to configure the information to our customer’s supports needs.”


This major support upgrade affirms Mail2World’s status as a client-centric company that values and truly appreciates its customers. The company’s commitment to the new Kayako upgrade reaffirms Mail2World’s mission of providing feature-rich, cutting-edge email messaging and collaboration email solutions to its customers supported by a foundation of excellent customer service.  


About Mail2World®
Mail2World, Inc., ( designs, delivers and supports an award-winning suite of carrier-class, Web-based, private-label email messaging, email hosting, and collaboration email services for businesses. With the richest email feature set in the industry, Mail2World's customer base includes hundreds of reputable brands and prominent organizations from around the world, such as publicly-traded corporations, telecom carriers, mobile operators, and some of the most-recognized universities and online social portals.


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