Kayako Integration

Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. By forwarding Kayako conversations to OpsGenie, you can notify users via iPhone and Android push notifications, email, SMS, and phone calls, track of the alert life cycle, escalate alerts, etc.

What does OpsGenie offer Kayako users?

By using OpsGenie Kayako Integration, you can forward Kayako conversations to OpsGenie. OpsGenie acts as a dispatcher for Kayako tickets, determining the right people to notify based on on-call schedules, using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalating alerts until the alert is acknowledged or closed.

Functionality of the integration

  • When a conversation is created in Kayako, it creates an alert in OpsGenie.
  • When a conversation is solved or closed in Kayako, it closes the alert in OpsGenie.

Add Kayako Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done already.
  2. Go to OpsGenie Kayako Integration page,
  3. Specify who should be notified for the Kayako alerts using the "Teams" field. Auto-complete suggestions will be provided as you type.
  4. Copy the integration URL by clicking on the copy button or selecting.
  5. Click on "Save Integration".

Configuration in Kayako

  1. In Kayako, go to the "Settings" page.
  2. Select Endpoints under"APPS".
  3. Click New Endpoint.
  4. Select Webhook from the opened list.
  5. Paste the integration URL into Request Url. Select POST as Method and JSON as Request content type
  6. Click Save.
  7. Now from the settings panel, select Triggers under Automation.
  8. Create the triggers following this instructions file.

Sample Webhook Message from Kayako

  "Case ID": "9",
  "Subject": "subject",
  "Team": "General",
  "Assignee": "testUser",
  "Requester": "testUser",
  "Priority": "",
  "Type": "",
  "Status": "New",
  "Tags": "",
  "Brand": "OpsGenie",
  "Form": "Default",
  "Custom fields": [],
  "Source channel": "MAIL",
  "Last replier": "testUser",
  "Rating status": "UNOFFERED"