Kayako Integration

Kayako is an effortless customer service software that helps teams be more productive and build customer loyalty. Forward Kayako conversations to Opsgenie to notify users via iPhone and Android push notifications, email, SMS, and phone calls, track the alert lifecycle, escalate alerts, etc.

What does Opsgenie offer Kayako users?

Opsgenie provides a powerful bidirectional integration with Kayako. When a new conversation is created in Kayako, a corresponding Opsgenie alert is automatically created, containing rich information about the ticket. Opsgenie provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best ticket management for Kayako customers. As users execute actions on the alerts, like acknowledge, add note or close, the conversation in Kayako is also automatically updated according to mapped actions preferred by the customer.

Functionality of the integration

Kayako to Opsgenie:

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

Opsgenie to Kayako:

  • If Send Alert Updates Back to Kayako is enabled, actions for Kayako are executed in Kayako when the chosen action is executed in Opsgenie for alerts which are created by the Kayako.
  • If Create Kayako conversations for Opsgenie Alerts is enabled, actions for Kayako are executed in Kayako when the chosen action is executed in Opsgenie for alerts which have a source other than the Kayako integration.
  • This action mapping feature is explained in detail in the Action Mapping Feature section below.

Add Kayako Integration in Opsgenie

  1. Please create an Opsgenie account if you haven't done so already.
  2. Go to Opsgenie Kayako Integration page.
  3. Specify who is notified of Kayako alerts using the Teams field. Auto-complete suggestions are provided as you type.
  4. Copy the integration URL.
  5. Click Save Integration.

Action Mapping Feature

  • Opsgenie allows customers to define action mappings between Opsgenie actions and Kayako actions.
  • To use the Action Mappings feature, provide the information listed below in the integration:
  • Kayako Email: The e-mail address used to login to Kayako.
  • Kayako Password: The password used to login to Kayako.
  • Kayako Subdomain: The subdomain used to visit the Kayako page. Subdomain must be "john", if the Kayako page URL is: https://john.kayako.com

For alerts created by Kayako

  • Use this section to map Opsgenie actions to Kayako actions when the source of the alert is Kayako (i.e When the alert is created by Kayako.)
  • Map different Opsgenie actions to different Kayako actions. For example, add notes to a Kayako conversation when the alert is acknowledged. In order to do this, define If alert is acknowledged in Opsgenie, add note in Kayako. mapping in the Send Alert Updates Back to Kayako section.

For other Opsgenie alerts

  • Use this section to map Opsgenie actions to Kayako actions when the source of the alert is NOT Kayako (i.e When the alert is created by another integration.)
  • For this purpose, use the Create Kayako Cases for Opsgenie Alerts section. In order to use this functionality, map one Opsgenie action to the create a conversation Kayako action. The Opsgenie action doesn't have to be alert is created, it can be other actions as well.
  • a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field is provided to enter for which tags or for which custom action this mapping works.
  • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty for the mapping to work for any tag.
  • If a custom action mapping is selected, specify the name of the custom action that the mapping works. It cannot be left empty.
  • If an Opsgenie action is mapped to multiple Kayako actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Save multiple mappings for these actions, because they differ by the given tags and the given custom action names.

Configuration in Kayako

  1. In Kayako, go to the "Settings" page.
  2. Select Endpoints under "APPS".
  3. Click New Endpoint.
  1. Select Webhook from the opened list.
  1. Paste the integration URL into Request URL. Select POST as "Method" and JSON as "Request content type".
  1. Click Save.
  2. Now from the settings panel, select Triggers under Automation.
  3. 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"
}

Updated 10 months ago


Kayako Integration


Kayako is an effortless customer service software that helps teams be more productive and build customer loyalty. Forward Kayako conversations to Opsgenie to notify users via iPhone and Android push notifications, email, SMS, and phone calls, track the alert lifecycle, escalate alerts, etc.

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