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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?

OpsGenie provides a powerful two-way integration with Kayako. When a new conversation is created in Kayako, a corresponding OpsGenie alert will be automatically created, containing rich information about the ticket. OpsGenie will provide rich notifications with on-call rotation, scheduling etc. 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 on Kayako will also automatically be updated according to mapped actions prefered by customer.

Functionality of the integration

Kayako to OpsGenie:

  • When a conversation is created in Kayako, an alert will be 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 will be 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 will be 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 features are 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 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".

Action Mapping Feature

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

For alerts created by Kayako

  • You can 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.)
  • You can map different OpsGenie actions to different Kayako actions. For example, you can add note to Kayako conversation, when the alert is acknowledged. In order to do this, you should define If alert is acknowledged in OpsGenie, add note in Kayako. mapping in Send Alert Updates Back to Kayako section.

For other OpsGenie alerts

  • You can 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, you can use Create Kayako Cases for OpsGenie Alerts section. In order to use this functionality, you need to map one OpsGenie action to 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 you select one of these actions, you'll see an extra field to enter for which tags or for which custom action this mapping will work.
  • You can enter multiple tags by separating the tags with a comma. If you enter multiple tags, the mapping will work if the alert has one or more of the specified tags. You can also leave the tags field empty, if you would like the mapping to work for any tag.
  • If you select a custom action mapping, you must specify the name of the custom action that the mapping will work. It cannot be left empty.
  • If you map an OpsGenie action to multiple Kayako actions, you will get an error except for the a tag is added to the alert and a custom action is executed on alert actions. You can save multiple mappings for these actions, because they will 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 Aumation.
  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"
}

Kayako Integration