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Integrate with Kayako

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

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What does the integration offer?

Jira Service Management provides a powerful bidirectional integration with Kayako. When a new conversation is created in Kayako, a corresponding Jira Service Management alert is automatically created, containing rich information about the ticket. Jira Service Management 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.

How does the integration work?

Kayako to Jira Service Management

  • When a conversation is created in Kayako, an alert is created in Jira Service Management.

  • When a conversation is solved or closed in Kayako, it closes the alert in Jira Service Management.

Jira Service Management to Kayako

  • If Send alert updates back to Kayako is selected, actions for Kayako are run in Kayako when the chosen action is run in Jira Service Management for alerts created by Kayako.

  • If Create Kayako conversations for Jira Service Management alerts is selected, actions for Kayako are run in Kayako when the chosen action is run in Jira Service Management for alerts that have a source other than the Kayako integration. For more details, see the “Map alert actions” section in this article.

Set up the integration

Kayako is a bidirectional integration. Setting it up involves the following steps:

  • Add a Kayako integration in Jira Service Management

  • Map alert actions

  • Configure the integration in Kayako

Add a Kayako integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a Kayako integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Kayako”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the integration URL.
    You will use this URL while configuring the integration in Kayako later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Map alert actions

You can define mappings between Jira Service Management actions and Kayako actions (also when the source of the alert is Kayako), which requires additional authentication for your Kayako account.

  1. Select Edit on the configuration page to edit the integration.

  2. Under the Authenticate for sending alert updates to Kayako section, select Authenticate with a Kayako account checkbox.

  3. Enter values for the following:

    • Kayako Password: The password used to log in to Kayako

    • Kayako Subdomain: The subdomain used to visit the Kayako page.

    • Kayako Email: The email address used to log in to Kayako
      The subdomain must be "john" if the URL of the Kayako page is: https://john.kayako.com

  4. Select Save.

For alerts created by Kayako

Map Jira Service Management actions to Kayako actions when the source of the alert is Kayako (when the alert is created by Kayako) in the Send alert updates back to Kayako section. For example, add notes to a Kayako conversation when the alert is acknowledged. To do this, define If alert is acknowledged in Jira Service Management, add note in Kayako.

For other Jira Service Management alerts

Map Jira Service Management actions to Kayako actions when the source of the alert is NOT Kayako (when the alert is created by another integration) in the Create Kayako cases for Jira Service Management Alerts section.

  • Map one Jira Service Management action to the create a conversation Kayako action. The Jira Service Management action doesn't have to be alert is created; it can be other actions as well.

  • a tag is added to alert and a custom action executed on alert actions differ from other actions. When either action 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 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 for which the mapping works. It can't be left empty.

  • If a Jira Service Management action is mapped to multiple Kayako actions, an error occurs except for the A tag is added to alert and a custom action executed on alert actions. Save multiple mappings for these actions because they differ by the given tags and the given custom action names.

Configure the integration in Kayako

  1. In Kayako, go to the "Settings" page.

  2. Select Integrations > Endpoints.

  3. Select New Endpoint > Webhook.

  4. Paste the URL you copied while adding the integration in Jira Service Management into Request URL.

  5. Select POST for Method and JSON for Request content type.

  6. Select Save.

  7. Go to the settings panel and select Automation > Triggers.

  8. Create the triggers.
    For instructions, see trigger instructions.

Sample Webhook Message from Kayako

Sample payload (in JSON format)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 { "Case ID": "9", "Subject": "subject", "Team": "General", "Assignee": "testUser", "Requester": "testUser", "Priority": "", "Type": "", "Status": "New", "Tags": "", "Brand": "Jira", "Form": "Default", "Custom fields": [], "Source channel": "MAIL", "Last replier": "testUser", "Rating status": "UNOFFERED" }

 

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