Integrate with Kayako

What does the integration offer?

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

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

Compass 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 Compass for alerts created by Kayako.
If Create Kayako conversations for Compass alerts is selected, actions for Kayako are run in Kayako when the chosen action is run in Compass 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 Compass
Map alert actions
Configure the integration in Kayako

Add a Kayako integration

In this release, only incoming integrations are fully supported in the Standard plan, at a team level. To use outgoing integrations or the outgoing part of bidirectional integrations, upgrade to a higher subscription plan. There may be restrictions on how you can create and apply integration rules as well.

You can add this integration only from your team’s operations page. Adding an integration from your team’s operations page makes your team the owner of the integration. This means Compass only assigns the alerts received through this integration to your team.

To add a Kayako integration in Compass, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “Kayako”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
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.
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 Compass actions and Kayako actions (also when the source of the alert is Kayako), which requires additional authentication for your Kayako account.

Select Edit on the configuration page to edit the integration.
Under the Authenticate for sending alert updates to Kayako section, select Authenticate with a Kayako account checkbox.
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
Select Save.

For alerts created by Kayako

Map Compass 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 Compass, add note in Kayako.

For other Compass alerts

Map Compass 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 Compass Alerts section.

Map one Compass action to the create a conversation Kayako action. The Compass 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 Compass 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

In Kayako, go to the "Settings" page.
Select Integrations > Endpoints.
Select New Endpoint > Webhook.
Paste the URL you copied while adding the integration in Compass into Request URL.
Select POST for Method and JSON for Request content type.
Select Save.
Go to the settings panel and select Automation > Triggers.
Create the triggers.
For instructions, see trigger instructions.

Sample Webhook Message from Kayako

Sample payload (in JSON format)

{
  "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"
}

Operations