Integrate with Kayako

Overview

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 executed in Jira Service Management for alerts that are created by the Kayako.
If Create Kayako conversations for Opsgenie Alerts is selected, actions for Kayako are run in Kayako when the chosen action is executed in Jira Service Management for alerts that have a source other than the Kayako integration.
This action mapping feature is explained in detail in the Action Mapping Feature section on this page.

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 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:

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

Jira Service Management allows you to define action mappings between Jira Service Management actions and Kayako actions.
To use the Action Mappings feature, provide the following information in the integration:

Kayako Email: The e-mail address used to log in to Kayako.
Kayako Password: The password used to log in to Kayako.
Kayako Subdomain: The subdomain used to visit the Kayako page. The subdomain must be "john", if the Kayako page URL is: https://john.kayako.com

For alerts created by Kayako

Use this section to map Jira Service Management actions to Kayako actions when the source of the alert is Kayako (that is when the alert is created by Kayako)
Map different Jira Service Management actions to different Kayako actions. For example, add notes to a Kayako conversation when the alert is acknowledged. 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 Jira Service Management alerts

Use this section to map Jira Service Management actions to Kayako actions when the source of the alert is NOT Kayako (that is when the alert is created by another integration)
For this purpose, use the Create Kayako Cases for Jira Service Management Alerts section. In order to use this functionality, 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 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 Jira Service Management 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.

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 Jira Service Management 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": "OpsGenie",
  "Form": "Default",
  "Custom fields": [],
  "Source channel": "MAIL",
  "Last replier": "testUser",
  "Rating status": "UNOFFERED"
}