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Kayako is simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivaled customer support experience. This guide will walk you through how to integrate Kayako with PagerDuty, allowing your staff to receive notifications from PagerDuty when a support ticket is created or updated in Kayako. You can also set up optional email parsing rules to allow Kayako to resolve PagerDuty incidents when your Kayako tickets are closed; steps to configure this will also be outlined in this guide.
NOTE: This guide is for version 5 of Kayako. If you need the guide for version 4, click here.
If you have any trouble setting up your integration, please contact us.
If you are adding your integration to an existing service, click the name of the service you want to add the integration to. Then click the Integrations tab and click the +New Integration button.
If you are creating a new service for your integration, in General Settings, enter a Name for your new service. Then, in Incident Settings, specify the Escalation Policy, Notification Urgency, and Incident Behavior for your new service.
NOTE: Using placeholders in your notifications is a great way to makes sure even your automated messages feel personal.
At this time, no. If you would like to see a bidirectional integration made possible in the future, please contact support to submit this request.
Yes. You can read more about configuring Notification Rules, criteria, and the templates which determine the email body in Kayako’s knowledgebase here.
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