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Integration API for Kayako SupportSuite / eSupport

Current Version: 1.0.8

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Currently, there are two ways to integrate the customer side of Kayako with another application. The first is a LoginShare which has always been found to confuse the user unless you skin your Kayako installation to look exactly like your main site. It is also confusing as they must login again regardless of if they have already logged into your main site.

The second way is by including Kayako's core files and integrating in a similar way to how ModernBill and WHMCS do. There are a number of problems in doing this. The first is you require access to swift.php and functions.php which are both encoded files and you must decode these using a decoding service or try and get the unencoded versions from Kayako before you can edit them. The second is that your templates then become a maze of If and Else statements to say if the interface is your integration, show this. The final issue is that it stops you really being able to upgrade Kayako.

Our solution to this problem has been to write an API with an optional SOAP interface that you can have your main site software (CMS, etc) connect to to get the information it needs (Knowledge Base Categories and Articles, and Tickets). All that you need to do to install this API is to upload it to your Kayako folder on your server which means it doesn't stop you from upgrading Kayako in the future.

Features

• Integration for Submitting Tickets, Viewing Submitted Tickets and the Knowledge Base Support
• Support for Ticket Custom Fields
• Remote Connection via SOAP Supported if Kayako is on a Separate Server
• Kayako can be Upgraded Without any Problems

Requirements

• Kayako eSupport or SupportSuite version 3.xx.xx.

Latest Version Changes

• Ticket count now gets updated when a ticket is submitted or updated (thanks to NickH).

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Further Information and Support