AlertOps and Kayako

Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel.

AlertOps’ alert management system can be integrated with Kayako to receive and respond to all (predefined status mappings) alerts through email, SMS, push notification or phone alerts. AlertOps would ensure that the alert/job status would reach the appropriate team by using proper workflows, escalation policies and schedules. Based on your ruleset, incidents can be automatically opened and closed, depending on what kind of status Kayako reports for a Conversation.

The above scenario and scope for integration is due to the fact that AlertOps has a very flexible and simple API/Webhook configuration feature that can be leveraged with Kayako's trigger and notification capability.

AlertOps - Inbound Integration

We can define rulesets in AlertOps so that Kayako can send out Conversation status updates to the AlertOps platform. AlertOps would ensure based on these notifications received, that it would always reach out and assign to the correct person/team by utilizing its escalation policies, schedules, and workflow features.

AlertOps provides Inbound Integrations to integrate with numerous monitoring, chat and ITSM tools. You can configure an inbound integration for Kayako.

At a high level this is how the flow looks like, you define an API integration in the AlertOps platform by defining settings like Integration Name, Escalation rules, recipient users/groups. Once an integration is defined, a unique API URL is generated. This acts as webhook or the gateway through which notifications from Kayako reach AlertOps and thus an incident/alert is created correspondingly. The API can be defined with various settings like URL mappings, filters, escalations etc. as required. Kayako has to be configured with an Endpoint and a Trigger to use that endpoint.

Configure Inbound Integration in AlertOps 

1. Navigate to Configuration àIntegrations àAdd API Integration à API Integration Detail page.
2. SelectKayako
3. Once you select the integration, you can then specify basic settings like the integration name, escalation policy, names of the recipients/groups for which the alerts must be assigned to.
4. Once you click save, the API Integration will be created, and you will be given a unique URL which acts as the access point and needs to be configured at the source (in this case Kayako), to send alerts. You can find the integration you just created, and you can give advanced settings and define various configurations for the alerts to be received and processed. For example, you can define when to open and close alerts based on the payload obtained from the API call, filters etc.
5. Make a note of the API URL, which will be used in Kayako, so it calls a HTTP POST request to this URL with the body in JSON format containing the alert specific information. AlertOps automatically creates an alert when the status variable (status) contains 'New'. The incident will also be closed automatically when the status 'Completed' is received from a Kayako Conversation (and updated when 'Pending/Open' is received).
6. You can similarly define Rules for Opening and Closing Alerts as you want in Advanced settings, owing to the flexibility provided by AlertOps’ OpenAPI/Plug-and-Play integrations. You can provide other filters and match with regex expressions as well. You can also test the generated URL with the sample data provided.

Configure Integration in Kayako 

1. In the left navigation pane, select the Settings icon and under Integrations, select 'Endpoints'
2. Select 'New Endpoint', select 'Webhook'
3. Give the Endpoint a title, give the Request Method as POST, and Request Method Type as JSON
4. Save the Endpoint. 
5. Now under Settings, Under Automation, select Triggers, select 'New Trigger'
6. Give a title, select Rule Settings as 'Any'
7. For 'When these conditions are met', configure as per the below image,
8. Under 'Perform these Actions' select the Endpoint your created.
9. Select Request Payload option as 'Custom (specify your own payload format)'
10. In the content area, paste the following 

{
"caseID": "{{case.id}}",
"subject": "{{case.subject}}",
"priority": "{{case.priority}}",
"type": "{{case.type}}",
"status": "{{case.status}}",
"state": "{{case.state}}",
"tags": "{{case.tags}}",
"assigned": "{{case.team}}",
"caseAgentURL": "{{case.agent_url}}",
"caseHelpDeskURL": "{{case.helpcenter_url}}",
"caseSource": "{{case.source_channel}}"
}

 You can other placeholders if needed, the ones mentioned are mandatory.

11. Save the Trigger.

Thats it! You have configured a Webhook 'Endpoint' and associated triggers with this endpoint. Any alert would now be sent to AlertOps for incident management.

Message logs, alert specific information can be viewed in the “Inbound Log” section in AlertOps Dashboard. Alerts can be viewed in the ‘Alerts’ tab as well.

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Kayako when the status field contains "New".

If an alert with status "New" matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert.

The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with status contains 'Completed'.

References

AlertOps Integration Guides

General Restful API Guide

Kayako Placeholder Reference