Kayako For WHMCS

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About Kayako For WHMCS

Kayako For WHMCS transforms your default support system into one with completely new components.

From now on, your customers will benefit from enhanced support solutions offered by Kayako directly in WHMCS.
Thanks to this module and implemented synchronization with your Kayako account, your clients will be able to control their Kayako tickets as though they were an integral part of the system.

  • Client Area Features:
✔ View Kayako Departments
✔ Open New Ticket
✔ Manage Existing Tickets
✔ Attach Files To Ticket
✔ View List Of Recent Ticket
  • Admin Area Features:
✔ Configure And Test Server Connection
✔ Define Available Support Departments
✔ Manually Export to Kayako:
✔ WHMCS Clients
✔ WHMCS Tickets
✔ Define Module Behavior
✔ Define Ticket Status Colors
✔ Toggle Debug Mode
  • Integration Features:
✔ Automatically Export To Kayako:
✔ New Tickets
✔ Clients On Tickets Creation
✔ Synchronize Ticket Responses Between WHMCS And Kayako
  • General Info:
✔ Requires Kayako Cloud-Based Platform
✔ Custom Templates Support
✔ Multi-Language Support
✔ Supports PHP 5.6 Up To PHP 7
✔ Supports WHMCS Template Six
✔ Supports WHMCS V7

Installation and Configuration

This tutorial will show you how to successfully install and configure Kayako For WHMCS.

We will guide you step by step through the whole installation and configuration process.

Installation

1. Log in to your client area and download the module.
K2 1.png
2. Extract the downloaded file into the main WHMCS directory.

The content of the package should look like this.

K2 2.png
3. When you install Kayako For WHMCS for the first time you have to rename 'license_RENAME.php' file.

File is located in 'modules/addons/Kayako/license_RENAME.php'. Rename it from 'license_RENAME.php' to 'license.php'.

K2 3.png
4. In order to configure your license key, you have to edit the previously renamed 'license.php' file.

Enter your license key between quotation marks as presented on the following screen. You can find your license key in your client area → 'My Products'.

K2 4.png

Activation

5. Now, you have to activate the module in your WHMCS system.

Log in to your WHMCS admin area and proceed to 'Setup' 'Addon Modules'.
Afterward, find 'Kayako' and press 'Activate' button.

K2 5.png
6. In the next step you need to permit access to this module.

To do so, click on the 'Configure' button and tick the checkboxes to assign desired admin roles.

K2 6.png
7. You have just successfully installed Kayako For WHMCS!

Configuration

Now you have to configure your newly installed module.

Before we proceed to the configuration itself, you have to log in to your Kayako account to find your API details.

API Connection

Firstly, log in to your Support Portal in order to find the API key.
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Find your way to the 'Administration' section by clicking the cogwheel symbol at the bottom of the page.
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Now, scroll down a bit the menu on the left to see the 'SECURITY' heading at the bottom.
You should also be able to spot the 'Authentication' category, click it.

Once there, go to the 'Customers' tab. Make sure Single sign-on (JWT) is selected.
Next, enter the remaining 'Remote login/logout URLs' and 'Remote system name' fields.
Afterward, create and copy your Shared SSO secret, you will need it later.
Note: All fields in this section should be filled, otherwise the connection from the module may not be authenticated.

K2 91.png
Remember to save the settings when ready.

Server Configuration

Now, that you have safely stored your API, you can move to another part of the configuration.

Proceed to 'Addons' → 'Kayako' → 'Server Configuration', here you have to fill in the data required to connect your WHMCS with Kayako server.

K2 13.png
Enter your Kayako details:
  • API URL - Enter full API address that includes your Kayako subdomain (e.g. https://modulesgarden.kayako.com/api/v1).
  • Username - Enter the administrator's email used to log in to Kayako
  • Password - The administrator's password used to log in to your Kayako
  • API Shared Secret - Provide 'Shared SSO secret' created in the previous steps
  • Debug Mode - Enable to start logging requests and responses from the API to the 'WHMCS Module Log' '

Finally, test connection and if it is successful save changes.

K2 14.png
Finally, move to 'Setup' → 'General Settings' → 'Support'.

Then choose the 'KayakoSupport' module from the drop-down list and save changes.
From now on, your clients will see Kayako tickets and departments (not WHMCS).

K2 6 1.png
Good job! Now your WHMCS is connected to Kayako support system.

Management

Once Kayako For WHMCS is installed and connection configured, you can create/update your ticket departments and begin using them.

Each ticket department you create in the Kayako will be available for your customers in the WHMCS client area.

Settings

WHMCS

Before you start your actual work on support tickets with Kayako For WHMCS, move again to 'Addons' → 'Kayako' → 'Ticket Settings'.

This section of the addon allows an easy and comfortable management of the way the tickets are displayed in your client area, their visibility, sorting etc.

K2 15.png
In the first box 'Options', you may enable some basic settings that will be applied to tickets view in the client area.
Let's now discuss their functionality in details:
  • Template Name - if you decide to change your current template in your WHMCS, then change it here as well. Your custom templates are also available
  • Allowed Departments - select which of your 'conversation fields types' from Kayako shall be available as departments in the WHMCS ticket system
  • Type - choose the default Kayako department type for exported tickets from WHMCS system
K2 16.png
Next to the 'Options' box you will find a box where you can assign some colors to a specific ticket status.

Click on the field to choose a color from the palette of colors or type in the number of the color you like.
Tickets of each status will be marked with selected colors on homage.

Remember to save the changes.

K2 17.png
Tickets of each status are now marked with selected colors in client area.
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Export

Our module allows to export data gathered in your WHMCS, more specifically, all the users and tickets generated before the installation of the product.

Read the below points to learn what data can be synchronized with Kayako and what are the possible means of such synchronizations.

Users

The first option offered by our module is the export of users from WHMCS to Kayako, proceed to 'Clients Export' .

Here you will find a list of all the users who exist in your WHMCS and have not been synchronized with Kayako yet.

K19.png
Now, you can either manually export all of them from the list or choose only a few.
Check boxes next to the users you wish to export and press 'Export' button as presented on the screen.
KD20.png
If some users have been already exported from WHMCS to Kayako, they will be marked as Exported on the list.
All users newly added to WHMCS will be automatically synchronized with Kayako.

Tickets

The next option offered by our module is the export of tickets from WHMCS to Kayako, proceed to 'Tickets Export'.
You will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Kayako yet.
K23.png
Now, you can manually export all of the tickets available on the list or choose only some of them.
Check boxes next to the tickets you are going to export and press the 'Export' button as marked on the screen.
K24.png
If a ticket has already been exported from WHMCS to Kayako, it will now have the Exported status.
All tickets newly created to WHMCS will be automatically synchronized with Kayako.

Support Tickets

Move to your client area. There, on your homepage, is a 'Recent Support Tickets' box.

You will find the latest tickets available in your system. The visible tickets are marked with colors related to their current status.

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Now, we will create a ticket message to show the flow. Just like in case of standard WHMCS support ticket, choose department, fill out the form and submit the ticket.
K2 22.png
A new ticket, sent with Kayako For WHMCS module, is immediately visible in the Kayako admin area.
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Do not hesitate and send a reply to this ticket.
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Client has received an answer. Note that the ticket status has been updated as well.
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Tips

1. Exporting clients or tickets in the current module version may seem a bit slow.

This is due to the Kayako API limitations, for this reason a more efficient export method could not be implemented.

2. Once the module is configured, support team can manage new tickets only from the Kayako panel.

They will no longer appear in the WHMCS administration support section.

3. The module does not support 'Kayako Classic' . Only Kayako cloud-based platform is supported.

Update Instructions

Essential guidance through the process of updating the module is offered here.

Keep in mind there is a quick and easy option in our client area that will let you upgrade the license of your module to an open source version at any time - and at a lower price!
To take advantage of it, simply use the License Upgrade button located on the product's page and a discounted invoice will be generated automatically.

Common Problems

1. When you have problems with connection, check whether your SELinux or firewall does not block ports.
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