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Kayako SupportSuite Module Configuration

Parallels Business Automation - Standard provides integration with the Kayako SupportSuite.

Helpdesk-side module provides the transparent logging in to the Support Center for your customers (i.e., directly from the Parallels Business Automation - Standard customer Control Panel to a customer trouble tickets at Kayako Support Center, without the need for a customer to enter login).

Files Location

For successful installation and work, the Helpdesk-side module MUST be placed into the same directory where Kayako SupportSuite files are located, so hspcomplete.php and swift.php are in the same directory.

Initial Setup

Specify the passphrase to be used for envelopes security header generation. To this effect, define the HSPC_SECRET constant. This particular passphrase must be then specified in the Parallels Business Automation - Standard side module setup. For example, if you specify the following:

define('HSPC_SECRET', 'hspcomplete');

then exactly the phrase hspcomplete must be specified in the Support Manager - Setup, in the External Helpdesk Integration part of the form, Passphrase field. Please. make sure that the passphrase is specified correctly in the Parallels Business Automation - Standard side module since the Helpdesk-side module will accept only envelopes with security header containing the passphrase specified in the hspcomplete.php file. Passphrases must match on both sides, otherwise the integration with Kayako SupportSuite will be not possible.

Checking Integration with Kayako SupportSuite

After you define the necessary constants in the hspcomplete.php file, you can check the connection to the Kayako SupportSuite:

  1. Go to the Account Director - Support Manager - Setup and select the External Helpdesk Integration.
  2. Specify the hspcomplete.php file URL and the passphrase (HSPC_SECRET). Save changes.
  3. Check the Status and Synchronized fields. If the Parallels Business Automation - Standard side module has successfully established connection to the Helpdesk, Status must be Online and the Synchronized field must show Yes.

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