InTouch Hub · Blue Isle Software

Kayako

Create and track support cases and conversations in Kayako via the Kayako REST API v1.

kayakosupportcaseshelpdesk

Kayako

Create and track support cases and conversations in Kayako via the Kayako REST API v1.

What It Does

Provides four operations against the Kayako REST API:

Operation HTTP Endpoint
list_cases GET /api/v1/cases.json
get_case GET /api/v1/cases/{caseId}.json
create_case POST /api/v1/cases.json
list_posts GET /api/v1/cases/{caseId}/posts.json
reply_case POST /api/v1/cases/{caseId}/reply.json

Authentication

Kayako uses HTTP Basic Authentication:

Authorization: Basic base64(email:password)

The apiKey input takes the literal email:password string — the tool base64-encodes it before sending.

Getting your credentials: 1. Log in to your Kayako instance as an agent or admin. 2. Use your agent email address and account password. 3. Set instance to your subdomain (e.g. acme for acme.kayako.com).

Inputs

Field Required Description
apiKey Yes email:password credential pair for Basic auth
instance Yes Kayako subdomain (e.g. acme for acme.kayako.com)
operation Yes One of: list_cases, get_case, create_case, list_posts, reply_case
caseId Conditional Case ID — required for get_case, list_posts, reply_case
subject Conditional Case subject — required for create_case
contents Conditional Message body — required for create_case and reply_case
channel Optional Channel for create_case: MAIL, NOTE (default: MAIL)
channelId Conditional Channel ID — required for create_case when channel is MAIL
requesterId Optional Requester user ID (integer) for create_case
priorityId Optional Priority ID (integer) for create_case

Outputs

Field Description
result JSON response body from the Kayako API
status HTTP status code as a string (e.g. 200, 201)

Examples

List open cases

input:
  apiKey: "[email protected]:s3cr3t"
  instance: "acme"
  operation: "list_cases"

Get a specific case

input:
  apiKey: "[email protected]:s3cr3t"
  instance: "acme"
  operation: "get_case"
  caseId: "12345"

Create a new internal note case

input:
  apiKey: "[email protected]:s3cr3t"
  instance: "acme"
  operation: "create_case"
  subject: "Server is down"
  contents: "Customer reported the API is returning 503 errors since 14:00 UTC."
  channel: "NOTE"
  requesterId: "789"

Add a reply to an existing case

input:
  apiKey: "[email protected]:s3cr3t"
  instance: "acme"
  operation: "reply_case"
  caseId: "12345"
  contents: "Thank you for reaching out. We are investigating and will update you shortly."

List all posts/messages in a case

input:
  apiKey: "[email protected]:s3cr3t"
  instance: "acme"
  operation: "list_posts"
  caseId: "12345"

API Reference