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New Kayako Support Service Migration

Frequently Asked Questions

When is this maintenance window scheduled and what will be the impact?

The maintenance window details are given below:

Start: Saturday July 6th  8 AM EST 

Duration: 8 hours

Impact: The Support portal will not be accessible for 60 minutes during the maintenance window.

In case of urgent issues: Please reach out to your Customer Success Manager

Are there changes in how to contact Kayako Support?

NO, see below:

How will I know when I should start using the improved support service?

By Sunday morning, July 7th,  2019 you will receive an email notification similar to this one, confirming that the new system is live. From that point on, please use the above mentioned contact channels.

What are the steps to access the support portal? 

To access our support site, please go to and use your email to login. For the first time sign-in, you will have to request for a new password, by clicking on “Forgot password” or “Get Password”.

  • You will need to enter your email address to retrieve the password.

  • Please note that the system may take up to 10 minutes to send you an email with a one-time link to create your new password.

  • In case you do not get this email, please also check your spam filter.

  • In case you have any issues, please email us at

How do I create a ticket?
Beginning Monday, July 8, 2019 UTC, you can login to the updated support system and create a new ticket using the web form. Once you login to the support system, you will have access to the Central Support System Customer User Guide for additional help.

Your existing open ticket(s)

You will receive a separate email on your open ticket(s) containing the new ticket ID and link for the new ticket.

What do I do this week before the new system goes live?
You can contact Kayako Support using the same procedures as you have in the past through Sunday, July 7th UTC.

What if I have more questions?

If you need more information on any of these procedures, please email us at

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  1. Alina Maxi

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