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Upgrading to the new Kayako for Kayako classic customers

We're excited to announce the launch of the new Kayako – a brand new product, platform and user experience that's been redesigned and reimagined for delivering modern, personal customer service.

For our existing Kayako customers, we've made it as simple as possible to upgrade to the new Kayako. Below, you'll find out more about our decision to focus on the cloud, about the upgrade plan that affects your Kayako Download subscription and Kayako OnDemand accounts, and about how you can upgrade and migrate your data.

If you have any other questions that aren't covered below, drop an email to support@kayako.com – we're here to help.

We're thrilled to offer you the new Kayako experience, and we hope you love it too. Thank you again for being a part of this journey with us.

The new Kayako is cloud-only

The new Kayako is cloud-only, and we are providing automated migration options for both our Kayako Download and Kayako OnDemand customers (read on).

The future of Kayako Classic

We will continue to support and develop Kayako Classic (Kayako 4) alongside the new Kayako. Find out more about continued Kayako Classic support.

Loyalty upgrade offer to the new Kayako

All Kayako Classic customers have an upgrade pathway to the new Kayako. How you upgrade depends on which Kayako product you are currently using (more below).

Kayako OnDemand customers

As a Kayako OnDemand customer, you can upgrade to the new Kayako for free - you'll keep paying the same per-agent price as you do today. When you upgrade to the new Kayako, you'll receive our Loyalty plan that includes many of the great new Kayako capabilities. The Loyalty Plan expired May 31, 2018.  For upgrade options, please contact success@kayako.com.

How to upgrade: We will be able to migrate you onto the new Kayako automatically. Due to overwhelming demand, there's a queue to upgrade, we're afraid.  You can now register your interest and get your place in your my.kayako.com account. When we're ready, we'll contact you. You'll be able to migrate into a sandbox environment to have a play around, and when you're ready to migrate we can upgrade your main production account to the new Kayako. In the meantime, you can check out what's changed in the new Kayako.

Kayako Download customers (signed up after July 2014)

As a Kayako Download customer on our July 2014 subscription price books, you can upgrade to the new Kayako for free - you'll keep paying the same per-agent price as you do today. When you upgrade to the new Kayako, you'll receive our Loyalty plan that includes many of the great new Kayako capabilities. The Loyalty Plan expired May 31, 2018.  For upgrade options, please contact success@kayako.com.

How to upgrade: We will be able to migrate you onto the new Kayako automatically (we provide a mechanism for you to upload your database to us, and we'll process it automatically). 

Due to overwhelming demand, there's a queue to upgrade, we're afraid. You can now register your interest and get your place in your my.kayako.com account. When we're ready, we'll contact you. You'll be able to migrate into a sandbox environment to have a play around, and when you're ready to migrate we can upgrade your main production account to the new Kayako. In the meantime, you can check out what's changed in the new Kayako.

Kayako Download legacy customers (signed up before July 2014)

As a Kayako Download customer who signed up on one of our legacy price books, you can move your Kayako Download legacy license to the new continued support subscription plan which will guarantee ongoing support and access to updates for your Kayako Download today,  whenever you are ready to upgrade. Find out more about the new Kayako subscription.

You can also sign up for the new Kayako afresh without migrating your data from your Kayako Download installation, if you want to sign up and get started sooner. However, if you start using your new Kayako, we won't be able to migrate your data later. If you're interested in doing this, drop us a line: upgrade@kayako.com.

Due to overwhelming demand, there's a queue to upgrade, we're afraid. You can now register your interest and get your place in your my.kayako.com account. When we're ready, we'll contact you. You'll be able to migrate into a sandbox environment to have a play around, and when you're ready to migrate we can upgrade your main production account to the new Kayako. In the meantime, you can check out what's changed in the new Kayako.

Getting ready to upgrade

If you'd like to see how the new Kayako works (without importing any existing data), you can sign up for a trial on our website today, and check out our user guide section for Kayako Classic customers migrating to the new Kayako. If you're ready to start in on the migration process in earnest, send us an email at support@kayako.com and we'll help you get started!

FAQs

Do I have to upgrade?

No – we are continuing to support Kayako Classic. Kayako Download customers can find out more about the options to stay with Kayako Classic here.

Are there any upgrade requirements?

This only applies to Kayako Download customers: To upgrade to the new Kayako, you'll need to be on the latest version of Kayako Classic. We can also only migrate customers who have made no manual modifications or customizations to their database. 

What happens to any subscription or support I have remaining on my Kayako Classic account when I update?

We'll credit it back to you, pro-rata, against your new Kayako subscription.

Can I try the new Kayako before going ahead and signing up?

Before you make the move to the new Kayako, you'll be able to import your data on a test account, to make sure everything works the way you like it. Once you've upgraded, you can cancel at any time, and it will take effect at the end of your billing period.

What's changed in the new Kayako?

Find out here.

Questions?

We're here to help – drop us a line: support@kayako.com

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  1. Jamie Edwards

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