Paid Kayako integration into eCommerce systems (connection between Kayako and eCommerce)

[Andrew Scott]

Holbi's Kayko Development Team is proud to announce the release of Kayako product range integration with Ecommerce systems. Businesses and web developers can now use their innovative solution. Technically integration is achieved via virtual layer.

Announcing this new service Holbi's Kayako Development team said the integration module is the best tool for businesses from all over the World who need to connect a Kayako product with their existing Ecommerce systems.

The ingenious aspect about this product is its independence from a particular Ecommerce platform. Therefore integration with virtually any Ecommerce system becomes available with this new Holbi's solution for Kayako.

Moreover, the whole process of integration takes less than a business day!

When offering the module to our clients, we provide description of its main features in brief to demonstrate all advantages of using it and then give description of each feature in very detail.

Main benefits for Ecommerce stores owners are:

• your customers can post tickets, which relate their order
• your customers can post more generic support or sales queries as tickets without linking them to a particular order
• customer can overview their tickets and Support Department responses
• all features are displayed on the same page making it easier for your customers access them; Holbi uses AJAX and Java Script to make user interface friendlier

As a part of experiment performed by our Development team we applied all the described features to the TrueLoaded shopping cart, which is based on osCommerce platform.

To Review the demo version of the system please visit this link :

URL: Holbi TrueLoaded

Shopping Cart user credentials are:
User name: kayakotest@holbi.co.uk
Password: 111111


Customers can click a special “Support” link to get access to the list of available Kayako Support features.





To Create a Ticket on Order the customer should get to the order listing section of My Account page. To view order details and ask Support Department a question regarding it the customer just needs to open tab “Tickets by order”. Here he/she presses the “View” button to see order details in a separate window.



Pressing the “Ticket” button allows the customer to write to the Support Department any question related to the order. To send the request, the customer just needs to select corresponding Kayako department and type in the text of the question.

As soon as the customer presses the “Send” button the question is sent to Kayako and assigned to a corresponding Department. Support staff response will be published under the question in the front-end of the online store as soon as the support staff posts it in Kayako as they would do it normally.

Next feature “Ask a Question” was created especially for customers who would like to ask some more general questions not directly related to particular orders. The customer needs to select a Kayako department, enter the subject and the question itself.

The question is being sent to the Support department and the Support staff response will be published under the question in the front end of online store.
Note: customers do not have to be pre-registered in the online store to use this feature.

Another feature called “View All Tickets” allows customers to check answers posted by Support staff to the selected tickets.



Note: These features are available to registered customers only as customers should be able to receive confirmation emails.

Kayako Admin Credentials are:
URL: Holbi TrueLoaded
user name: admin
password: 111111

Main additions now available to the Support Department Staff in the corresponding section of Kayako system are the two new tabs that contain customer information and whole order history of that particular customer.

First of all we added the “Orders” tab for the Support staff to view all the orders made by the customer who has sent the selected ticket. On this tab a green clip indicates an order that is attached to the currently open ticket.



“Customer” tab allows the Support staff to see full customer information downloaded from the Ecommerce system.



Information about the customer of Ecommerce system and related order (s) is linked to every ticket that belongs to the selected customer.

Support Staff can manually or automatically (it depends on the configuration settings) attach order(s) to the ticket.

Full order details are displayed in the ticket view (i.e. shipping, billing details, taxes, images, etc.)



All questions or requests, sent to the Support staff, are displayed in the tab Tickets => Manage Tickets in the Staff section of the Kayako.

Here the Support staff selects the ticket, activates the “Post reply” tab and enters the answer, which is then displayed in the online store’s front-end.

Project Leader: Oleksandr Gritsenko
Module developers: Pavel Bogomyagkov, Konstantin Bagaev .

We will be more than happy to answer all your questions. And help to understand this modification