How to Upgrade from Kayako Classic to Kayako?

In 2016, Kayako released a cloud version of its customer service platform, called it new Kayako, and decided to suspend the on-premise version - Kayako Download (or Kayako Classic). However, numerous users were so accustomed to their favorite software that they made Kayako support the old version again.

Upgrading from Kayako Classic to Kayako

If you’re still a Kayako Download user, you know that the company doesn’t plan on updating the platform or adding new features. And this is one of the main disadvantages of staying with the old Kayako.

So, if you want to continue working with the familiar software but also take advantage of the new add-ons, think of upgrading from Kayako Classic. And if you want to keep your customer data, you should also think of the way of moving them to a new place. Yes, you understood correctly, you need a data migration to remain with all your customer database and upgrade at the same time.

Why even start using New Kayako?

New Kayako has a lot of new powerful features and has been changed to make your workflow even more productive and provide the best customer support. We’ve already mentioned, that unlike Kayako Download, New Kayako is constantly updated, its existing features are developed and the new ones are regularly added. And here are some of its benefits that will convince you in the necessity to upgrade.

Some of the new Kayako features

1. Automation.

New Kayako added three simple but powerful automation structures. They are time-based monitors, event-based triggers and SLAs. They enable you to streamline the majority of your support processes, define goals for your agents, monitor and automatically perform actions on your open conversations, based on the criteria you choose. Each of the blocks can be used separately or you can try to create a multi-step workflow with their help.


Kayako Macros


Creating a new macro in Kayako.


SLAs in new Kayako


SLA management in new Kayako.


Triggers in new Kayako

Event-based triggers in new Kayako.

2. Kayako Messenger.

It’s a newly-created live chat for making your communication with customers fast and efficient. It can provide appropriate suggestions from your self-service content automatically. As well, you will be able to reroute the conversation to real-time communication with your agents if needed or save customer messages when support reps are unavailable.


Kayako Messenger functionality. Source: Kayako

3. Collaborators.

In new Kayako, they added a possibility to create Collaborators - agents that can add private notes and, thus, help your support agents to resolve customer issues faster. Their main benefit is that they are completely free. The only limitation is that their number depends on the plan you use.

Collaborators in Kayako

How Collaborators can help other agents while customer support. Source: Kayako

4. Unified conversations.

You won’t have to deal with your customer requests ticket-by-ticket anymore. In new Kayako, you are able to provide customer service in a contextualized conversation, while your customers reach for you from any comfortable channel. Unified conversations also hold the info about your customer, their organization, history of the conversations, and all the interactions your customers made with your team, website, or even external sources connected to your Kayako.

Kayako inbox

Viewing current Conversations in a shared inbox. Source: Kayako

5. Help Center editing.

Unlike Kayako Download, new Kayako makes creating great and unique self-service content a piece of cake. For instance, they added a super intuitive editor that you can use right from your account. Additionally, you can customize your Help Center HTML and CSS, having full control over its appearance.

Help Center Kayako

Customizing Help Center templates in Kayako.

How do I upgrade from Kayako Classic to Kayako?

The next logical question is how to move all your records from Kayako Classic to Kayako. These days, Kayako doesn’t offer any tool or service to complete an upgrade from Kayako Classic to new Kayako.
However, if you do some research, you’ll find out that in Kayako support, they suggest using one of their authorized partners for this kind of process - Help Desk Migration. And there’s a good reason for it. The process of transferring your Kayako Download data with an automated tool couldn’t be faster and easier. Now, let’s dig into Help Desk Migration peculiarities and how exactly we can help you.

What we can migrate?

It’s important to know what Kayako Classic data is possible to move to your new account. Here’s a precise list of these entities:

  • Tickets
  • Agents
  • Users
  • Organizations
  • Departments
  • Public and Private Notes
  • Attachments
  • Custom fields

We also can migrate even your Knowledge Base together with its contents:

  • Categories
  • Sections
  • Articles

As you can see, with the help of our tool, it’s possible to move nearly everything that concerns your Kayako Classic customers and their issues.

How to prepare for your migration from Kayako Download to Kayako?

Any data migration requires a preparation stage in order to end as expected. There are several key steps that will help you save time and money. Even if it looks like everything depends on our tool and service solely, there are things that only you can do. Here’s how you can ensure that your Kayako upgrade proceeds seamlessly and quickly.

  • Start with reviewing your historical data on Kayako Download. Chances are, there are data that neither you nor your staff used for ages. In this case, there’s no purpose to move it to your freshly-made account. Make sure you’ve cleaned everything extra before starting the migration, as the more data you have, the more you will wait for the process to complete.
  • Go through the data you’ve cleaned out and check if everything is arranged as you want. If not, take care of it and make sure your data structure is correct so that everything migrates properly.
  • Pick out the best date for your migration. Yes, you can’t just begin moving data anytime you want. Well, you can, but the wrong time of migration will affect your workflow on one hand. And on the other, your agents will just alter the data structure if they change some info on the help desk. So, the best way to go is to think over the off-peak time when the income of customer requests is the least intense and start the migration then.
  • Document your settings for future reference as they are impossible to migrate.

Discover the migration process

Now, when you’re ready with your Kayako data, it’s high time to start with the migration itself. Using our migration tool, you can automatically move all of your records from Kayako Classic to Kayako in a few clicks. You will also be able to choose which data and where you want to move. Then, you can start a Free Demo Migration to check the functionality of our Migration Wizard. The tool will randomly choose 20 tickets from your Kayako Download and move them to the new Kayako. After the demo, you will be able to check if everything moved correctly and only then decide if you’re ready for the full migration.

How to upgrade from Kayako Classic to Kayako

Test It Yourself

In general, Help Desk Migration Service is all you need for your upgrade. An automated tool will resolve all your tech and time issues so that you can concentrate on what you can do better, and leave us the rest. So, if you decided to move to new Kayako from Kayako Classic, or need any other data transfer, feel free to contact us or set up a migration yourself.

Upgrade from Kayako Classic now

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Help Desk Migration

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