Kayako — Migration Support Overview
Role in migrations
- Staff (HD): supported as both (source and target).
- Company (HD): supported as both (source and target).
- Contact (HD): supported as both (source and target).
- Ticket (HD): supported as both (source and target).
- Category (KB): supported as both (source and target).
- Folder (KB): supported as both (source and target).
- Article (KB): supported as both (source and target).
Field-level support migrating FROM Kayako (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | Yes |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Tags | Yes |
| Custom fields | Yes |
| CC | No |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating TO Kayako (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | Yes |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Comment Created date | Yes |
| Comment Author | Yes |
| Tags | Yes |
| Custom fields | Yes |
| CC | No |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | No |
Field-level support migrating FROM Kayako (Company)
| Field | Supported |
| Domains | No |
| Tags | No |
| Custom fields | Yes |
| Notes | No |
Field-level support migrating TO Kayako (Company)
| Field | Supported |
| Domains | No |
| Tags | No |
| Custom fields | Yes |
| Notes | No |
Field-level support migrating FROM Kayako (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | Yes |
| Phone | Yes |
| Notes | No |
Field-level support migrating TO Kayako (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | Yes |
| Phone | Yes |
| Notes | No |
Field-level support migrating FROM Kayako (Article)
| Field | Supported |
| Inline images | Yes |
| Attachments | Yes |
| Tags | Yes |
| Support multilevel Folder structure | No |
Field-level support migrating TO Kayako (Article)
| Field | Supported |
| Inline images | Yes |
| Attachments | Yes |
| Tags | Yes |
| Support multilevel Folder structure | No |
Migration options available for Kayako
- Migrate content translations - applies to: both (Article)
- Select records for Demo - applies to: source (Ticket), source (Article)
- Inline images in tickets - applies to: source (Ticket)
- Skip ticket attachments - applies to: source (Ticket)
- Add a new tag to tickets - applies to: target (Ticket)
Kayako — Setup & How-To Guide
For more information: https://help-desk-migration.com/help/kayako-migration-guides/ , https://help-desk-migration.com/help/kayako-data-migration-checklist/
How do I find closed conversations in Kayako?
To find closed tickets in your Kayako, simply input in:conversations (status:closed) in the search bar. Kayako will then generate a preview. Click on See more in advanced search.
You will then be able to view all closed conversations in Kayako:
How to calculate customers in Kayako?
Kayako calculates the total number of your customers and allows you to search for particular customers by applying user attributes.
- Go to the Agent area.
- Select Customers on the sidebar menu.
- Find the total number of customers above the list. You can tick user attributes on the left to filter out specific customers.
How to allow potentially unsafe HTML in Kayako Help Center articles?
By default, Kayako is configured to block unsafe HTML tags and attributes, to ensure that your customers can safely browse your knowledge base. However, if you need to migrate embedded content, you can allow the display of unsafe content:
- In the admin panel, click the Security menu.
- Under Security, select the Security policies menu.
- Go to Help Center content.
- Check Allow potentially unsafe HTML in Help Center articles.
Warning: this change allows potentially malicious code to be executed when users open an article in a browser.
Limitations of Collaborators in Kayako
In Kayako, collaborators are team members who need visibility into conversations but don’t require full agent permissions. They’re great for pulling in developers, managers, or legal teams to provide input—without giving them full access to support tools.
What collaborators can do:
- View conversations—stay in the loop on customer interactions.
- Leave internal notes—share insights with your team, but not with > customers.
What collaborators can not do:
- No public replies—they can’t respond directly to customers.
- No ticket updates—status, priority, and assignments are > off-limits.
- No reporting or analytics—they won’t see performance data.
- No chat support—live conversations stay with agents.
Kayako Migration Limitations
- There are agents and collaborators in Kayako. Only agents can communicate with customers, while collaborators can only leave internal comments.
- You should confirm your agent's activation via email.
- When migrating Knowledge Base content, allow potentially unsafe HTML in Help Center articles in the admin panel. Kayako blocks the outsource links to provide safety for its users, so if you want all of your links to work, make sure not to skip this step.
- Migration Wizard can't migrate cases of deactivated agents.
- If you migrate from Kayako Classic to Kayako and want your users to access the Help Center via the same URL, do not switch to DNS (Domain Name Service, a.k.a. your Knowledge Base URL) before migrating. Do it afterward to keep all attachments.
- CC users do not migrate. However, you can still migrate emails of CC users into a custom field. Or, opt for customization and migrate CC users over to Kayako.
- If the account was just created and has no activated mailbox, the migration will fail.
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