Escalate support tickets to software engineering

When a new ticket is created in Kayako, automatically create an issue in GitHub so developers can investigate the underlying bug.

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Kayako Explore Kayako →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Kayako.

Ticket status changed

Fires when a ticket's status changes in Kayako.

Ticket assigned

Fires when a ticket in Kayako is assigned to an agent.

SLA breached

Fires when a ticket in Kayako breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Kayako.

Update ticket status

Updates a ticket's status in Kayako.

Assign ticket

Assigns a ticket in Kayako to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Kayako.

GitHub Explore GitHub →

Triggers

Job completed

Fires when a job, build or file conversion finishes in GitHub.

Job failed

Fires when a job, build or API request fails in GitHub.

Actions

Run an API request

Calls an GitHub endpoint with data from an earlier step.

Generate or convert a file

Creates a PDF, image or converted file with GitHub.

Validate or look up a value

Checks or enriches a phone number, address or IP with GitHub.

Update support ticket statuses when code deploys When a deployment is tracked in GitHub, update the ticket status in Kayako so support teams know the patch has reached production. See details

Post technical updates directly into support threads When an issue status changes in GitHub, automatically add a ticket comment in Kayako to keep support reps informed of engineering progress. See details

See all Kayako + GitHub integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Escalate support tickets to software engineering” between Kayako and GitHub?

Yes — describe it in the box above and Knit's Integrations Agent researches Kayako and GitHub's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

How does connecting developer tools with ticketing systems help support teams?

Integrating GitHub with Kayako bridges support and engineering by escalating user-reported tickets into developer issues and updating tickets when fixes deploy.

Can code deployments automatically update customer tickets?

Yes, when a deployment is tracked in GitHub, corresponding ticket statuses in Kayako can automatically update to inform agents that fixes are live.