Adding or Updating SSL Certificates For Your Kayako Classic Custom Domain

Overview

This article provides information about SSL certificates and the steps in adding or updating an SSL certificate for your Kayako Classic custom domain.

Information

To ensure that website visitors' information is always safe, an SSL certificate needs to be installed for the custom domain. Your Kayako Classic default domain (e.g., brewfictus.kayako.com) and any sub-domains are protected by a “wildcard” SSL certificate. However, you would need to purchase an SSL certificate for your Kayako Classic custom domain (e.g., brewfictus.mycompany.com).

What is SSL?

Secure Sockets Layer (SSL) technology protects the online transactions and helps increase trust in your Web site in the following three essential ways:

• An SSL Certificate enables encryption of sensitive information during online transactions.
• Each SSL Certificate is a unique credential identifying the certificate owner.
• A Certificate Authority authenticates the identity of the certificate owner before it is issued.

Web servers and Web browsers rely on the Secure Sockets Layer (SSL) protocol to create a uniquely encrypted channel for private communications over the public Internet. Each SSL Certificate consists of a public key and a private key. The public key is used to encrypt information and the private key is used to decrypt it. When a Web browser points to a secured domain, a level of encryption is established based on the type of SSL Certificate.

Download Customers

Since you maintain your Kayako Classic on your servers, you can add SSL to your custom domains anytime. Refer to the Adding or Updating Your SSL for Your Kayako Classic Download Instance section below for guidance.

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Process

Adding or Updating Your SSL for Your Kayako Classic Download Instance

A. Obtain a valid SSL certificate from a certification authority (recommended) or create a self-signed certificate. Please contact your network/system administrator for assistance.

B. Update the base URL for your Support Site

1. To install your certificate, you can follow these general guidelines for Apache web server or request help from your certificate issuer. If you are using Nginx or IIS, you will need to follow their specific processes for installing the SSL certificate. 
2. Log into your Admin CP and keep the tab open to keep the session active.
3. Go to your MySQL database.
4. Run the following query (replace the <kayako_URL> accordingly and make sure that HTTPS is included):

   UPDATE swsettings SET data = 'https://<kayako_URL>' WHERE vkey = 'general_producturl'

5. Rebuild your Kayako cache by opening the following link in a browser (replace the URL accordingly):
   https://<kayako_URL>.com/admin/index.php?/Base/Diagnostics/RebuildCache
   
   
6. Open to your new base URL. The portal should be functioning correctly with the updated HTTPS URL. 

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