Changing the Helpdesk Base URL in Kayako Classic

Overview

As a Kayako Classic customer, you have the option to change your Kayako helpdesk base URL say from brewfictus.kayako.com  to support.brewfictus.com. If you are using the Kayako Classic download platform, you can change the base URL on your own. However,  if you are using the OnDemand platform, the base URL change request has to be forwarded to the SaaS Ops team. Also, note that OnDemand customers are only allowed one (1) domain or URL.

This article provides instructions on how to change or rename the Kayako Classic base URL.

Solution

Kayako Classic OnDemand

As mentioned earlier, if you are using the OnDemand platform, the request to change the base URL goes to the SaaS Ops team. Therefore, you need to submit this request to the support team and they will forward the request to the SaaS Ops team, by following these steps:

1. Click the Submit a ticket button.
2. Provide the current base URL and the new base URL.

Kayako Classic Download (On-premise)

If you need to update or change the product URL of your Kayako Classic Download (on-premise installation), follow these steps:

NOTE: The code assumes Kayako Classic is installed at a location /var/www/swift and MY-NEW-DOMAIN is the new URL. You need access to the server where your Kayako Classic resides.

1. 1. Get database details from config.php
      

      head -n50 /var/www/swift/__swift/config/config.php
      

   2. Check the product URL in database:
      

      select data from swsettings where vkey='general_producturl';
      

   3. Update product URL in database:
      

      update swsettings set data = 'https://MY-NEW-DOMAIN/' where vkey = 'general_producturl';

   4. Rebuild Cache of Help desk by following the instructions from the Rebuilding Helpdesk Cache Manually article.
      • NOTE: Cache files are written every time someone is accessing a Kayako installation. When you delete the cache through the steps above, some files may be left behind, which may cause issues in the UI. If you start to experience issues after performing this procedure, it may be helpful to go directly to the __swift/cache directory and delete everything from there!