This procedure involves downgrading Kayako Fusion helpdesk to Kayako Engage.
It is always recommended that the support desk be running on the latest v4 build. The latest builds have the most recent bug fixes and security patches applied, hence making your help desk bug free and secure.
For version release notes and change log, click here
.
Take your support desk offline
To ensure that your clients does not face any inconvenience while the support desk is being upgraded, it is recommended to take it offline. This is easily done by putting up a single index.html file in the document root directory. This file should have a notice in it explaining to your customers that you're currently upgrading your help desk and that it will be back shortly.
This also prevents any incoming email sent to your email queue(s) from becoming tickets and interfering with the upgrade process.
Backup the support desk data
The most important step in upgrading the support desk is making very sure you have a complete and valid backup of your version 4 support desk data.
Data directory backup
By default, the storage location of download files and file attachments is set to "files" directory (to check the storage location, click here). In this case, keep a copy of the files directory (placed in ../swift/ directory) as all of your ticket attachments and download files are stored here.
Database backup
MySQL has published information about backing up databases here.
 | It is always recommended to backup the database via server command line interface |
You should store this backup database on a RAID machine or optical storage (or multiple physical locations) for safe-keeping.
Modified templates backup
Export all the support desk templates that you have modified. The procedure to export the templates is as explained here.
| Make sure that you have exported the modified templates for all the template groups. |
Modified language pack backup
Export the language pack or additional language packs, if any. The procedure to export the languages is as explained here.
Uninstall "Tickets" and "Mail Parser" module
Login to the Admin control panel and click Modules under Options menu, as shown:
As shown in the above screen-capture, the "Tickets" and "Mail Parser" module is installed and we need to uninstall it. To do so click on the "Tickets" option first and you will be presented with the uninstall page. You need to click "Uninstall" as shown in the following screen-capture to remove the "Tickets" module.
Similarly, uninstall the "Mail Parser" module.
Removing "tickets" and "mailparser" directories
The "tickets" and "mailparser" directories placed under the "__modules" directory needs to be removed, otherwise it'll show up in the helpdesk, although the "Tickets" and "Mail Parser" modules have already been uninstalled.
Download the product files and license key for Kayako Engage
Login to your account at my.kayako.com and download the help desk product archive and corresponding license key for Kayako Engage.
Unpack and upload the product files and license key file
Unpack the helpdesk product archive as explained here, and upload the product files and license key in the root folder of the already installed software in binary format as explained here.
| Make sure you do not replace the "files" folder placed in "__swift" folder. |
Upgrading the helpdesk
If the build of Kayako Enagage product files is higher than that of Kayako Fusion, "Upgrade" script needs to be run. The procedure is explained here.