Kayako Whitelisting and Security Information for External Services FAQ

This article outlines the technical, security, and compliance information required to whitelist Kayako within your organization's network infrastructure.

Detailed Technical Overview

Security Protocols and Measures

• Hosting Environment: Kayako's core infrastructure is hosted in AWS, in data facilities compliant with multiple standards, including SSAE-16 (SOC 1, SOC 2, SOC 3), PCI DSS, ISO 27001, ISO 27017, ISO 27018, and Cloud Security Alliance certifications. Kayako

• Data Encryption: All data is encrypted both at rest and in transit, ensuring the protection of sensitive information.

• Access Controls: Administrative access to the database is restricted. Support teams require explicit customer approval to impersonate and address specific issues.

Data Handling Practices

• Personal Identifiable Information (PII): As a customer support platform, Kayako processes PII but does not handle other types of customer data. PII includes customer name and email.

• Access Restrictions: No administrative users have direct access to the database. Support teams can only access specific customer issues after obtaining explicit approval from the customer.

Compliance Certifications

• Kayako's infrastructure complies with several industry standards, including SSAE-16 (SOC 1, SOC 2, SOC 3), PCI DSS, ISO 27001, ISO 27017, ISO 27018, and adheres to GDPR regulations. 

Architecture and Cloud Infrastructure

• Separation of Environments: Customer support instances are isolated within separate Virtual Private Clouds (VPCs), ensuring dedicated and secure environments.

AI and Machine Learning Components

• Kayako leverages AI, including Large Language Models (LLMs), to enhance the customer support process.

  • AI Suggested Responses Automatically generates response options based on knowledge base content. Agents can edit or send these suggested responses directly.

  • Self-Learning Mode Learns from successfully closed tickets to improve future response suggestions for similar inquiries, reducing repetitive tasks and increasing team consistency.

  • AI Ticket Summary Provides one-click summarization of entire ticket conversations to help agents quickly understand ticket context and history.

  • AI Ticket Assistant Allows agents to query ticket threads to locate specific information, reducing time spent searching through complex tickets.

  • AI Audio Transcription and Summary Will automatically transcribe and summarize audio file attachments, making audio content searchable as text.

Security Information

• Data Encryption Methods:

  • At Rest: Data stored within Kayako's infrastructure is encrypted to protect against unauthorized access.

  • In Transit: Data transmitted between clients and Kayako's servers is encrypted using industry-standard protocols to ensure confidentiality.

• Authentication Methods and Access Control Mechanisms:

  • User Authentication: Kayako supports both traditional username/password authentication and social logins, providing flexibility and security for users.

  • Access Controls: Role-based access controls ensure that users have appropriate permissions based on their roles within the organization.

• Security Features and Protocols:

  • Two-Factor Authentication (2FA): Kayako supports 2FA, adding an extra layer of security for user accounts.

  • IP Restrictions: Administrators can define IP restrictions for agent logins, ensuring that only users from specified IP addresses can access the system. https://help.kayako.com

Network Requirements

• IP Addresses or Domains to Whitelist:

• Customers usually get a domain - customer.kayako.com, The customer has the ability to create a new alias such as support.customer.com, and redirect that to customer.kayako.com. They also will have the ability to create support@customer.com emails that will interact with Kayako to send out emails - if the customer intends to implement this part, then they might be required to whitelist Sendgrid IP Addresses to allow incoming emails. If the customer doesn't opt for this, then there is no whitelisting required.

• For Email communication, these would the IP address to whitelist

• 167.89.42.72

• 167.89.49.25

• 167.89.67.6

• 167.89.80.213

• 167.89.80.77

• 167.89.80.78

• 167.89.80.79

• 168.245.101.125

• 168.245.111.175

• 192.254.121.229

• 149.72.140.4

• 149.72.51.116

• 167.89.1.155

• 167.89.102.104

• 167.89.102.105

• Required Ports or Protocols for Communication

  • HTTPS (Port 443): All web-based communications with Kayako are conducted over HTTPS, which operates on port 443.

Documentation and References

Documentation and Compliance:

• Enterprise-Level Security Documentation:

  • Kayako provides resources and best practices to help teams maximize security and handle customer data safely. Kayako