---
title: "Kayako integration for LuumenAI"
url: "https://www.luumen.ai/integrations/kayako/"
entity: SoftwareIntegration
category: "ITSM & ticketing"
audience: "SRE, DevOps, platform engineering, IT operations"
---

# Kayako integration for LuumenAI

Read, update, and file Kayako tickets and changes from the work itself.

## What LuumenAI can do with Kayako

LuumenAI connects to Kayako with OAuth 2.0 and exposes 16 tools (8 read-only · 8 write). Reads answer immediately; writes are shown as a plan and require approval by default, configurable per tool by an administrator.

## Key facts

- Authentication: OAuth 2.0
- Tools available: 16 tools (8 read-only · 8 write)
- Plan: available on all plans
- Category: ITSM & ticketing

## About Kayako with LuumenAI

Bring Kayako tickets and changes into the work itself. LuumenAI reads the ticket, pulls the linked configuration items, follows the matching runbook, and writes back what it did — with change requests drafted from the plan and updates posted only after a human approves them.

## Example tools

Read-only (8 in total):

- `Look up ticket` — Read a ticket, its history, and linked CIs into the conversation.
- `Search tickets & changes` — Find related incidents, problems, and changes by CI, host, or text.
- `Get ticket comments` — Work notes and customer comments on a ticket.
- `List my tickets` — Open tickets assigned to you or your group.
- `Get change calendar` — Scheduled changes for a CI or window.
- `List knowledge articles` — Articles linked to a ticket or CI.
- `Get SLA status` — Time remaining on response and resolution SLAs.
- `Get approvals pending` — Changes waiting on an approver.

Write and destructive (8 in total, approval required by default):

- `Add work notes` — Post an update summarizing what LuumenAI found and did.
- `File change request` — Draft a standard or normal change with the planned steps attached.
- `Resolve or close` — Move a ticket to resolved with the audit trail attached.
- `Assign ticket` — Reassign to a person or group.
- `Set priority` — Change priority with the reason recorded.
- `Attach evidence` — Attach logs or screenshots to the record.
- `Link tickets` — Relate incidents, problems, and changes.
- `Request approval` — Route a change to its approver.

## Frequently asked questions

### How does LuumenAI connect to Kayako?

Authorize once with OAuth 2.0. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.

### Can LuumenAI change things in Kayako on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default. Administrators configure that per tool.

### Is there an audit trail?

Every call to Kayako — read or write, approved or declined — is recorded with the actor, the input, and the result.

Full page: https://www.luumen.ai/integrations/kayako/