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Please make sure that you have all the required server configuration that you need in order to install Kayako Fusion, Kayako Case or Kayako Engage.

Pre-setup configuration


To avoid accidental overwriting of config.php which is located in __swift/config/ and contains important data, the default name for the file is You'll need to rename it to config.php before continuing.

Edit config.php

The config.php file must be manually edited for configuration of the helpdesk's database connection.

Microsoft Notepad is NOT recommended for editing config.php due to its poor handling of Unix line endings. If you are using Windows and do not have another editor, we recommend Notepad2

The following variables in this file need to be edited:




This variable stores the address of your database server. On most installations the database server is located on the same computer as the web server, in this case the address should be set to "localhost," otherwise use the address of the database server as supplied by your web host.


This variable contains the username provided to you by your host for connecting to your database server.


The password that accompanies the database username should be entered here.


The name of the database that will contain your installation on the database server.

The database is NOT automatically created for you; please see Creating a MySQL database for more information on how to create your database.

A sample config.php file

define('DB_HOSTNAME', 'localhost');

define('DB_USERNAME', 'kayako_user');

define('DB_PASSWORD', 'support');

define('DB_NAME', 'kayako_fusion');

The rest of the settings in config.php should be left unchanged unless you are very familiar with the system.

Once finished editing, save the file.

Upload key.php

In order to activate the product, you'll need to download the key.php file corresponding to your registered domain from My Kayako and upload it to the root folder (e.g., ~/httpdocs/support/) in which the rest of the helpdesk files have been uploaded.

Set file permissions

Kayako needs write permissions, recursively for four directories inside the __swift/ folder along with the __apps/ folder. These directories are:

  • __swift/files
  • __swift/cache
  • __swift/geoip
  • __swift/logs
  • __apps

Please choose the section below that corresponds to your operating system if you are unfamiliar with changing permissions on directories.

It is usually possible to change directory permissions using an FTP client, but that is out of the scope of this document. Please consult your FTP client's documentation to learn how to change a directory's permissions using that tool.

Unix-based servers

On a Unix-based system, you'll want to use the chmod command to set permissions to 777 on the aforementioned directories:

> chmod -Rf 777 files cache geoip logs
> chmod -Rf 777 __apps

Windows-based servers

In IIS 6, you need to provide full permissions to "IUSR_MachineName" on above mentioned directories. For "IIS 7" and "IIS 8", "IUSR"  account shall have full permissions on those directories. The "IUSR" account replaces the "IUSR_MachineName" account in "IIS 7" and above. Also you need to set full permissions for "IUSR" on "C:\Windows\TEMP" folder and set this path for "upload_tmp_dir = C:\Windows\TEMP" under PHP configuration file (php.ini). This is necessary because the attachments are temporarily stored under this folder before being sent. You can chose any folder and set the path under PHP configuration file accordingly.

In some cases you will need to provide full permissions to "everyone" on the following folders:

files  cache  geoip  logs



Run the automatic setup system

The setup system is located in the "/setup" directory inside the root directory of your helpdesk. (e.g., ~/httpdocs/support/setup). This would make the external (HTTP) URL something like '', if you uploaded your helpdesk files to the '/support' directory.

To start setup, point your web browser to the URL as demonstrated and you will see the following screen:

Click on the Setup option from the menu and you will be prompted to review the license agreement as shown here:

Click on the I Agree button and setup will then check your web server to ensure that it meets the minimum system requirements for installation. If you encounter errors, follow the instructions on your screen. Otherwise, press Next:

Once setup has determined your server meets the minimum requirements, you will be prompted to enter the settings for the default administrator account and settings for your helpdesk:

The Product URL should be the publicly accessible URL of your helpdesk, e.g., ''.

Click Start Setup to begin the automated setup procedure.

The automated portion of the setup script may take quite some time. Do not interrupt it for any reason or your installation will be corrupt and you'll have to start over!

The automated setup procedure will cycle through screens resembling this one until it has completed:

Once setup has completed, you will see the following screen:

Remove the /setup/ directory


The setup directory must be deleted as soon as the installation finishes as a security measure. You will receive warnings if you do not delete it.

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