Handling SSL Certificate Issue

Overview

One of the most common issues with Brands within Kayako is the SSL certificates not working for custom domains. You may experience an issue where you have updated your SSL certificate but the website is still showing an expired SSL message like "SSL certificate has expired" or "Not Secure".

Diagnosis

Setting up an SSL certificate for a custom domain can be a little tricky, so first and foremost, you need to make sure that the directions provided in our help article on configuring custom domain and SSL certificate have been followed.

It's worth noting also that if you're updating or replacing an SSL certificate, we recommend doing this at least 24-48 hours before your current one expires to ensure a smooth changeover. 

A few things that need to be taken into consideration also are:

• Validate if the SSL Certificate is from a trusted certificate authority.
• SSL Certificate is valid and has not expired.
• You need to get a new certificate if you use a custom domain, or get a new wildcard certificate to cover your entire domain (You cannot reuse your main domain's SSL certificate unless it is a wildcard certificate).

Using an online certificate checker tool can help to determine these pieces of information. If it fails any of these checks, then you will need to reach out to the company that issued the certificate for assistance.

On the other hand, if the certificate meets the criteria above, the next step is to remove and then re-upload the SSL certificate.

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Prerequisites

• To configure the SSL certificate for a brand in Kayako, you will need an administrator account with the 'Manage brands' permission.
• You need a copy of the certificate as well as the private key.

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Solution

NOTE: If you recently changed your SSL certificate and it's still showing the old certificate, you might need to wait for at least 24-48 hours for the changes to take effect. Otherwise, proceed with the solution below.

1. Sign in to Kayako and go to the admin area.
   
   
2. Click Brands from the left sidebar under CUSTOMIZATIONS.

3. Hover over to the Brand you want to configure and click Edit.
   

4. Scroll down to the Custom SSL section and clear the existing SSL certificate and private key.
   

5. Click Save to save the changes.

6. After clearing the SSL certificate and private key, copy the information from your source and add them back again. Hover over to the Brand you want to configure and click Edit.

7. Scroll down to the Custom SSL section and add your SSL certificate and private key.

   
8. Click Save to save the changes.

NOTE:

If the above procedure fails to resolve the issue, it may be an issue with the Kayako platform which needs to be escalated to the infrastructure team.

Please reach out to support by following the steps below:

1. Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link.
2. Provide the details of the issue including a screenshot of the error if there's any.
   • A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.
   • Please attach a copy of your SSL certificate along with the private key in your ticket. 

<supportagent>If the troubleshooting steps above do not resolve the customer's issue, agents should escalate this issue to the relevant external team as per the Kayako Routing Table</supportagent>

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Confirmation

If the procedure is successful, you should no longer have an issue with your SSL certificate such as "SSL certificate has expired" error showing on your website, or the webpage is displaying errors stating "Not secure".

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