Printing Conversations Within Kayako

Overview

Unlike Kayako Classic, the 'print' function is not available in the new Kayako. You may use the browser's print feature (Ctrl+P) along with the "selection only" option to print the content of the conversation screen. Or, you may use API to retrieve cases and then save the output as a PDF which you can edit or print.

Prerequisite

• To print from your browser, you may need administrative access to the computer or browser. If you are using a company network computer, then contact your network admin if printing restrictions have been enabled.
• To retrieve cases using the API endpoint, you will need an agent or administrator account in Kayako. No specific permission is required.
• Working knowledge of the API (application programming interface).

Solution

Printing using the browser's Print option

The following steps were intended to be used for Google Chrome and Microsoft Edge browsers. The interface will, of course, look different but the steps a relatively the same. Other browsers may not offer the same functionality but feel free to search the internet for similar options.

1. Open the conversation you wish to print.
2. Highlight the information you want to print using your mouse.
   NOTE: Do not use CTRL + A as it will select all items within the page and you may not get the desired result due to overlapping text and images.
3. Press CTRL + P or go to the settings menu and select print.
4. From the print settings window, click More settings then check the "Selection only" option.
5. From there, you will have the option to print the document directly or save it as a file (i.e., as a PDF file).

Printing by retrieving cases through the API

This method gives you a more detailed output of the conversation which includes but not limited to the date and time of the post or replies.

1. Log in to Kayako as an agent or admin and open a new tab on the same browser you are logged in. You may also use the Postman client to execute 

2. In the newly opened tab, paste the GET API endpoint URL for retrieving cases request in the address bar and hit enter. The API endpoint follows this pattern: https://DOMAIN.kayako.com/api/v1/cases/:ID.json

   NOTES:

   • Replace the DOMAIN in the URL above with your actual domain name.

   • Replace ":ID" with the case or conversation ID. The conversation ID is the number that you see at the end of a conversation URL in the address bar. 

3. While on the page, use the print webpage function (CTRL + P) to save it as a PDF file.

4. From the PDF file, you may edit it (using a PDF editor) or print it right away.