Back Up – Upgrade
This section helps you with the back up of your existing database. We strongly recommend you back up your existing database incase of any failures during the upgrade. You can back up your MySQL database in the following manner:

– From the Admin Control Panel
– From MySQL CLI
– From phpMyAdmin

Back Up from Admin CP

eSupport/LiveResponse/SupportSuite allows you to back up your existing database from the Admin Control Panel as explained earlier in the Database section.

Note: This section might not function correctly if your database size is big in size as the script will timeout before the back up is generated. In that case we recommend you back up your database from MySQL CLI using mysqldump.


In order to back up your database from MySQL CLI you will require 2 things:

• SSH or Telnet access to your site. You will need to check with your hosting company to see if this is available.
• An SSH/Telnet Client, such as PuTTy.

Open your SSH/Telnet client and log into your website. The command line prompt you will see will vary by OS. For most hosting companies, this will bring you into the FTP root folder.

Type in the following:

mysqldump –opt -Q -u dbusername -p databasename > /path/to/backupname.sql

You will be prompted for the database password. Enter it and the database will backup. If your hosting company has you on a remote MySQL server, such as, you will need to add the host name to the command line. The host name will be the same as entered in your config.php.

The command line will be:

mysqldump –opt -Q -h hostname -u dbusername -p databasename > /path/to/backupname.sql

You can then, if you wish, download the backup to your home computer. We strongly recommend that you use this method to back up your database.

Back Up using phpMyAdmin

You can also generate a back up of your database using a third party software like phpMyAdmin. We are assuming phpMyAdmin is already installed on your server. Go to phpMyAdmin in your web browser and select the database you wish to back up by clicking on the name. If you have multiple databases, you will need to select the name from the drop menu.

In the right-hand frame, you will see a row of links. Click on Export.

Now in the right-hand frame you will see three sections. In the first section called Export you select the table(s) you wish to back up by selecting them from the list. To select multiple tables, hold the Ctrl key and lick the table names. To select all table, click the Select All link.

In the second section called SQL Options, make sure you have the following boxes checked:

Add ‘drop table’
Enclose table and field names with backquotes

Kayako ss upg001 Backing Up your Database

In the third section check Save as file and type a name for the backup in the text box adjacent to File name template. If your system supports it, you may also choose a compression type. None is selected by default.

Kayako ss upg002 Backing Up your Database

Click on Go and you will be prompted to save the backup on your local computer. Save the back up file on your computer.

Backing Up your Database