Overview

When your customers start a new conversation, the Quiq system will create a new Zendesk ticket for the conversation, depending upon your configuration. You may request a Quiq employee to complete this setup, or you can proceed with these steps on your own.

Note - Throughout the document “YOUR_QUIQ_TENANT” is used as a placeholder for the name of your Quiq tenant. This is typically the first portion of your Quiq site URL. Confirm this name before proceeding with the configuration.

An administrator account in theZendesk system must be created to allow Quiq to sync tickets via the Zendesk API. The account name should be Quiq Integration, and email should be zendeskapp+YOUR_QUIQ_TENANT@goquiq.com.

API Token

  • While logged in with the integration account from above create an API token.
  • Go to the Zendesk Admin area.
  • Under “Channels” click on the “API” link.
  • Click on the “Plus” icon to create a new token for use with Quiq - DO NOT SAVE this token yet.
  • Click on the “Copy” button to copy the token to your clipboard.
  • Paste the token into your notepad program or another text editor.
  • Click on the “Save” button to save the token in Zendesk.
  • Securely share the token with Quiq.

Zendesk Single Sign On

When Quiq is integrated with Zendesk, user authentication is handled via Zendesk. Zendesk users automatically have access to Quiq, and it is not necessary to create users in Quiq. However, Quiq Manager and Admin permissions must be granted to users once their account has been created from Zendesk. Additionally, users must be added to Roles when multiple queues are used. reference the Admin Guide for specifics of user management.

Follow these steps to enable Zendesk account management:

  • Go to the Zendesk Admin area.
  • Under “Channels” click on the “API” link.
  • Click on the “OAuth Clients” tab.
  • Click the “Plus” icon to create a new OAuth client.
  • For Client Name input “Quiq”.
  • For Description input “Quiq Messaging”.
  • Company should be automatically set to “Quiq”.
  • For Logo you may leave it blank or upload the Quiq logo from here
  • Unique Identifier should be automatically set to “quiq”.
  • For Redirect URLs put the following two lines into the text area. https://YOUR_QUIQ_TENANT.goquiq.com/idp/callback/zendesk https://inbound-aor1.goquiq.com/idp/callback/zendesk
  • Click Save and then click OK.
  • Click Copy to copy the OAuth secret.
  • Paste the secret into your text editor.
  • Save the OAuth App.
  • Securely share the secret with Quiq.

Share information with Quiq

Work with Quiq employees to transfer your OAuth app name, OAuth app secret, API account ID and API token into Quiq. Quiq will use this information to create Quiq as a Channel in your Zendesk site as well a custom field that is required for the integration.

Ticket creation setup

Quiq should contact you letting you know that the first phase of the integration is in place. At this point you can login to Quiq with your Zendesk credentials, but ticket creation has not been set up completely.

  • Login to Quiq.
  • In a separate tab, go to your Zendesk admin area.
  • Under “Channels” click on the “Channel Integrations” link.
  • You should see a button for a “Quiq Channel” - click the button.
  • Select the “Accounts” tab.
  • Click the “Add account” button.
  • In the Quiq base url field, input the base URL for your Quiq instance. https://YOUR_QUIQ_TENANT.goquiq.com
  • For display name choose “Quiq”.
  • Click submit and you should see the account you created on the accounts tab.

Zendesk Quiq Messaging App

To view conversation history within tickets in Zendesk, install the Zendesk Quiq Messaging App. Add the app to your Zendesk instance by clicking the link below and following the instructions there. https://www.zendesk.com/apps/quiq-messaging

Testing

Let Quiq know when all of the steps are completed, and we will test together to ensure that everything is working properly.