Zendesk

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.

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YOUR_QUIQ_TENANT

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.

Integration Account

An administrator account in the Zendesk 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: [email protected].

API Token

1. While logged in with the integration account from above create an API token

2. Go to the Zendesk Admin area

3. Under “Apps and Integrations” click on the “Zendesk API” link

4. Click on the “Add API token” button to create a new token for use with Quiq - DO NOT SAVE this token yet

5. Click on the “Copy” button to copy the token to your clipboard

6. Paste the token into your notepad program or another text editor

7. Click on the “Save” button to save the token in Zendesk

8. 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 Manual for specifics of user management.

Follow these steps to enable Zendesk account management:

1. Go to the Zendesk Admin area

2. Under “Apps and Integrations” click on the “Zendesk API” link

3. Click on the “OAuth Clients” tab

4. Click the “Add OAuth client” button to create a new OAuth client

5. For Client Name input “Quiq”

6.For Description input “Quiq Messaging”

7. For Company input “Quiq”

8. For Logo you may leave it blank or upload the Quiq logo from here

9. Unique Identifier should be automatically set to “Quiq”

10. For Client kind click the drop-down and select “Confidential”

11. For Redirect URLs put the following two lines into the text area:

• https://YOUR_QUIQ_TENANT.goquiq.com/idp/callback/zendesk
• https://inbound-YOUR_QUIQ_CLUSTER.goquiq.com/idp/callback/zendesk

12. Click Save and then click OK

13. Click Copy to copy the OAuth secret

14. Paste the secret into your text editor

15. Save the OAuth App

16. 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 as a custom field that is required for the integration.

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:

Get started with Quiq and Zendesk

Testing

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