Quiq Messaging for Zendesk

Quiq makes it easy for customers to contact a company via Messaging. Customers can now engage customer service via text messaging and Facebook Messenger for help with their pre-sales questions and post-sales support.

Seamlessly integrated into Zendesk Support, Quiq’s messaging platform allows customers to send inbound messages to a company. Whether it’s text/SMS messages, Facebook Messenger, or any other messaging app, the contact center can now offer and easily manage the most preferred customer channel.

Agents can easily handle multiple conversations at once, while our Adaptive Response Time coaching automatically prioritizes messages based on the customer’s engagement level and SLA requirements. Collaboration and transfer capabilities, snippets/shortcuts, and the ability to send images and videos, all combine to ensure each agent is as effective and efficient as possible. Managers are presented with a real-time and historical view of messaging conversations, including all active chats and key performance stats by agent.

The Quiq Messaging app integrates with Zendesk to synchronize customer messaging conversations with Zendesk tickets. The app reads ticket, user, group, and help center article data from Zendesk to facilitate this synchronization. The app writes to Zendesk on behalf of agents, including: creating and updating tickets, adding public and private comments, creating end users, setting custom field values, and configuring webhook targets and triggers. Quiq conversation metadata (including conversation IDs and message synchronization timestamps) is stored in Zendesk ticket fields. Quiq does not sell or share data with third parties.