QuiQ Help Desk
Setting up Quiq Help Desk
Connect your support inbox, set your email templates, and turn on ratings and the monthly NPS survey.
Prerequisites
- An email inbox you can either forward from, or IMAP credentials for a mailbox you actually control.
- Access to your domain's DNS if you want to verify it for authentication.
1. Connect your support inbox
Go to Settings → Help Desk. You have two ways to get email into your ticket queue:
- Forward your existing address — copy the generated address under "Your QuiQSol support address" and add it as a forwarding rule in whatever inbox you already use (Gmail, Outlook, your company mailbox).
- Poll a real mailbox directly — under "Support Inbox (IMAP)", turn it on and fill in the host, port, username, and password for a mailbox you control. QuiQSol polls it on the interval you set and creates a ticket from each new message automatically.
2. Verify your domain (optional but recommended)
Under Domain Authentication, start verification for the domain you're forwarding from. Add the one DNS TXT record it gives you — this is checked against real DNS, not just a self-reported toggle, and proves you actually control the domain.
3. Set your email templates
Two templates are editable from the same page:
- Acknowledgement email — sent the moment a new ticket is created. Available placeholders:
{{ticketNumber}},{{contactName}},{{subject}}. - Resolution & rating email — sent when a ticket is marked resolved. Whatever you write here appears above three rating circles — Happy, Fair, Poor — that a customer can click with no login required. Recording/replying isn't required to rate; the click itself submits it.
4. Set up ticket categories
Under "Ticket categories", add the categories that make sense for how you route work — these are what agents assign a ticket to, and what your Analytics view breaks volume down by.
5. Turn on Advanced Configuration as needed
Three toggles, each real:
- Auto-CC replies to your support mailbox.
- Create Contacts from the Reply-To address instead of the From address.
- Show the agent's name in replies and outgoing email instead of a generic "Support" sender.
6. Turn on the monthly NPS survey (optional)
Scroll to Monthly NPS Survey and switch it on. Pick a published Survey — the built-in "NPS (Net Promoter Score)" template under Surveys is ready to use as-is. Once enabled, every customer who opened a ticket that month gets emailed the survey automatically, once, on the last day of the month.
7. Work the queue
New tickets land in your queue automatically, routed by category. SLA countdowns run per priority and escalate before a breach. When you resolve a ticket, the rating email goes out on its own — no extra step needed.
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