Search for conversations by CRM integration reference

In Quiq sites integrated with Oracle, Salesforce, Zendesk or Microsoft Dynamics, you can now search by a CRM record identifier, in addition to the Quiq Conversation ID, with the Search by ID button in the Closed Conversations search pages. When you click on the Search by ID button so that the Open Conversation dialog opens, in sites with a CRM integration a Reference Type menu field displays below the Conversation ID search field, where you can select the type of record identifier to search by (the available options depend on which CRM the site is integrated with), and a search field displays below that where you can enter the CRM record identifier text to search for.

In Quiq sites with an Oracle integration you can search by Reference Number & Incident ID, with Salesforce you can search by Case Number, Case ID & Lead ID, with Zendesk you can search by Ticket ID, and with Microsoft Dynamics you can search by Case Number, Case ID & Task ID.

Similar to searching by the Quiq Conversation ID, the full exact value for the CRM record identifier has to be entered for the search to return the record - if an invalid search value is entered, the search will fail and a validation error will display. The other filters in the Closed Conversations search page don't affect searching by CRM record identifier at all - so for example, a conversation that falls outside the Date Range currently selected in the Closed Conversations page will still be returned.

Note that if the Conversation ID and a CRM record identifier search field are both populated with valid values, but they point to different Quiq conversations, the search will always return the conversation associated with the Conversation ID by default.

Affected Users: Manager, Administrator