Configuring Office365 Hosted Exchange with Zendesk

Note: There is a newer version of Office365 Hosted Exchange and these instructions may not work for that version. 

 

Video updated August 2014!

 

  1.  Inside your Office365 account you will want to create a support mailbox for your organization.
  2. Create a Mail Contact as well. The mail contact should have an external email address that is the support address for your Zendesk (ie: support@example.zendesk.com)
  3. On the top right, where you see the name of the currently logged in user, select "Another User" from the drop down.
  4. Select the support user that you created in step 1
  5. This should open a new window where you are now managing the "Support" user. Select "Organize Email" from the left side of the screen.
  6. Create a new inbox rule for that user that does the following: apply to all new mail, redirect messages to -> Mail Contact from step 2
  7. Save the rule.
  8. Open your Zendesk and click on the Gear icon in the lower left. 
  9. Under Channels click "Email"
  10. Add a support address for your mailbox you created in step 1
  11. Click Save.

That should be all there is needed. The flow of events is as follows:

Customer emails support@example.com -> email goes to Office365 and is hit by the inbox rule -> message is redirected to the office365 mail contact -> message goes to Zendesk

 

The older instructions (that may or may not apply to OnPremises exchange) are shown below. 

 

Video Summary:

To forward mail from an Office365 hosted exchange instance to Zendesk, you'll need to do the following:

  1. Log in to an administrator account and create a support mailbox (if you already have one then skip this).
  2. Go to your mailbox and go to Options > See All Options.
  3. Change from Manage Myself to Manage My Organization.
  4. Create an External Contact and for the address enter the Zendesk email address (ie: support@mysubdomain.zendesk.com).
  5. Save the changes and go to your support mailbox. Do this by changing the manage from Manage My Organization to Manage Another User.
  6. Select your support mailbox.
  7. Create a new Inbox Rule. 
  8. Click the More Options button.
  9. Select [Apply to All Messages].
  10. Set the action to Redirect mail and choose your External Contact you created previously.
  11. Save the rule and test out your new configuration. 
Note: It might take a little longer for tickets to reach your help desk as they now have to pass through an extra "hop" to get where they are going. 
Have more questions? Submit a request

Comments

  • Avatar
    Kalle Ekstrand

    Hello,

    Would it not be possible to use a "distribution group" instead of a mailbox?

    With the external contact as a "member"?

    //kalle

  • Avatar
    Adam

    @Kalle, I'm not entirely sure. I would give it a shot though and see how far you get. The only issue I can see with this is that you wouldn't have an archive of your inbound messages (something you would get if you used a mailbox).

  • Avatar
    Toni Van de Voorde

    @Adam & @Kalle .. I confirm that it works with a distribution group only!

  • Avatar
    Josh King

    @Adam, we use Office 365 and are having the issue where any emails redirected from our support email address end up in the Suspended Tickets.

    I've tried following the video, however the Office 365 interface has changed completely from the above video.  I can't find anywhere called 'Manage My Organisation'.  I've set up a contact, but it's still not working.  

    Any advice?

  • Avatar
    Yaniv

    @Josh, I need a little bit more details here so, I am going to create a ticket for you. You will get a notification soon.

  • Avatar
    Adam

    Hi Everyone!

     

    New video posted for the new UI in office365. Hope this helps!

     

    -Adam Panzer

  • Avatar
    ImANinja

    You can use distro groups for Office 365 to avoid using a mailbox license.But like Adam mentioned it wont archive emails

    Step 1 - You need to add the email for the group in ZenDesk XXX@subdomain.zendesk.com

    Step 2 -Create a Distribution Group XXX@company.com in Office 365

    Step 3 Create a contact XXX@subdomain.zendesk.com

    What happens is you send an email to the distro group and since you cannot set forwarding on groups you add the contact to send an email to that address as well. Hope that helps

  • Avatar
    Adam

    I just want to point out that making a video is a pain. So yes, you guys are 100% correct about the various methods of doing this without using a mailbox license. I think I went for the most direct approach with the fewest steps (and the one I could understand most easily). If somebody wants to make a second video about how to do this without using a mailbox license I'd be happy to include it here as well :-D

  • Avatar
    Reece Dodds

    I want to know the best way to configure zendesk and exchange online for support addresses when we wish to use multiple support addresses for our domain.

    Do I use this distribution group method mentioned above?  Won't that mean creating a distribution group for each support address you wish to create?

    Or -

    Do I create (in exchange online admin, not Office 365 Admin) a "Mail user" in Contacts (this is different to an actual user account which uses a license) with the primary internal support address (eg. helpdesk@domain.com) and external address support@company.zendesk.com?.

    Then add SMTP addresses to this user (eg. it.support@domain.com, document.support@domain.com, hr.support@domain.com).

    Once all SMTP addresses that are to be used as support addresses in zendesk have been added to the "Mail user" in exchange online, do I then add the support addresses mentioned above (as SMTP addresses) to zendesk?

    Once the support addresses have been verified, does this mean that the only common incoming/outgoing address between the two interfaces is support@company.zendesk.com

    How do I then assign the support address to an agent or group (of agents)? So that tickets for those agents appear to be to and from the corresponding support address?

    Sorry for the confusion - but this is really difficult to wrap your head around.

  • Avatar
    Jessie Schutz

    Hi Reece!

    Although we may not be able to give you exact instructions on how to set up Office365 to work with Zendesk, we can definitely open up a ticket to give you some clarification about what Zendesk expects from forwarded messages, and what types of issues you might expect with forwarding certain workflows. You'll be seeing a new ticket from us shortly!

  • Avatar
    Tyler Miller

    This can be totally simplified:

    In O365 create a shared mailbox, this mailbox acts as a true inbox, log into it via OWA and set the forward there. Tested and it works great. Here are the instructions: If you have created a new shared mailbox using the address, I suggest you set a forward rule in OWA (Outlook Web App) by taking the steps below:

    1. Make sure you have already been granted with full access right on the shared mailbox. If not, please navigate to EAC (Exchange Admin Center) via: https://outlook.office365.com/ecp/ and grant the permission by clicking: “recipients”—“shared”, double click on the shared mailbox to open the properties window of the shared mailbox.

      Navigate to “mailbox delegation” in the window and add yourself in the full access list, then save the changes.

    2. Log into OWA using your own credential. In the upper right corner, click your name and select “Open another mailbox…”, then type the shared mailbox in the pop-up window. This open OWA of the shared mailbox in a new window.

    3. In OWA of the shared mailbox, in the upper right corner, click the setting gear icon and select “Options” in the drop down list. This will open the OWA settings of the shared mailbox.

    4. Click “organize email” in the left panel, then click the add icon under the “inbox rule” tab.

    5. Click “more options…” in the new rule window, then set a forward rule for all the messages with the following values and save the changes:

  • Avatar
    Jessie Schutz

    Hey Tyler! Great tip!

    I looks like the last bit of your post didn't make it through for some reason though...is there supposed to be more info after "set a forward rule for all the messages with the following values and save the changes:"?

Please sign in to leave a comment.