Setting up Zendesk for Microsoft Outlook Integration Follow

Comments

28 comments

  • Avatar
    Arno Lindroos

    Hi,

    Seems to work like charm and was easy to setup in less than ten minutes. Noted that cc-receivers are not included correctly from the original email, which would be nice, and in our case adding the ticket added original sender also in the cc-field in Zendesk. Still, does not affect processing the ticket.

  • Avatar
    Jessie Schutz

    Hi Arno! I'm glad it's working well for you!

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    Ian Christopher B. de Jesus
    Great idea Arno! Would you be available for a quick chat to discuss your ideas further? Thanks!
  • Avatar
    Adam Horton

    This plugin has great potential... It'd be even better if forms could be added!

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    Jake Fogal

    We just set it up today for testing.

    Calendar integration would be exceptional for tasks.

     

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    Austin Amador

    This does not appear to work with Group Mailboxes. When we attempt to utilize from a Group mailbox we receive the following message:


    You cannot perform this action. Add-ins are not supported in this folder.

     

    Contacted Microsoft but they were no help.

  • Avatar
    Gavin Stone

    Austin, that's a limitation in Outlook - you can't load addins in a shared mailbox. See here https://officespdev.uservoice.com/forums/224641-general/suggestions/11634318-support-for-shared-mailboxes

  • Avatar
    Julie

    Hi Austin,

    Julie here from Zendesk. In order to perform this action, feel free to use the Zendesk integration with Office 365 Groups. You will be able to:

    • Escalate a ticket to an Office 365 Group
    • Enable existing teams to collaborate around complex customer scenarios
    • Link back to the Zendesk ticket once the issue is resolved in Office 365 Groups

    Here is the link to the apps marketplace page : https://www.zendesk.com/apps/outlook-groups/

    Hope it helps!

    Julie

  • Avatar
    Austin Amador

    Gavin,

    Thank you, this is the answer I could not locate anywhere.

     

    Hi Julie,

    Thanks. We are using this integration as well but we are specifically looking to create a ticket from within an Outlook Group mailbox. 

  • Avatar
    Mika Ahorinta

    We initially had this connected to trial "playground" subdomain, and now we cannot reconnect it to our "real" production subdomain. Zendesk support has had this issue open for days; last time they updated the case was on May 6th and it has been 4 days and no update from them - I am little bit disappointed.

  • Avatar
    Jeremy Colson

    Just setup this plug-in.... works great from O365, but when attempting to use it from Outlook directly, we receive the following error:

    Could not create a Zendesk Ticket. Error: "Record validation errors"

    Any idea what could possibly be wrong?

     

  • Avatar
    Brian Pavlovich (Edited )

    Set this up in my own Outlook client; it installed, and I received no errors, but the tickets never arrived in Zendesk.

    I removed it locally and logged into my admin account in 365 and set it up there, but now the add-in isn't available in my client; so I'm not certain the instructions provided apply to on-premise Exchange installations.

    Is it possible my first attempt was valid, but set-up to the wrong subdomain?  I guess I don't see where that get's configured.  (Subdomain != our email domain.)  Also just to confirm, - on first use I didn't get the error message and link to "Set-up Now".

  • @Mika 

    Kindly reply to the support ticket created. We asked a few questions regarding your Outlook account. 

    Thanks.

  • @Jeremy

    This error occurs when you have set certain conditions that has to be fullfilled before a ticket is created in your Zendesk account. You may have some fields that should be required to be filled up before creating a ticket.

    Thanks!

  • Avatar
    Dwight Bussman

    @ Brian

    It looks like there's been a support ticket created to help with this issue. I will follow up with Ian on that ticket to keep an eye on this.

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    Sandra Törmä

    When forwarding a ticket from Outlook to Zendesk with this App, it seems that setting an Assignee agent or group is not possible and ticket is forwarded to default ticket view. Is there are a workaround or a solution to set right the Assignee (group or agent)?

  • Avatar
    Dan B.

    @Sandra

    I see you submitted a ticket to and Chad was able to assist you. Outside of the Outlook integration, we have our Mail API that can be used as a workaround - through the use of syntax tags you can set assignee, group and other fields :) Here's the doc!

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    Sandra Törmä

    Dan, thank you for your response. Mail API is cool, but in practice it doesn't bring much help when we noticed that it is too difficult for normal users to remember the syntax or group names or id's, for instance.

    That's why this Outlook integration could be pure awesomeness if we could have the assignee group / agent added.  We are aiming to move more and more customer discussions from Outlook to Zendesk, and the integration could help us to do it.

     

  • Avatar
    Ian Christopher B. de Jesus

    @Sandra

    Thank you for your feedback. As of the moment, the Outlook integration is very simple. Once we get more data to work on then we can work on enhancing it further.

     

    Thanks!

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    Sandra Törmä

    Thank you, we will look forward to it :)

  • Avatar
    Richard (Edited )

    Installation is very easy. But somehow my users in Office365 need to set up the integration for themselves?

    This cannot be good. When my users try to create a ticket they get the message: "Outlook integration has not been setup. Setup now"

    Whats am I doing wrong?

    As an admin in both Office365 and Zendesk I conpleted the integrations setup and I am able to create a ticket from within my OWA environment.

     

    Richard

  • Avatar
    Ian Christopher B. de Jesus

    Hi Richard,

    Just to confirm.

    Did you install the add-in by going to Admin-Exchange section? Did you ensure that the add-in is made available to all users in your organization and is mandatory?

    Thanks!

  • Avatar
    Christopher Grasso

    We added the add-in through the Exchange Admin Center to our Exchange 2013 server.  We then activated it in the OWA for the 2 users in the organization who need it.  We can see the app correctly in Outlook 2016 and in the OWA, but we are never prompted for credentials to authenticate our Zendesk account (hitting Create ticket does nothing).  Am I missing something?

     

    Thanks,

    Chris

  • Avatar
    Ian Christopher B. de Jesus

    Hi Chris,

    I've created a support ticket for your issue. We'll try to troubleshoot it from there.

    Thanks!

    Ian

  • Avatar
    Jim Ray

    Is there a way to get a plugin for Outlook 2010 (or any other version) to work with hosted Microsoft Exchange as opposed to Office365? Is there a download link I am missing?

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    Ian Christopher B. de Jesus

    Hi Jim,

    Sorry as much as we would like to enable other versions of Outlook to use the add-in, we wont be able to do so. Adding compatibility to each version will add more complexity in maintaining the add-in and may introduce issues.

    Thank you.

  • Avatar
    Jury Snaiperskaya Verrigni (Edited )

    Never mind! Solved

  • Avatar
    Jonathan Cooper

    If the user can just email directly to the helpdesk box what purpose does the addin accomplish?

    An add in for the helpdesk team would be better, accept ticket, close ticket, etc. 

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