Microsoft: Setting up Zendesk for Microsoft Outlook Groups Integration

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14 Comments

  • Wouter van Gessel
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    We tried this feature. But we don't see the benifit over CC'ing our Salesteam (light agent)? 

    • When we CC a sales person, they can easily reply to the ticket, which becomes a yellow internal comment

    We don't really want to send a ticket to more than one person, as this gets no reply. So I guess Office 365 groups is not a function for us then?

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  • Ian Christopher B. de Jesus
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    Hi Wouter,

    The integration is meant to share tickets to a team inside Office 365 groups. You are right, the cc feature is would be the best choice in your use case.

    Thanks!

    Ian

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  • Edwin Schukking
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    We moved to using Microsoft Teams (an liking it so far) instead of the Outlook Groups. When we add the Zendesk connector to an MSTEAM channel, then the tickets are received in the Outlook Group instead of in the TEAM channel.

    Will there be an update of the integration, which will display the escalated ticket in Microsoft Teams (as well)?

    Thanks,

    Edwin

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  • Comment actions Permalink

    Hi Edwin,

    I will check with Microsoft if they have plans to update the connector. They developed the Outlook Group connector.

    Thanks!

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  • Jose Aguilar
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    How could I reply back to the ticket from groups conversation?

    I see in some examples a button Reply to Ticket, but in none of my testing I can get it.

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  • Ian Christopher B. de Jesus
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    Hi Jose,

    There should be a button that says "Add Internal Note" that allows you to reply to the ticket internally. Public reply is not yet included in this connector.

    Thanks!

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  • Jose Aguilar
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    Hi Ian,

    I never get that button, just the "View in Zendesk" button, am I doing something wrong?

     

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  • Ian Christopher B. de Jesus
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    Hi Jose,

    Looks like an issue. Let me create a Support ticket and troubleshoot your problem from there.

     

    Thanks!

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  • Gita Faust
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    Hello Team,

    We use 365 and have a catchall account. I have spend over 10 hours on setting this up. Hoping you can help us.

    365 receives all emails under catchall. We have only one paid user.

    We want all support email to be send to Zendesk support email.

    • When 365 forwards to Zendesk, the recipients name shows as support.
    • 365 cannot redirect as it Zendesk email is not owned by us.

    Appreciate any help you can give us.

    Thanks. Gita

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  • Jessie Schutz
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    Hi Gita! Welcome to the Community!

    Do you have that 365 email address set up as a Support address in your Zendesk? If that's set up properly the requester should always be the original sender of the email.

    If you have the email address set up in Zendesk properly and it's still not coming through correctly, let us know and we'll see what else we can figure out!

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  • Thomas Sparrow
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    Jose - did you get anywhere with your support ticket that Ian created for you?

    I have exactly the same issue and reached out to support but told this is out of scope for Zendesk support.

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  • Alinea Avi
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    I somehow cant see the option of answering a ticket from o365 group as private note, is it still there?

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  • Molly
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    Hi Alinea,

    I'd like to get some more information regarding what you're seeing. I'm going to follow up with a ticket. Stay tuned!

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  • Thomas Sparrow
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    @Alinea Avi - i had a support ticket created for this and was informed

    "It looks like there is an issue on our end. Our developers are looking into this at the moment, and I'll let you know as soon as we have an update!"

    This was back in Nov 2017 so interested to hear what update you receive

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