Setting up Zendesk for Microsoft Outlook Groups Integration Follow

Comments

10 comments

  • Avatar
    Wouter van Gessel

    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?

  • Avatar
    Ian Christopher B. de Jesus

    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

  • Avatar
    Edwin Schukking

    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

  • Hi Edwin,

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

    Thanks!

  • Avatar
    Jose Aguilar

    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.

  • Avatar
    Ian Christopher B. de Jesus

     

     

     

     

     

    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!

  • Avatar
    Jose Aguilar

    Hi Ian,

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

     

  • Avatar
    Ian Christopher B. de Jesus

    Hi Jose,

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

     

    Thanks!

  • Avatar
    Gita Faust

    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

  • Avatar
    Jessie Schutz

    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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