The Outlook integration allows Outlook users with or without a Zendesk account to copy email contents to a new ticket in Zendesk without leaving the Outlook application.
In this article, we discuss:
- Requirements for setting up the integration
- Installing and configuring the integration
- Deleting the integration
- Frequently asked questions
Requirements for setting up the integration
The integration setup should be done in the Exchange Center admin by the administrator of your Microsoft organization, to ensure that any tickets created are sent to the correct Zendesk subdomain for your organization. Additionally, to set up the integration, you must:
- Have an Office 365
- Have permissions to install Outlook add-ins.
- Be a Zendesk administrator.
- *If you are using an on-premise exchange server, please consult with Microsoft support to configure the server to ensure that the add-in will work
Installing and configuring the integration
Before you can use the Outlook integration, you must perform the following tasks:
- Install the Zendesk add-in to Outlook.
- Configure the Zendesk add-in.
- Set up the integration.
To install the Zendesk add-in
- Open Office 365, and click on the Admin panel.
- In the left sidebar menu, select Admin and click Exchange.
- In the Organization section, click on add-ins.
- Click on the plus symbol and select Add from the Office Store.
- Click on Zendesk to select the add-in, then click Add.
- Return to the add-in list and double-click Zendesk Add-in.
This installs the Zendesk add-in from the Microsoft Store.
To configure the Zendesk add-in
- Open Outlook and select an email.
- Click the Zendesk add-in.
- Make sure the following options are selected:
- Make this add-in available to users in your organization
- Mandatory, always enabled. Users can't disable this add-in
- Go to your Outlook desktop application and click the Zendesk button on the upper-right part of the screen.
- Click Create Ticket.
You should see and error message with a link to set up the integration
To set up the integration
- In the error message described above, click the Set Up Now link. You will be redirected to the integration setup page.
- Enter your subdomain, then click Authorize.
- Complete the setup and return to Outlook
- Close the add-in and reopen it again
- Click the Create Ticket Button. You should see that a ticket is successfully created in Zendesk
Deleting the integration
Go to https://outlook.zendesk-integrations.com/account, enter your Zendesk subdomain and click delete.
Frequently Asked Questions
I successfully completed the integration setup but it still shows setup now in the add-in window?
Close the add-in window by clicking on the add-in and reopen it by clicking it again. This will refresh the add-in and will enable you to create a ticket successfully.
The add-in is integrated with the wrong Zendesk subdomain. How can I change it?
Go to https://outlook.zendesk-integrations.com/account, enter your Zendesk subdomain and click delete. Once deleted, you can setup the integration again with the new subdomain
When I click "View in Zendesk" I’m asked to log in but I don’t have credentials. How can I view the ticket in Zendesk?
Only employees in your organization with a Zendesk account can view tickets inside Zendesk. Request a Zendesk account from your organization’s Zendesk admin to view the ticket inside Zendesk.
How many Zendesk accounts can be connected to Outlook?
There is a 1:1 limitation for this integration.
12 Comments
The add-in used to work. Recently it stopped working because the digital signature is not valid. This was an important tool for our agents because we do not allow users to email tickets to our support group. Very sad to see this is no longer available.
Hello
Components is it working now?
On my side, I can't install it..
Thanks,
Hi Denis,
Thank you for reaching out to Zendesk Support.
In regards to your concern, unfortunately at the moment, this is something that our dev team is still trying to fix.
I have linked this issue to the incident ticket and you'll be receiving an update once this issue has been fixed.
Thank you for your patience, and have a wonderful day ahead!
DJ Buenavista Jr. |
Customer Advocacy Specialist |
@..., any update to @...'s request? We are in need of this fix, as well.
Hello, we are trying to install the add-in and we are getting the same error
"This Office Store app can't be installed because it doesn't have a valid digital signature."
How do we proceed?
Thank you,
This is currently a known issue and our Developers are working on a fix. You can follow the updates for this in the existing thread on the issue:
https://support.zendesk.com/hc/en-us/community/posts/4409217160474-Update-Outlook-Add-In-application-to-fix-installation-error
Thanks!
Our company has 2 Zendesk instances - is it possible to use this Add-In in a way to select where the ticket should be created?
Hi Maik Künnemann,
Thanks for the feedback! This isn't possible in the current integration but I've captured your feedback and will add it to the backlog for the product.
Thanks,
David
Will we be able to add the ZenDesk integration to Outlook365 if we already have a HubSpot integration in use with Outlook in other parts of my organisation?
Zendesk and Hubspot are two different platforms. There should not be any issue integrating both at the same time. However, email communication can be affected if proper workflow will not be established. Personally, I would recommend just to use the Zendesk and Hubspot integration for the workflow to be more streamlined.
I have added Zendesk in outlook but not getting an error to do the integration part.
How can I add my subdomain name? there are no other settings available for me to do it.
If I create a ticket with that option no changes just like the option is invisible. Again I need to select another email to get that Create ticket option.
Could you verify if you meet the requirements to install Outlook integration? If yes, make sure that the installation has been set up properly, and if the issue still persists, you may initiate a conversation with our Support Team so we can further investigate
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