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.
This article covers the following topics:
- 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 Microsoft 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 Microsoft 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 an 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 are 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.
- Complete the ticket information in the right pane, then click the Create Ticket button.
You receive a confirmation message that the ticket was 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 "Set Up 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 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 set up 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.
Why aren't images from my email visible in the Zendesk ticket?
This integration copies body text from your email message into the Zendesk ticket. Inline images do not copy over. However, if you have images attached to your email, they are copied as attachments to the Zendesk ticket.
How many Zendesk accounts can be connected to Outlook?
There is a 1:1 limitation for this integration.
If I have CCs on my email in Outlook, are they added to the Zendesk ticket?
CCs are not supported. The integration does not add CCs from the Outlook email to the Zendesk ticket.
Can I change the ticket fields that appear in the Zendesk add-in?
You cannot change or add ticket fields to the Zendesk add-in.
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.
Components is it working now?
On my side, I can't install it..
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?
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:
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.
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
Is it possible to use custom fields from default ticket form within outlook integration?
Hi Nick, using custom fields is not possible with Outlook integration as of this time. The app only supports the selection of the base ticket info (i.e. type, priority, status) and fills in the remainder based on the email information. Additional information would have to be added after creation.
Apologies for this current limitation, Nick!
I was installing for testing and want to deploy to our whole organization for a quick way to create tickets. I received this message below giving Zendesk access to Read all data and write all data.
Can you clarify on this? Is there data collecting or any data being sent out? I received this response from Zendesk support, but can't get clarification
Microsoft has identified and validated that the Zendesk Support Outlook add-in can read or modify the contents of any item in your mailbox, and create new items. It can access personal information -- such as the body, subject, sender, recipients, or attachments -- in any message or calendar item.
Our company has 4 different Zendesk tenants.
So one of my colleagues added the plugin and got the wrong tenant. He got the one he is enduser in and not agent. Can you only add one tenant per MS domain?
Hi Jonathan Layton,
The integration passes through the data the user has inputted into Outlook and then creates a ticket via API. None of the data it uses to create the ticket is stored or collected within the integration.
Hi Aksel “Foley” Fjetland,
Yes, we only allow a single subdomain to be connected to a single MS tenant.
Not good. The only positive thing is for customers with 1 subdomain that it's easy. But for us, it ruins everything a bit.
Hi Aksel “Foley” Fjetland,
Apologies for the limitation and appreciate your frustration.
So I can capture your feedback for future updates to the product, how many subdomains do you need to integrate?
We're located in 3 countries, in addition does our IT department have its own environment. So, in our case we would love to be able use 4 subdomains on 1 MS Tenant.
Zendesk team, I see several comments about adding multi-account/instance support to this add-in dating back to Feb '22. Where is multi-account/instance support on your roadmap given that you've added multi-brand support in other areas? This is a major blocker for using this at our company which has well over 10 instances (I run two myself).
For a feature request -- the plug-in should tell you against which instance it is configured either during the install or in the sidebar display when activating the add-in.
Is there an Outlook plug-in for Macs? We have 2 agents running Macs as their daily drivers with an M365 account, and they are quiet envious of the rest of the agents who are Windows users.
Can I add multiple Microsoft tenants and domains to my Zendesk integration?
It would be of great use if I could attach an email to an existing ticket.
There are many instances when I have a client or a client's customer start an email chain outside of Zendesk. I have to forward the email to Zendesk and then merge the tickets. It would be nice if I could associate/merge a ticket from Outlook. Otherwise, its use is minimal.
I found this Microsoft article with instructions on how to get add-ins for Outlook for Mac.
Per our Product Managers comment, we only allow a single subdomain to be connected to a single MS tenant.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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