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 Outlook, then click Add apps in the app finder.
- Type Zendesk to search for the Zendesk Support for Outlook app.
- Click the app name, then click Add. The app is now added to your account.
To configure the Zendesk add-in
- In Outlook, click the View menu, then select View settings > Email > Customize actions.
- Select the Zendesk Support check box. The Zendesk Support icon (
) is added to the email toolbar.
- Select an email to open it, then click the Zendesk Support icon (
) in the toolbar.
- In the Zendesk Support side panel that appears, create a ticket by selecting the Type, Priority, Status and then clicking 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 Zendesk subdomain, click the check box to agree to the terms and conditions, 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 Create ticket.
You receive a confirmation message that the ticket was successfully created in Zendesk.
Deleting the integration
Go to https://integrations.zendesk.com/integrations/outlook/uninstall, 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://integrations.zendesk.com/integrations/outlook/uninstall, 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.
Can I integrate my Zendesk Sell contacts with Microsoft Exchange?
No, contacts do not sync between Zendesk Sell and Microsoft Exchange. We recommend using external software such as Zapier to integrate Sell and Office 365. To learn more about Zapier, see Using Zapier with Sell.
30 comments
Sara Bostwick
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.
2
Denis Menard
Hello
Components is it working now?
On my side, I can't install it..
Thanks,
0
DJ Buenavista Jr.
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 |
1
John Gurley
@..., any update to @...'s request? We are in need of this fix, as well.
0
Federico
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,
0
Jason Schaeffer
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!
0
Maik Künnemann
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?
0
David Gillespie
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
0
Sarah Unsworth
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?
0
Dane
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.
0
Naresh Chevuri
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.
0
Cheeny Aban
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
0
NIck Watkins
Is it possible to use custom fields from default ticket form within outlook integration?
0
Audrey Ann Cipriano
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!
0
Jonathan Layton
Hello,
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
Thanks
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.
0
Aksel “Foley” Fjetland
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?
0
David Gillespie
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.
Thanks,
David Gillespie
-1
Aksel “Foley” Fjetland
Not good. The only positive thing is for customers with 1 subdomain that it's easy. But for us, it ruins everything a bit.
0
David Gillespie
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?
Thanks,
David
0
Aksel “Foley” Fjetland
Hi David.
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.
0
Sarge
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.
0
Amy Morell
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.
0
Ivan Carlos de Almeida
Can I add multiple Microsoft tenants and domains to my Zendesk integration?
0
Jack Harris
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.
0
Joyce
I found this Microsoft article with instructions on how to get add-ins for Outlook for Mac.
Hi Ivan,
Per our Product Managers comment, we only allow a single subdomain to be connected to a single MS tenant.
Hi Jack,
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.
0
Rhonda Green
Previous question for another user: Is it possible to use custom fields from default ticket form within outlook integration?
This would be a very nice feature as we have only one MS Tenant for our organization but multiple brands and forms in Zendesk.
0
Rhonda Green
additionally on the App Details
https://www.zendesk.com/marketplace/apps/support/92096/microsoft-outlook/
the link to Microsoft pricing details does not currently work.
0
David Gillespie
Hi Rhonda Green,
Unfortunately you cannot change or add ticket fields to the Zendesk add-in.
Thanks,
David
0
Eliud Robledo
We had this add-in install in Outlook with on-prem Exchange. Recently , the add-in stopped work. When trying to create a zendesk ticket with the add-in with the Outlook application in windows, we get no error but everything is greyed out. When trying to use it OWA, we get an error" Outlook integration has not been setup." When I clink on the integration link, I get another error, "Sorry, an unexpected error occurred.". Does the add-in now only work with Microsoft 365? Our exchange environment is on-prem only.
0
Darren Silcock
Same but useing 365, any way around?
0