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Microsoft: Setting up the Zendesk for Microsoft Outlook Integration



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Kristie Sweeney

Zendesk Documentation Team

Edited Feb 01, 2024


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30 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. 

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Hello

Components is it working now?

On my side, I can't install it..

Thanks,

 

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DJ Buenavista Jr.

Zendesk Customer Care

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 |

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@..., any update to @...'s request? We are in need of this fix, as well. 

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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,

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Jason Schaeffer

Zendesk Customer Care

Hello! 
 
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!

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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?

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David Gillespie

Zendesk Product Manager

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

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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?

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Dane

Zendesk Engineering

Hi Sarah,
 
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.

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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. 

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Cheeny Aban

Zendesk Customer Care

Hi Naresh, 

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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Is it possible to use custom fields from default ticket form within outlook integration?

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Audrey Ann Cipriano

Zendesk Customer Care

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!

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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.

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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?

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David Gillespie

Zendesk Product Manager

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

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Not good. The only positive thing is for customers with 1 subdomain that it's easy. But for us, it ruins everything a bit. 

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David Gillespie

Zendesk Product Manager

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

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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. 

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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.

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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. 

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Can I add multiple Microsoft tenants and domains to my Zendesk integration?

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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. 

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Joyce

Zendesk Customer Care

Hi Amy,
 
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.
 
 

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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.  

 

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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.  

 

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David Gillespie

Zendesk Product Manager

Hi Rhonda Green,

Unfortunately you cannot change or add ticket fields to the Zendesk add-in.

Thanks,

David

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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.

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Same but useing 365, any way around?

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