Microsoft: Setting up Zendesk for Microsoft Outlook Integration

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  • 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. 

  • Denis Menard PRO


    Components is it working now?

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



  • 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 |

  • John Gurley

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

  • 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,

  • Jason Schaeffer
    Zendesk Customer Care
    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:

  • 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?

  • 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.



  • 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?

  • 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.
  • 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. 

  • 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
  • NIck Watkins

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

  • 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!

  • Jonathan Layton


    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.


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