Feature Request: Enhance Zendesk App/Add-on for Outlook to Link Emails to Existing Tickets

Summary: We request an enhancement to the Zendesk App/Add-on for the Outlook email client to allow users to link emails to existing tickets. This functionality will improve user efficiency, enhance agents' ability to resolve tickets promptly, and ensure transparency of data and communications.

Description: Currently, the Zendesk App/Add-on for Outlook only allows users to create new tickets from emails. However, there are many instances where it is necessary to link incoming emails to existing tickets. This feature is crucial for maintaining a comprehensive and organized record of all communications related to a ticket.

Proposed Solution:

• Link Emails to Existing Tickets: Add functionality to the Zendesk App/Add-on for Outlook that allows users to search for and select existing tickets to link incoming emails. This can be implemented through a search bar or a dropdown menu within the add-on interface.
• User Interface Enhancements: Include an intuitive and user-friendly interface that guides users through the process of linking emails to existing tickets. This could involve a simple "Link to Existing Ticket" button and a search function to find the relevant ticket.
• Example of Best Practice: The Dynamics 365 Add-in for Outlook provides a similar feature, allowing users to associate emails with existing records. Implementing a comparable functionality in the Zendesk App/Add-on for Outlook would greatly benefit users.

Use Case: Our organization frequently receives follow-up emails related to ongoing support tickets. Currently, agents must manually copy and paste email content into existing tickets, which is time-consuming and prone to errors. By enabling the ability to link emails directly to existing tickets, agents can work more efficiently and ensure that all relevant communications are accurately recorded.

Community Feedback: This feature request addresses a common need among Zendesk users who rely on the Outlook email client for managing support tickets. Enhancing the add-on to include this functionality will streamline workflows and improve overall productivity.

Conclusion: Implementing the ability to link emails to existing tickets in the Zendesk App/Add-on for Outlook will significantly enhance user efficiency, improve ticket resolution times, and ensure transparency of data and communications. We strongly urge Zendesk to consider this feature request to better support its user base.