Feature Request: Develop a Customizable Outlook Add-In Downloadable from Help Centers

Summary: We request the development of a new Outlook add-in that can be published on our help centers. This add-in would allow end-users to install a version that matches the branding of the help center they downloaded it from. It would enable users to create new tickets, link emails to tickets, and view existing tickets, enhancing their support experience.

Description: The proposed Outlook add-in would provide the following functionalities:

1. Custom Branding:
   • The add-in should match the branding of the help center from which it was downloaded, ensuring a consistent user experience.
2. Create New Tickets:
   • Users can create new tickets from scratch by selecting the appropriate form.
   • The add-in will guide users through the form, ensuring all necessary information is captured.
3. Create Tickets from Emails:
   • Users can create tickets directly from their Outlook email client.
   • The email content will be included as a public comment on the ticket, along with any attachments.
4. View Existing Tickets:
   • Users can view their existing tickets within the add-in, similar to how they would on the help center.
   • This feature will provide transparency and easy access to ticket status and updates.
5. Compatibility with Other Email Clients:
   • Consideration should be given to making versions of the add-in compatible with other email clients, such as Gmail, to cater to a broader user base.

Use Case: Our end-users often need to create support tickets based on emails they receive. Currently, they must manually attach it, copy and paste email content into the help centre or forward it to a support email address, which is time-consuming and prone to errors. Forwarding emails also prevents them from being able to complete the correct form and be prompted for critical information. By providing an Outlook add-in that integrates with their email client, users can create tickets more efficiently and ensure all relevant information is included.

Community Feedback: This feature request addresses a common need among our users for a more streamlined and integrated support experience. Enhancing the add-in to include these functionalities will improve user satisfaction and support efficiency.

Conclusion: Developing a customizable Outlook add-in that allows users to create and manage tickets directly from their email client, and is downloadable from the help center, will significantly enhance the support experience. We strongly urge Zendesk to consider this feature request to better support its user base.