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Jacek Sałacki's Avatar

Jacek Sałacki

Joined Mar 28, 2024

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Last activity Feb 21, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Jacek Sałacki

Jacek Sałacki commented,

Community commentZendesk EAP - Exchange Connector

Ian Hawkins, thanks for your questions. 

1. Managing connectors through API -  such functionality is not on our roadmap at this moment. However, your comment will help us to decide about future of Exchange Connector. 

2.  Exchange Connector will pickup all unread emails that are available in the main inbox of your email address. So, cleanup depends on your configuration (i.e. what you are doing with an email after it is forwarded). While Zendesk has a mechanism to prevent duplication of tickets it may not always work 100% due to complexity of email protocols. 

View comment · Posted Feb 21, 2025 · Jacek Sałacki

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Jacek Sałacki commented,

Community commentZendesk EAP - Exchange Connector

Ian Hawkins , thanks for your comment.

At this moment the best approach is to convert shared mailbox into regular user account or generate credentials for shared mailbox. And use this account or credentials to connect Zendesk with mailbox. 

In fact this approach is more robust, because such connection is not dependent on any personal account credentials. 

View comment · Edited Feb 05, 2025 · Jacek Sałacki

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Jacek Sałacki commented,

CommentSetting up your email channel

Christopher Spitler thanks for that comment. 

We are not preventing any type of mailboxes to connect using Exchange Connector, until one can log-in using as a user associated with that mailbox. For shared mailboxes it means that you would need to create credentials for this mailbox and use those credentials while creating connection. 

View comment · Posted Jan 24, 2025 · Jacek Sałacki

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Jacek Sałacki commented,

CommentSetting up your email channel

Shaun Murray 

connections are set up per each email address separately. So, you may have, for example

support@yourdomain.com configured with forwarding method 

billing@yourdomain.com  configured using Exchange Connector. 

 

When it comes to MFA, it is transparent for us. Exchange Connector uses OAuth to get authorisation to access Exchange mailboxes. 

View comment · Posted Jan 10, 2025 · Jacek Sałacki

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Jacek Sałacki commented,

Community commentZendesk EAP - Exchange Connector

Can you give an indication of when this will move from EAP to production? 

At this moment we are not able to share any exact date. However this functionality is under heavy testing and developing, we should be able to share more information soon.  

View comment · Posted Jan 07, 2025 · Jacek Sałacki

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Jacek Sałacki commented,

Community commentZendesk EAP - Exchange Connector

Curtis Morissette thanks for your comment. Shared mailboxes are important topic for us while building Exchange Connector. To address that well we would like to learn about specific use cases and scenarios related to shared mailboxes and other functionalities related to Exchange Servers. Let me move our discussion to private channel, I'll reach to you through email. 

View comment · Posted Dec 18, 2024 · Jacek Sałacki

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Jacek Sałacki commented,

Community commentZendesk EAP - Exchange Connector

Hi Willem Auret 

We are still interested in discussing that case. I just reached to you through email, let's move our further discussion to that channel . 

View comment · Posted Dec 16, 2024 · Jacek Sałacki

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Jacek Sałacki commented,

Community comment Q&A - Sales CRM (Sell)

Firehose API is ment to be used as a continuous stream of data from Sell in near real-time. What you are looking for is Sell Core API

View comment · Posted Nov 05, 2024 · Jacek Sałacki

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Jacek Sałacki commented,

Community comment Q&A - Sales CRM (Sell)

Firehose API retains data from last 72 hours. If you try to access position from 4 or 5 days ago it is gone. This indicates 410 HTTP error code. 

View comment · Posted Nov 05, 2024 · Jacek Sałacki

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Jacek Sałacki created an article,

ArticleUsing email
Note: The features described in this article are currently available in an early access program (EAP). To learn more, see the Exchange Connector EAP community page. You can sign up for the EAP here.

The Microsoft Exchange Connector allows you to integrate your non-Zendesk email servers, based on Microsoft Exchange, directly into your Zendesk Support instance. This is ideal for Microsoft customers looking to connect their online Microsoft 365 or Exchange servers and leverage their Exchange/Outlook workflows.

The main advantage of this solution is that it allows you to send and receive email traffic to and from your customers using your domain’s email services, while ensuring encrypted and secure relays to and from Zendesk.

Microsoft Exchange is the server powering all Microsoft email products, including Microsoft 365. Therefore, the Zendesk Microsoft Exchange Connector is compatible with the online version of all Microsoft email products. The connector is incompatible with Exchange Server on-premise. In this situation, the Authenticated SMTP Connector may be a better option.

This article includes the following topics:

About the Exchange Connector

Using an Exchange API, the Microsoft Exchange Connector allows you to fetch email from an Exchange inbox and automatically convert email messages to tickets. The API is also leveraged to deliver outbound email from Zendesk to your Exchange mailbox.

Figure 1: Email flow with the Microsoft Exchange Connector

Zendesk Support frequently checks for new email in your Exchange inbox. Only new, unread email messages in the inbox will be converted into tickets. Ticket notifications will be sent from your Microsoft email address.

Considerations

  • CCs and followers must be turned on in your account.
  • We recommend testing this feature in your Zendesk sandbox environment before using it in production.

Important information about email headers

Email headers, (such as To, From, CC, and Reply-To) contain important data and metadata about an email message.

Your administrator may want to change email headers for several reasons. However, it’s important to note that some header fields should never be altered since they are critical for ensuring the correct delivery and integrity of the message. Changing standard headers at the account's email domain before outbound sending is not supported. Any issues that emerge as a result of this should be investigated and corrected at the external domain.

The below headers should persist throughout the outbound relay process:

Auto-Submitted: auto-generated
X-Auto-Response-Suppress: All
X-Mailer: Zendesk Mailer
X-Zendesk-From-Account-Id: ******
X-Zendesk-Email-Id: ************************

Changing your email header fields doesn’t change how Zendesk works; it only changes how you send your outbound messages and how you might receive responses. The relationships between the requester, agents, and CCs in the email and subsequent ticket should not change.

The Exchange Connector doesn't give you the ability to send email on behalf of your Zendesk system support addresses (example: support@yoursubdomain.zendesk.com).

Connecting your Microsoft Exchange account

You must be a Zendesk administrator to connect your Exchange account to Zendesk.

When you connect to your Exchange account, make sure you sign in to the Exchange account you want to connect to. If you sign in to a different Exchange account in the same browser as your instance of Zendesk Support, you will connect to the wrong account.

To connect to your Microsoft Exchange account

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. In the Support addresses section, click Add address, then click Connect external address.
  3. Select Microsoft Exchange Connector.
  4. Click Continue to Microsoft.

    You will be redirected to Microsoft.
  5. Click Accept to approve access to that email account.
    You may need to sign in to Microsoft using your account credentials for that email address.
  6. Click Accept, then click Done.

Your Zendesk instance is now connected to your Microsoft account. If you want to connect to multiple accounts, repeat these steps.

 

Edited Oct 31, 2024 · Jacek Sałacki

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