Outlook forward to ZenDesk add-in
Outlook Add-in Forward to Zendesk
Link to open source code:
https://github.com/dbr2hb/Outlook-to-Zendesk
Note: currently this is windows only.
For those that have tried using the Outlook to Zendesk case creation add-in know it’s limitations:
1. You cannot send inline images
2. Web outlook add-ins will not work for a shared inbox, (like a support inbox).
To work around this Zendesk does provide the ability to Forward an email and place some mail api code in it, which allows you to set the original sender as the ticket requester as noted here:
https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address#topic_jfs_cwr_2k (you can also forward if the subject has the fwd or fwd, but using the mail api eliminates the need for this)
This add-in builds on prior VB macro tips and code out there like this one from Andrew Bray:
Basically it does a one click forward email to your support email address with the original sender. Assuming you properly have zendesk setup to assign forwarded tickets it will create a ticket with the original sender as the requester.
Enable Email forwarding under Admin > Settings > Agents
I’ve taken it a step further and created an installable program you can distribute to all users vs having to copy and paste a macro into each users outlook.
Before you start you'll need Visual Studio 2017. Make sure to also shut down your outlook client.
Open the .sln program. In the visual basic code make sure to put in your correct zendesk email address. Make sure to do a "clean" of the code first. You should be able to start the code in debug mode and run it. It'll open up outlook and the add-in will show the on your ribbon.
You will need to install your own signed certificate to distribute the code to your team.
Included in this package is a user install document as well that you can edit and give you a better idea of what the add-in does.
Please ping me or add an issue to the list on GitHub to fix for any problems or leave a comment here. Also if you'd like to contribute please put in a pull request. Thanks.
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David, another good one. Thanks for sharing this!
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Thank you David, this has been very helpful over the years.
The installation process is currently not working:
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Hello Mark! Could you let us know exactly what isn't working so we can address it accordingly?
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When I try to install, I get the following error:
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Hi Mark,
This error is on Office 365's end. We recommend that you get in touch with Microsoft support team and raise this issue for further resolution.
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It used to work for me. A user in our org was having trouble installing, so I uninstalled in order to screenshot step-by-step instructions and this happened.
This installation works for exactly nobody. If this is your final answer, it would mean that you no longer support the Outlook plugin and you may want to remove any reference of it on your website. Zendesk advertises “Zendesk now integrates with Outlook.” https://www.zendesk.com/outlook/.
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Hi Mark,
Can you try and install it manually following these instructions:
You can install the Zendesk outlook integration as a custom add-in. To do this go to an email and select the … and select Get Add-ins.
Select My add-ins and scroll down to Custom Add-ins and select Add from URL
Type in: https://outlook.zendesk-integrations.com/manifest
Press ok and it will install the add-in
Then you will see an add-in installed/deployed message.
Phoebe Morin | Senior Customer Advocate | support@zendesk.com
NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com -
Phoebe -
Thank you, that worked!
Much appreciated!
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