Setting up Zendesk for Outlook - Frequently asked questions
Frequently asked questions
How do I set up the Zendesk for Microsoft Outlook integration?
To set up the Zendesk for Microsoft Outlook integration, you need to install and configure the Zendesk add-in within Outlook. First, open Outlook and click on 'Add apps' in the app finder. Search for 'Zendesk Support for Outlook' and add it to…
What are the requirements for setting up the Zendesk Outlook integration?
To set up the Zendesk Outlook integration, you need to meet certain requirements. You must have Microsoft 365 and the necessary permissions to install Outlook add-ins. Additionally, you need to be a Zendesk administrator. If you're using an…
How can I delete the Zendesk Outlook integration?
Deleting the Zendesk Outlook integration is straightforward. Visit the uninstall page at https://integrations.zendesk.com/integrations/outlook/uninstall, enter your Zendesk subdomain, and click 'delete'. This will remove the integration from your…
Why does the Zendesk add-in still show 'Set Up Now' after setup?
If the Zendesk add-in still shows 'Set Up Now' after completing the setup, try refreshing the add-in. Close the add-in window by clicking on it, then reopen it by clicking again. This refreshes the add-in and should enable you to create a ticket…
Can I change the Zendesk subdomain in the Outlook integration?
Yes, you can change the Zendesk subdomain in the Outlook integration. To do this, go to the uninstall page at https://integrations.zendesk.com/integrations/outlook/uninstall, enter your current Zendesk subdomain, and click 'delete'. Once deleted,…
Why can't I view Zendesk tickets without credentials?
To view Zendesk tickets, you need to have a Zendesk account within your organization. If you are asked to log in when clicking 'View in Zendesk' and don't have credentials, request a Zendesk account from your organization's Zendesk admin. Only…
Why aren't images from my email visible in the Zendesk ticket?
Images from your email may not appear in the Zendesk ticket due to the integration's limitations. The integration copies body text from your email message into the Zendesk ticket, but inline images do not transfer. However, if you have images…
Can I connect multiple Zendesk accounts to Outlook?
The Zendesk for Outlook integration has a 1:1 limitation, meaning only one Zendesk account can be connected to Outlook at a time. This limitation means you cannot connect multiple Zendesk accounts to a single Outlook instance. If you need to…
Are CCs from Outlook emails added to Zendesk tickets?
CCs from Outlook emails are not supported in the Zendesk integration. The integration does not add CCs from the Outlook email to the Zendesk ticket. If you need to include additional recipients, you'll have to manually add them within Zendesk…
Can I change ticket fields in the Zendesk add-in for Outlook?
Currently, you cannot change or add ticket fields in the Zendesk add-in for Outlook. The app only supports the selection of basic ticket information such as type, priority, and status. Any additional information must be added after the ticket is…
Can I integrate Zendesk Sell contacts with Microsoft Exchange?
Zendesk Sell contacts do not sync with Microsoft Exchange through this integration. For integrating Sell and Office 365, external software like Zapier is recommended. This allows for a more streamlined workflow between the two…
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