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Outlook Integration Limitation

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  • March 22, 2021
  • 3 replies
  • 17 views
J

Hello,

The designed integration with ZenDesk and Outlook is very limited. It is great that there is an ability to integrate the two, but it would be nice if there can be further development to expand on its feature as it only does a handful of actions at the moment. 

Currently it only creates a ticket by copying the contents of the email and creating that ticket in Zendesk with the selected options of  Type, Priority, or Status. It would be nice if it had the option to select the group you want to have the created assigned to and if one is utilizing a form based solution, to be able to select the form that one would like to apply with the outlook integration. 

    3 replies

    C
    • Charles11
    • June 21, 2023

    More options would be good. Currently, tickets get assigned to the default brand. Our work-around is to have the agent forward the email to a brand's address. Having the option to assign to a group would work. We have agents that work in only one brand. It would be nice if we could default the Outlook App generated tickets to their brand. 

    Patrick60
    • Patrick60
    • February 15, 2024

    I'd really like to be able to track all replies to a thread within a ticket. Some of our customers don't look at the replies from Zendesk or filter them out all together. sending an email from outlook and choosing the ticket it is pertinent to would go a long way to ensuring conversations are documented correctly.

    David97
    • David97Employee
    • Employee
    • February 16, 2024

    Hi @joseph75, @charles11 & @patrick60,

    Big thank you for your feedback and also apologies for the delayed response! 

    The Outlook integration isn't in active development at the moment but I've captured this feedback against so we can incorporate it when we next work on the product.

    Thanks,

    David

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