Note: This feature is currently not available on Freshdesk Mint.


Office 365 App for Freshdesk enables you to add notes, status, priority, and agent from your Outlook Account (via Outlook Actionable Messages) without logging into Freshdesk. Furthermore, you can also open tickets in Freshdesk right from your Outlook email.  


Feature Availability:


Features

Freshdesk plans

Compatibility

Outlook Actionable Messages

Sprout, Blossom, Garden, Estate, Forest

Office 365 accounts - Actionable Messages will be available in preview for Outlook on the web users with Office 365 mailboxes.
Push to Outlook




Note:
1. Currently, this integration works only for individual office 365 accounts and not for groups, for more details see the Microsoft article

2. You need to make sure that the agent's email Id is updated with the corresponding Outlook email address in Freshdesk and configure required Freshdesk Automation rule(s) to complete this integration.

3. This integration does not require any configuration setup in Outlook. 


Feature Details:


Outlook Actionable Messages: This feature enables you to add public/private note, update ticket information (status, priority & agent information), and open tickets in Freshdesk right from Outlook. 

Push to Outlook: This feature enables you to automatically forward tickets to the corresponding agents Outlook email as per the condition set in the Dispatch’r or Observer rule.


Installation Procedure:


  1. Login to Freshdesk as an administrator.

  2. Go to  Admin > Helpdesk Productivity > Apps.

  3. Click on "Get More Apps". Search and select Office 365.

  4. Click Install.

  5. Once the app is installed, ensure that the Agent's Outlook email Id is updated in Freshdesk.
    Emails with actionable messages will be sent only to the agent who is assigned to the ticket and the agent's email Id in Freshdesk is updated with his/her Outlook email.
  6. Configure the Dispatch’r or Observer rule.
    Once you have configured either one of the above rules, whenever a rule is triggered successfully, that ticket will be forwarded as actionable messages to agent's Outlook email.
    Note: Until you add your agent's outlook email in Freshdesk and configure Dispatch’r or Observer rule, the tickets will not be forwarded to the agent's Outlook account.

Dispatch’r Configuration


Once you enable the Office 365 app, you need to create Dispatch’r rules in order to automatically forward the tickets to your outlook account whenever a new ticket is created in Freshdesk.  You will need to add the agent's outlook email in Freshdesk and ensure that the same agent is assigned to the ticket before proceeding to set up the Dispatch'r rule. 


To know more about Freshdesk Dispatch'r rules, please click here


Create a Dispatch’r rule


The Dispatch’r tries to match all incoming tickets to parameters in a specified set of rules. If there is a parametric match, the rule will be executed. With the Office 365 app enabled, you can now use this feature to make sure that your agents stay updated. Every time a ticket comes in, you can use Dispatch’r to match it to the right parameters and forward the ticket to the corresponding Agent's Outlook account.

The following example shows how to send all incoming ticket notification to the agent’s Outlook Account. The admins can if required set more restrictive rules. Every rule can also be configured to send a custom message which will support dynamic content to provide more information.


When a new ticket is created, Dispatch’r pushes an update to that ticket agent's outlook account. Ensure Push to Outlook is selected as the action, User defined message will be fully qualified with the actual values of the dynamic content that was defined in the rule using placeholder variables.  


Observer Configuration


Once you enable the Office 365 app, you need to create Observer rules in order to automatically forward the tickets to your outlook account whenever a ticket’s property is updated in Freshdesk. You will need to add the agent's outlook email in Freshdesk and ensure that the agent is assigned to the ticket before proceeding to set up the Observer rule. 


To know more about Freshdesk Observer rules, please click here


Create an Observer rule


The Observer responds to configurable event triggers in real time and executes the appropriate rule. You can use the Office 365 app in combination with the Observer to keep the agent in the loop regarding updates to tickets in the helpdesk. The following example shows how to notify the agent whenever a ticket’s priority is updated. 


Whenever the conditions are met, Observer pushes an update to that ticket agent's outlook account. Ensure Push to Outlook is selected as the action, user-defined message will be fully qualified with the actual values of the dynamic content that was defined in the rule using placeholder variables. 


Use Outlook Actionable Messages


With the Outlook Actionable Message feature you can perform the following Freshdesk actions within your Outlook email: 


  • Add Note: You can add a private note through the widget from the Outlook email view. Agents can also add a public note by replying to the ticket email.


  • Update Status: You can update the ticket status without accessing your Freshdesk account. You can also select custom statuses.


  • Update Priority: You can update the ticket priority without accessing your Freshdesk account.


  • Update Agent: You can update agent from the Outlook email.


  • Open Tickets in Freshdesk: You can open the Freshdesk ticket using the View in Freshdesk option.