How to integrate Outlook with Zendesk to create a ticket in Zendesk when a specific email is received in Outlook

By integrating Outlook and Zendesk, you can automate the process from receiving emails to customer support, significantly improving operational efficiency. This article explains how to automatically create a ticket in Zendesk when a specific email is received in Outlook. We will detail the steps for improving operational efficiency and customer satisfaction.

Recommended for

Those who use both Outlook and Zendesk
Those who find information integration between Outlook and Zendesk cumbersome
Customer support department personnel seeking to speed up and streamline customer response
Those who want to efficiently integrate and manage multiple customer inquiry channels
Corporate personnel looking to automate email-based manual tasks to improve operational efficiency

Benefits and Examples of Integrating Outlook and Zendesk

Benefit 1: Improved Customer Satisfaction through Quick Response

Automatically creating a ticket in Zendesk when a specific email is received prevents missed responses and enables quick replies. For example, if a product trouble report email is received, a ticket is immediately created and the responsible person is notified, reducing the time to resolve the issue. This allows customers to receive smooth service without feeling the stress of waiting, thus improving satisfaction.

Benefit 2: Improvement in Internal Work Efficiency

Automating the process of manually checking emails and transcribing content into Zendesk can significantly reduce work time. For instance, if an order change or cancellation request is sent via email, the system automatically transfers the content to Zendesk, freeing employees from tedious manual tasks. This efficiency allows the team to focus on other important tasks.

Benefit 3: Centralized Management of Customer Interaction History

Using Zendesk, you can centrally manage past interactions and response histories of specific customers. For example, if a customer who had a previous issue contacts you again, you can instantly check their history and respond appropriately. This enables personalized responses tailored to customer needs, leading to the provision of high-quality service.

Now, let's explain how to use the no-code tool Yoom to create a ticket in Zendesk when a specific email is received in Outlook.

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How to Summarize Content Added to Outlook in Zendesk

It is possible to achieve this by receiving the registration of records in the Outlook database using Outlook's API and creating ticket data registered in Outlook in a specified channel of Zendesk using Zendesk's API. Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily realized without programming knowledge.

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This flow will be created in four main processes:
・Register Outlook and Zendesk as My Apps
・Copy the template
・Set the Outlook trigger as the starting point of the flow, followed by the Zendesk operation settings
・Turn on the trigger button and check the integration operation between Outlook and Zendesk

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Step 1: Connect Outlook and Zendesk with My Apps

First, register Outlook with My Apps.

Click on "My Apps" and select "New Connection" on the right side of the screen.

The following screen will appear, so click on the Microsoft365 account linked to the Outlook you want to connect this time.

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Enter your account password on the password entry screen and click Sign In.

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Next, register Zendesk with My Apps.

Just like with Outlook, click on "My Apps" and select "New Connection" on the right side of the screen.

Enter Zendesk in the search box and click on the displayed suggestion.

The screen shown in the image below will appear, so proceed with entering the information according to the content.
For more details about the AP token, please check here.

If Outlook and Zendesk are displayed in My Apps, the registration is complete.

Step 2: Copy the Template

To set up automation, click "Try it" on the banner below.

Read the screen display below and click "OK".

Step 3: Set the Outlook trigger that initiates the flow and the subsequent Zendesk operation settings

A screen like the image below will be displayed, click on the area within the red frame.
On the screen for selecting the linked account and action, verify that the account to be linked this time is correct, and click "Next".

A screen like the image below will be displayed, proceed with the input according to the content.

・Trigger activation interval: You can select from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
・Mail Folder ID: You can select from the mail folders within the linked Outlook account.
・Keyword: Set the subject keyword that will trigger the creation of a ticket. (Example: Important)

After completing the input, run the test, and after confirming the test is successful, click "Save".

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Next, set up the Zendesk action.
Click on the area within the red frame in the image below.
On the screen for selecting the linked account and action, verify that the Zendesk account to be linked this time is correct, and click "Next".

The API connection settings screen will be displayed.

There are notes at the bottom of the input fields, so check them while entering the information.
After completing the input, conduct a test, and after confirming the test is successful, click "Save".

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Step 4: Turn on the trigger button and verify the integration operation between Outlook and Zendesk

Finally, click "Turn on Trigger" to complete the automation setup.
Check to ensure the flow bot starts correctly.

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① Create a Zoom meeting when an appointment is registered in Outlook

This is a flow to create a Zoom meeting when an appointment is registered in Outlook. By using this template, you can automate the creation of Zoom meetings when a meeting scheduled to be held on Zoom is registered in the Outlook calendar. This reduces the effort required for confirmation and creation, and helps avoid the risk of input errors or omissions in registration.

② Register information submitted via Google Forms in Zendesk

This flow registers information submitted via Google Forms in Zendesk. By using this flow, you can automatically add responses from Google Forms to Zendesk, allowing for seamless task addition.

③ Add a comment to a Zendesk ticket when a kintone record is updated

This is a flow to add a comment to a Zendesk ticket when a kintone record is updated. By using this template, you can add comments from kintone to ongoing Zendesk tickets in real-time, which is expected to improve the efficiency of information sharing.

Summary

By integrating Outlook and Zendesk, you can automate the process from receiving emails to customer support, significantly improving operational efficiency. There are many benefits, such as enhancing customer satisfaction through quick responses, improving internal work efficiency, and centralized management of customer support history. By following the steps in this article, anyone can easily achieve this integration and streamline their operations.
Yoom's app integration can be easily implemented without programming. Take this opportunity to experience operational efficiency through automation.