App for office 365 mail how to#
App for office 365 mail update#

Whenever the conditions are met, this automation pushes an update to that ticket agent's outlook account.

App for office 365 mail how to#

The following example shows how to notify the agent whenever a ticket’s priority is updated. You can use the Office 365 app in combination with this automation to keep the agent in the loop regarding updates to tickets in the helpdesk. This automations responds to configurable event triggers in real time and executes the corresponding actions. Setting up an automation rule to run on ticket updates To know more about this automation rule, please click here. 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 this rule.

Once you enable the Office 365 app, you need to create an automation rule in order to automatically forward the tickets to your outlook account whenever a ticket’s property is updated in Freshdesk. 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.Īutomation rule that runs on any updates made to a ticket When a new ticket is created, this rule pushes an update to that ticket's agent's outlook account.

Every rule can also be configured to send a custom message which will support dynamic content to provide more information. The admins can if required set more restrictive rules. The following example shows how to send all incoming ticket notification to the agent’s Outlook Account. Every time a ticket comes in, you can use this rule to match it to the right parameters and forward the ticket to the corresponding Agent's Outlook account. With the Office 365 app enabled, you can now use this feature to make sure that your agents stay updated. If there is a parametric match, the rule will be executed. The automation rule that runs on ticket creation runs on all incoming tickets and executes specified actions whenever the predefined conditions matches a ticket. Setting up an automation rule to run on ticket creation To know more about this automation, please click here. 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 this rule. Once you enable the Office 365 app, you need to create these automation rules in order to automatically forward the tickets to your outlook account whenever a new ticket is created in Freshdesk. Note: Until you add your agent's outlook email in Freshdesk and configure an automation rule to run on ticket creation or any updates made to a ticket rule, the tickets will not be forwarded to the agent's Outlook account. 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. Configure automation rules to run on ticket creation or any updates made to a ticket.Once the app is installed, ensure that the Agent's Outlook email Id is updated in Freshdesk.Įmails 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.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.Ĭlick on ' Get More Apps'.

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. This integration does not require any configuration setup in Outlook. 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.ģ. Currently, this integration works only for individual office 365 accounts and not for groups, for more details see the Microsoft article.Ģ. Office 365 accounts - Actionable Messages will be available in preview for Outlook on the web users with Office 365 mailboxes.ġ. Furthermore, you can also open tickets in Freshdesk right from your Outlook email. Office 365 App for Freshdesk enables you to add notes, priority, and agent from your Outlook Account (via Outlook Actionable Messages) without logging into Freshdesk. We assure you that this change will not impact your product experience, and no action is required on your part. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans. We have recently refreshed our branding across our offerings and changed the names of our pricing plans.