Using Microsoft Outlook actions in action flows

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By connecting the
action builder
to external systems, such as Microsoft
Outlook, admins can integrate Zendesk with external systems in automated
workflows,
improving collaboration and maintaining a seamless experience across multiple
platforms.

Note: The steps associated with external
systems in action flows are
referred to collectively as external actions.



This article contains the following topics:


Connecting Microsoft Outlook to action builder


Using Microsoft Outlook actions in action flows


Recipe: Email Sales team when a ticket is identified as a new prospect opportunity





Connecting Microsoft Outlook to action builder


Before you can include external actions in your action flows, you must
connect the
action builder to the external system.


When connecting to external systems for use in action flows, the following
best practices are recommended:


All external actions performed by an action flow are attributed
to the user who connected the
external system. Therefore, it's a best practice to use a dedicated
service
account rather than personal credentials when connecting to each
external
system.


All integrations request access to necessary scopes. However,
it's important that you review and validate the scopes before
authorizing the connection to the external system.


When managing credentials for API key-based tools, such as OpenAI,
it's best to store keys in a secure vault or credential manager.




To connect Microsoft Outlook to action builder


In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.


Create
or
edit
an action flow.

Open the step sidebar.

Under External actions, click
Microsoft Outlook.


Click Connect.


Use Microsoft to authenticate the account.

Ensure the account used for
authentication has the necessary permissions to send and
read emails.
The following scopes are required:
Mail.Send and
Mail.Read,
Mail.ReadWrite.


Note: All external actions
performed
by an action flow are attributed to the user who connected
the external
system. Therefore, it is a best practice to use a dedicated
service
account rather than personal credentials when connecting
to each
external system.





After you've connected to the system, you'll see an indicator that it's
connected and
details about the instance you're connected to, as well as the actions
available for
Microsoft Outlook.




Using Microsoft Outlook actions in action flows


Microsoft Outlook action steps can be used to send, reply to, forward,
and search for
emails in Microsoft Outlook. These steps use the
Microsoft Graph API
to provide secure and reliable email
automation, streamlining communication, reducing manual email handling,
and
improving response times.


The following Outlook actions are available:


Search for email


Forward email


Reply to email


Send email





Searching for an email


Use the Search for email action to retrieve
an email based on the email's
subject or sender details for further use in the action flow.

This action has the following inputs and outputs:










Variables




Inputs

sender's email,
subject



Output

body,
categories,
change_key,
conversation_id,
conversation_index,
created_datetime,
from_address,
from_name,
has_attachments,
id,
internet_message_id,
is_delivery_receipt_requested,
is_draft,
is_read,
is_read_receipt_requested,
last_modified_datetime,
parent_folder_id,
received_datetime,
replyTo_address,
replyTo_name,
sent_datetime,
subject,
web_link









Fowarding an email


Use the Forward email action to forward an
existing email to a specified
recipient.

This action has the following inputs and outputs:










Variables




Inputs

email ID (identifying
the message you're
forwarding), recipient emails,
comment



Output
none








Replying to an email


Use the Reply to email action to send a reply
to an existing email using
the email ID.

This action has the following inputs and outputs:










Variables




Inputs

email ID (identifying
the message you're
replying to), comment,
additional
recipients,
CC emails,
BCC emails



Output
none








Sending an email


Use the Send email action to send a new email
to a specified recipient
with the defined subject and body.

This action has the following inputs and outputs:










Variables




Inputs

recipient's email,
subject,
body,
type,
CC emails,
BCC emails,
save to sent
items



Output
none










Recipe: Email Sales team when a ticket is identified as a new prospect opportunity



The following example action flow automatically sends an email to the
Sales team
through Microsoft Outlook when a Zendesk ticket is determined to be a
new prospect
opportunity. This ensures prompt follow-up by the Sales team, who doesn't
work
directly with Zendesk tickets.


Such an action flow would consist of the following steps:


Add an action flow trigger with the following details:


Click Add trigger.


In the step sidebar, under Zendesk,
click
Tickets.


Click Properties and select
Ticket tags changed.


Click Add condition.


Under Variable, click
Ticket tags changed and
select
Tags (added).


Set the Operator to
Contains at least 1 of.


Under Value, enter
sales_prospect.




Add a step to look up ticket details:


In the action builder, beneath the action flow trigger,
click the
Add step icon ( ).


In the step sidebar, under
Zendesk actions, click
Look up
ticket.


Under Ticket ID, click
into the field and then click
Select a variable instead.


Within the variable menu, select
Ticket tags changed as
the
step that output the variable you want to use, and then
select
Ticket ID.




Add a step to look up user details about the ticket assignee:


In the action builder, click the
Add step icon ( ).


In the step sidebar, under
Zendesk actions, click
Look up
user.


Under User ID type, select
Zendesk user ID.


For User ID, click
Add variable.


Within the variable menu, select
Look up ticket as the step
that outputs the variable you want to use, and then select
Requester ID.




Add a step that sends an email based on the information
you
collected for the ticket, assignee, and organization:


In the action builder, click the
Add step icon ( ).


In the step sidebar, under
External actions, click
Microsoft Outlook and then
select Send email.


Under Recipient's email,
enter the Sales team distribution
list. For example,
sales@yourcompany.com.


Under Subject, enter
Ticket Ticket ID Identified as
New Prospect,
where Ticket ID is a variable.

Click
Add variable, select
Look up ticket, and
select Ticket ID, to
insert the Ticket ID variable
into the subject.



Under Body, enter the message
you want to send to the Sales
team for new prospects. Include relevant ticket and user
information
as variables from the Look up ticket and Look up user
steps,
respectively, to streamline their ability to follow up.
In the
following example, all variables are
italicized:
Hi Sales Team,

Ticket Ticket ID has been identified as a new prospect. Can you please follow up with User Name as soon as possible?

User contact information:
- Email: User Email
- Phone: User Phone
- Locale and timezone: User Locale - User IANA timezone
- Notes: User Notes

Here's more context on the ticket:
- Ticket subject: Ticket Subject
- Ticket description: Ticket Description
- Last ticket update: Ticket's Latest agent update




Click Save.


Click Test to
test the action flow.


Click the options menu ( )
and select Activate to begin using
the
action flow to automatically send an email to the Sales team
when a ticket
is identified and tagged as a new sales prospect.




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