The Outlook add-in is undergoing development and this guide is subject to change.
Getting connected
Once installed, you can click the add-in icon to open it in the side pane.
To begin connecting the add-in to Deskpro, simply enter the URL of your deskpro instance then click the Connect button that appears.
If the Connect button does not appear, please ensure your instance URL is correct.
When you click the Connect button, the authentication process will open in a new tab. Or, if you're using the Outlook desktop app, it will open in a dialog window.
To begin, you'll be redirected to Deskpro to authenticate.
Then, if you are not already signed in, you will need to sign into your Deskpro account as usual.
Once signed in, you will be asked if you wish to allow or deny access to your Deskpro account.
Click to Allow access to continue.
Next, you will be asked to allow the add-in access to your Deskpro account - though, this may show as the host of the add-in, i.e. a Cloudfront URL.
To allow acces, tick the confirm checkbox and click the Allow button.
Authenitcation is now complete and you will be redirected to a success page.
Temporarily, this page will just say "SUCCESS". You can now close the tab.
The add-in should now be connected.
Usage
Add an email to an existing ticket
Your existing tickets are listed in the add-in. To add the current email to a ticket, simply select the ticket in the list then click the Add Email button. You will see a green success message when this has been done.
Add a note to an existing ticket
Like when adding an email to a ticket, you must first select the ticket from the list, then click Add Note.
A new text field will appear for you to add the note content. Simply type the note content and click the Save Note to Ticket button. Again, you should see a green success message when this has been done.
Create a new ticket
If the email has not yet been added to ticket, you can create a new ticket (with the email added already) via the "New Ticket" tab.
To create a new ticket, simply enter a subject into the text field and select a ticket type and sub-type. Then click the Create Ticket button. As before, you will see a green success message when the ticket has been created.
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