Freshservice and Microsoft Outlook Integration

Explore Triggers and Actions

New Solution Article

Trigger new event for each created solution article.

New Ticket

Trigger new event for each created ticket.

Ticket Updated

Trigger new event for each updated ticket.

Solution Article Updated

Trigger new event for each updated solution article.

Download Attachment

Downloads an attachment to the /tmp directory.

Add Label to Email

Adds a label/category to an email in Microsoft Outlook.

Approve Workflow

Suspend the workflow until approved by email.

Create Contact

Add a contact to the root Contacts folder,

Create Draft Email

Create a draft email,

Find Contacts

Finds contacts with the given search string.

List Contacts

Get a contact collection from the default contacts folder,

List Folders

Retrieves a list of all folders in Microsoft Outlook.

List Labels

Get all the labels/categories that have been defined for a user.

How it works

Add your support channel as a trigger

Start with any customer-facing channel — WhatsApp, Email, Web Chat, or even Phone. When a new ticket, message, or call comes in, the workflow kicks off.

Connect your apps

Set conditions like agent persona, customer type, query intent, or urgency. Then let your AI agent auto-respond, triage, summarize, or even escalate — just using natural language.

Connect it to your tools

Sync with your CRM, Helpdesk, or internal systems. Automatically log tickets, update statuses, notify agents, send surveys or send summaries — your workflow, your way.

What can Ayudo do with Freshservice and Microsoft Outlook?

The Freshservice and Microsoft Outlook integration empowers your IT team to manage tickets, track requests, and collaborate without switching apps. Convert emails into tickets, update existing requests, and stay organized—all within Outlook. This integration enhances productivity by bringing Freshservice’s powerful ITSM capabilities to the familiar Outlook environment, ensuring faster response times and improved service delivery.

Frequently asked questions

How do I convert an Outlook email into a Freshservice ticket?

With the integration enabled, you can convert any email in Outlook into a Freshservice ticket by clicking the Freshservice add-in button. This action automatically creates a ticket with the email content, attachments, and sender details.

Can I update existing Freshservice tickets from Outlook?

Yes, the integration allows you to search for existing tickets and add notes or update ticket status directly from Outlook, keeping your workflow smooth and centralized.

Is the integration compatible with both Outlook desktop and web versions?

The Freshservice integration supports both Microsoft Outlook desktop (Windows and Mac) and Outlook on the web, ensuring flexibility across platforms.

Does the integration support automatic ticket creation from emails?

While the integration facilitates manual ticket creation from emails, you can also configure Freshservice’s email channel to automatically convert incoming emails into tickets for streamlined ITSM operations.

What permissions are required to set up the Freshservice and Outlook integration?

You will need appropriate admin permissions in both Freshservice and Microsoft Outlook to install and configure the integration, including access to add-ins and API permissions.

Explore Triggers and Actions

How it works

Popular App Usecases

What can Ayudo do with Freshservice and Microsoft Outlook?

Frequently asked questions

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