ServiceDesk Plus is now available as an add-in for Microsoft Outlook (Office 365 mailbox). With this option, you can convert your emails into ServiceDesk Plus requests right from your mailbox.
Enabling the add-in creates a ServiceDesk Plus user pane in the outlook mailbox. From this user pane, you can raise requests and track their progress; pickup/assigns requests; or perform helpdesk tasks on requests that are assigned to you. Thus you need not access the application in a different window each time.
A valid user account with login credentials in ServiceDesk Plus, a valid account in Microsoft Outlook with admin permissions. Ensure that ServiceDesk Plus is hosted on a domain with a valid SSL certificate and runs on HTTPS mode.
To implement the add-in for your organization users,
Download the manifest file for SDP Outlook Add-in from this link.
In the downloaded file, replace the HostedDomainURL with your organization's domain URL wherever applicable.
Save the file.
Log in to your Microsoft Office Admin Center account.
In the left pane, click Settings > Integrated Apps.
In the displayed page, click Upload Custom Apps and choose Upload manifest file (.xml) from device.
Click Choose and upload the file saved in Step 3.
Click Next.
In the page that displays, choose Entire Organization and click Next.
In the next page, verify the permissions and click Next.
Click Finish Deployment to complete the process.
You have now configured ServiceDesk Plus as an add-in to your organization's Outlook mailbox.
To convert an email as a request in ServiceDesk Plus,
Log in to your Outlook mailbox.
Select the required email and click 
.
The ServiceDesk Plus user pane opens with a confirmation message. Click Yes to proceed.
The request creation page opens with the email subject and the sender's email ID. You can reset the form by clicking 
.
Enter the request details as you would do within in the ServiceDesk Plus application.
Click Add Request.
From the ServiceDesk user pane of your Outlook Mailbox, you can perform the following actions:
Reply: Send replies to a user regarding the request by clicking 
.
Edit: Click Edit in the bottom bar to edit the request details from within Outlook Mailbox.
Add Notes: Click 
to add a note to the request.
To create a new app registration
Go to the Azure Portal and access Microsoft Entra ID.
Go to the App registrations.
Fill in the following details:
Enter the user-facing display name for this application name it as ServiceDesk Plus Outlook Add-In.
Under Supported account types, choose Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant).
Under Redirect URI, select Single-page application (SPA) from the drop-down and set the value as https://<sdp-hosted-domain>/workorder/SDPOutlookAddIn.jsp. Replace <sdp-hosted-domain> with your actual ServiceDesk Plus domain.
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Click Register.
To assign API permissions
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Go to App registrations > Overview, and copy the Application (client) ID.
To integrate ServiceDesk Plus with Outlook Add-In
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