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Sync with outlook contacts does not work

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  • SOTA
  • Apprentice
  • 1 reply

Hi,

Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”?
 

At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.

best regards

Sascha

Best answer by vinothkumar.manoharan

@SOTA The app just redirects to enable to login to O365 and authenticate for accessing the contacts to fetch it. If the permissions are granted, it fetches the data periodically. 

If it is not redirecting to the O365 login page, can you check below points

  1. Whether browser popup is restricting any redirection
  2. Your O365 account is having permission to authenticate the entry of external apps
  3. Try in an incognito mode of the browser to make sure the page redirection happens smooth

Post sync, In freshdesk contact database, check for the tags with outlook_contacts to validate whether the sync is happening

Request to confirm post checking the points

 

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    vinothkumar.manoharan
    Skilled Expert
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    @SOTA The app just redirects to enable to login to O365 and authenticate for accessing the contacts to fetch it. If the permissions are granted, it fetches the data periodically. 

    If it is not redirecting to the O365 login page, can you check below points

    1. Whether browser popup is restricting any redirection
    2. Your O365 account is having permission to authenticate the entry of external apps
    3. Try in an incognito mode of the browser to make sure the page redirection happens smooth

    Post sync, In freshdesk contact database, check for the tags with outlook_contacts to validate whether the sync is happening

    Request to confirm post checking the points

     

    Vinoth | Freshdesk product expert | Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    M
    Contributor
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    • motaro
    • Contributor
    • 31 replies
    • January 30, 2025
    SOTA wrote:

    Hi,

    Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”?
     

    At my helpdesk the sync doesn’t start free live cam and chat. I’m not even get asked to log in to my 365 account.

    best regards

    Sascha

    Hi Sascha,

    It sounds like there’s an issue with the sync not starting and not being prompted to log into your Microsoft 365 account. First, ensure that the Freshdesk app has the necessary permissions to access your 365 account. Sometimes, clearing the browser cache or using a different browser can help resolve the issue. Double-check that the app is set up correctly in Freshdesk as well. If none of that works, reinstalling the “Microsoft Outlook Contacts” app might fix the connection.

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