Installation of OneDrive App

The Microsoft OneDrive integration allows users to attach different-sized files directly from their OneDrive account to tickets and knowledge base articles.

Check out this video tutorial.

Key Features:

1. Has access to all files and folders and can view them.
2. Search the files in OneDrive from BoldDesk.
3. Upload the files to OneDrive from BoldDesk.
4. Agent Portal - Attach the files to a ticket when creating, adding replies to ticket, private notes, and public notes.
5. Customer Portal - Attach the files to a ticket when creating and adding replies to ticket.
6. Attach the files to knowledge base articles.

How to install and configure OneDrive Integration

The following are three steps to follow to integrate OneDrive with BoldDesk:

1. Register a OneDrive app
2. Install the OneDrive in BoldDesk
3. Attach files to tickets from the OneDrive

Register a OneDrive app

To use OneDrive, you will need to register a new app in the Azure portal. To create an app, follow the instructions given:

1. Sign in to the Azure portal.

2. Search for and select Azure Active Directory.

3. Under Manage , select App registrations > New registration.

   

4. Enter app name and select the specified option in the Supported account types.

5. Choose the Single-page application (SPA) and enter your BoldDesk URL in Redirect URI.

   Example: https://{your-domain}.bolddesk.com/onedrive-redirect

   Note: If you are using a custom domain, we advise you to add both your BoldDesk and custom domain URL.

6. Select the Register option to complete the app registration.

   

7. After the app’s creation, enable the Access tokens and ID tokens under the Authentication menu, then click the Save button.

   

8. Copy the Application/Client ID from Overview tab.

   

Install and configure the OneDrive App in BoldDesk

Follow the given steps to install and configure the OneDrive App in Bold Desk:

1. Sign in to BoldDesk.

2. Click Admin menu > Marketplace.

3. Search and select the OneDrive app.

   

4. Click the Install button as shown:

   

5. In the Account tab, enter your API key and OAuth client ID which you copied while creating the OneDrive drive app, and click Next.

   

6. In the Permission tab, select the roles for those who can access this OneDrive feature under the App Permission options, and click Save.

   

Attach the files to ticket from OneDrive

Follow the given steps to attach files to a ticket from OneDrive:

1. In the ticket text editor (reply and notes), click the OneDrive button to open the file selection window.

   

2. Search for and choose the files you want to attach to a ticket.

   

3. After attachment, the file can be viewed in the file tab.

   

Attach the files to KB article

Follow the given steps to attach the files to KB articles:

1. In the KB text editor (create and edit), click the OneDrive button. As a result, the file selection window will appear.

   

2. Search for and choose the files you want to attach to KB article.

   

3. After attachment, the file can be viewed in the file tab.

   

FAQ

What happens if you share a private file?

It is strongly advised that you do not share any private files. If the “Private” file is selected, it will instantly change to the “Shared Publicly” status. This file will be accessible to everyone with whom you share it.

To revoke access to a private file, go to that file in OneDrive and set its status back to “Private”.