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

   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 BoldDesk:

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 appropriate roles for access and click Save to apply the changes. Learn more on App Permissions & Visibility Guide.

   

Frequently Asked Questions (FAQs)

1) What does the Microsoft OneDrive Integration in BoldDesk enable?
It lets you browse all OneDrive files/folders, search OneDrive from BoldDesk, upload files to OneDrive, and attach files to tickets, replies (public/private), customer portal submissions, and knowledge base articles.

2) Where can users attach OneDrive files in BoldDesk?

• Agent Portal: When creating tickets, adding replies, public notes, or private notes.
• Customer Portal: When creating tickets and adding replies.
• Knowledge Base: When editing articles.

3) How do I install and configure the OneDrive app in BoldDesk?
Go to Admin → Marketplace → OneDrive → Install, then in Account enter the API key and OAuth Client ID from your Azure app, click Next, and in Permission choose roles/visibility and Save.

4) How do I register the OneDrive app in Azure (required before install)?
In Azure portal: Azure Active Directory → App registrations → New registration → choose Supported account types → set Single-page application (SPA) and add your redirect URI (e.g., https://{your-domain}.bolddesk.com/onedrive-redirect; add both BoldDesk and custom domains if used) → Register → under Authentication, enable Access tokens and ID tokens → copy the Application (Client) ID.

5) Can I search and upload OneDrive files from inside BoldDesk?
Yes. From the OneDrive picker in BoldDesk you can search across your OneDrive and upload files to OneDrive, then attach them where needed (tickets, replies, articles).