Note: This feature is currently not available on Freshdesk Mint.

Outlook Contact Sync app helps you to easily synchronize contacts between your Outlook and Freshdesk accounts. Using this app, you can import Outlook contacts to your Freshdesk account and Freshdesk contacts to the “Freshdesk Contacts” group in your Outlook account. The sync is performed every hour.  

This article contains:

App Features 

  • Bi-Directional Sync: Provides two-way sync to maintain both Outlook and helpdesk Address book up-to-date. For example, when you update an existing contact in Freshdesk, the changes are automatically updated in the Outlook “Freshdesk contacts” and vice versa.
  • Specific Contact Sync: Enables you to choose specific Outlook contacts groups to import into your helpdesk. For example, in Outlook, you can just select one group of contacts to import into Freshdesk.
  • Sync with Multiple Outlook Accounts: Supports sync for multiple Outlook accounts. You can use multiple Outlook accounts either during setup or any time later. Even after the initial sync, you can add more Outlook accounts to import and export contacts.
  • Sync Tag: Enables you to tag contacts from your Outlook account. For example, if you are importing from multiple Outlook groups or accounts, you can tag those contacts in Freshdesk.
  • Contacts Field Mapping: By default, contact information is retrieved from Outlook based on a match with Email, Mobile phone, Work phone, and Full Name - in this order. Apart from these default fields, you can also map up to six fields.
    Note: “First Name” and “Last Name” contact fields in Outlook will be combined and mapped to the “Full Name” field in Freshdesk.

Outlook Contact Sync Installation

You must have admin access to install this app in Freshdesk.  To sync your Outlook and Freshdesk  contacts:

  1. Sign into Freshdesk account.
  2. Go to AdminAppsGet more AppsOutlook Contact Sync.
  3. Click Install. You will be redirected to Outlook login page, enter your Outlook credentials and click Login. You will be redirected to the Outlook contacts sync settings page.
  4. In the Outlook contacts sync settings page, select the Outlook contact folders to import. You can also provide Sync tag, contacts imported will be tagged in Freshdesk with this sync tag.
  5. To overwrite existing Freshdesk contacts with Outlook, click Overwrite existing contact details in Freshdesk.
  6. Click Import & Activate.


Your Freshdesk and Outlook contacts are now in sync. 


  1. Contacts are not updated from Outlook Contacts to Freshdesk. Why?
    Contacts from Outlook will be imported to Freshdesk only when you choose YES  for the Overwrite existing contact details in Freshdesk option at the time of integration.


  2. Why are the contacts from other Outlook groups not imported to Freshdesk?
    Only the "Freshdesk contacts" group in Outlook will be imported to your helpdesk once the Sync is set up.

  3. What is the "Freshdesk Contacts" group? 
    The "Freshdesk Contacts" is a group that collates contact details from your helpdesk and syncs it to Outlook during setup. Any contact edits carried out after enabling the integration will also be synced to this group.

  4. How to add a new Outlook account for sync? To add a new Outlook account:
    1. Go to Admin→Apps→Get more Apps→Outlook Contact Sync.
    2. Click the settings icon. 3. In the Outlook contacts sync settings page, click Sync new account. You will redirected to the Outlook login page, enter the new Outlook account credentials, and click Login. The new account will be included for contact sync.
  5. How to disable Outlook Contacts Sync for a specific account?
    To disable sync for a specific account:
    1. Go to Admin→Apps→Get more Apps→Outlook Contact Sync.
    2. Click the settings icon.
    3. In the Outlook contacts sync settings page, click Edit.
    4. Turn off the Outlook Contact Sync option and then click Update.