icon and select Manage add-ins as shown in the screenshot below.ServiceDesk Plus Cloud for Email is an add-in for Outlook (or Office 365 mailbox) that will allow Office 365 users to convert emails into ServiceDesk Plus Cloud tickets. The add-in creates a ServiceDesk Plus Cloud user pane within the Outlook emails. Thus, users can log requests right from their mailboxes instead of switching to the ServiceDesk Plus Cloud portal. The add-in will allow end-users to submit requests, track their progress and, technicians to perform helpdesk tasks on requests, all from within their mailboxes.
ServiceDesk Plus Cloud Add-On is available for Outlook (Cloud version) and Exchange 2016 and 2019 (On-premises version). It is a free add-in, supported in Office 365 web access and in the installed client as well. You can get the add-in from the Microsoft store.
For users operating with Exchange 2013, download the manifest_sdp.xml file and upload the file to your Exchange Admin Centre for the add-in to be installed.
In Exchange Mailbox, select the icon and select Manage add-ins as shown in the screenshot below.
On the Manage add-ins page, click the + icon and select Add from a file. Upload the manifest_sdp.xml file you downloaded earlier. Click Save.
Log in to Office 365 and open Outlook.
Select an email and click ServiceDesk Plus for Email add-in 
icon.
This opens a ServiceDesk Plus user pane where you will be asked whether to convert the email into a request. Click Yes.
The request creation page is displayed. The email's Subject and the sender's email address are carried on to the request. You can reset all fields using 
icon.
Select a template from the drop-down (both service and incident templates will be listed).
Fill out the request form just like you do within the application and click Create.
Use the respective buttons to edit, pickup/assign, and close the request.
Besides the request subject, you have the following icons:
To add a note.
To reply to a user regarding the request.
To view the request in ServiceDesk Plus Cloud.
Go to an Outlook email and click the ServiceDesk Plus Cloud for Email add-in.
The user pane opens and you will be asked whether to convert the email into a request. Click No.
All requests (email converted requests and other requests in the application) based on the technician's permission will be listed. You can edit Status and Priority fields, pick up, or assign the request to a technician right in the list view.
Click the request to edit more fields and to perform actions.