# Workflow: Outlook assisted troubleshooting

{% hint style="warning" %}
This workflow provides full Outlook troubleshooting on Windows devices and guided Outlook profile recreation on macOS devices.

It is only designed to work on "classic" Outlook installations, and not the new Outlook experience, which is online only.
{% endhint %}

Microsoft Outlook is essential for communication and collaboration between employees and third parties.

## **Problem**

As Outlook is one of the most commonly used applications, any significant stability, compliance, or synchronization issues can severely impact employee productivity and experience.

Outlook tickets are extremely common for IT and the service desk. While the solution to an issue can often be very simple, a ticket still needs to be opened, with time spent reaching out to the employee, performing the fix, and closing the ticket. When accumulated, these (often repetitive) tasks can take significant time.

## **Solution**

Offer L1 teams the ability to trigger a fully automated workflow that will perform the basic remediation steps that fix Outlook in most cases.

At each step of the process, a Service Desk ticket summarizes the steps taken and the device's status. L1 can trigger this manually or, in the future, from a self-service system.

{% hint style="info" %}
Refer to the [Configuration guide](/platform/library-packs/collaboration-and-productivity-applications/workflow-outlook-assisted-troubleshooting/configuration-guide-outlook-assisted-troubleshooting.md) for details on the content included in this solution.
{% endhint %}

## Benefits and outcome

By implementing the **"Outlook assisted troubleshooting workflow**", you:

* Simplify and accelerate the Outlook troubleshooting process for the Service Desk agent by reducing the steps they need to perform to investigate and/or resolve the issue.
* Speed up Service Desk ticket resolution by automating common repetitive remediation steps.
* Provide an automated, guided process for recreating an Outlook profile on macOS devices.

## **Getting started with the "Outlook assisted troubleshooting workflow"**

Configure and start using your packs by following these links:

* [Usage guide: Outlook assisted troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-outlook-assisted-troubleshooting/usage-guide-outlook-assisted-troubleshooting.md) for standard users.
* [Configuration guide: Outlook assisted troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-outlook-assisted-troubleshooting/configuration-guide-outlook-assisted-troubleshooting.md) only accessible to users with an [administrator](/platform/user-guide/administration/account-management/roles.md#roles-administration) role."


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.nexthink.com/platform/library-packs/collaboration-and-productivity-applications/workflow-outlook-assisted-troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.