Integration with Outlook 365 should be complete and interactive and bi-directional
Especially the scheduling part.
It could be accomplished probably with some buttons in Outlook (like Dynamics CRM uses, shere you click on a button in Outlook and the record is integrated in CRM)
There is a problem thus far in Ticketing:
I am the organizer/administrator of my support team
When I create an appointment to a customer for one of the team members and i click Add to Office365 Calendar
the Appointment is Created in the team member Calendar but in MY Calendar as well, so I end up having multiple appointments registered at the same time in my Outlook Calendar