Zendesk Expands Microsoft Integration With New AI Tools

Zendesk has expanded its integration with Microsoft through two new capabilities: Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot.

Both additions are intended to bring Zendesk’s support functions directly into Microsoft 365 tools.

Microsoft Agent 365

As a launch partner, Zendesk will operate within Microsoft Agent 365, a platform that allows organisations to manage Zendesk AI agents inside Microsoft’s environment.

The system uses Microsoft security and compliance features and enables autonomous handling of tasks such as ticket management and knowledge-base access.

Zendesk Agent for Microsoft 365 Copilot

This integration enables employees to create, update, and monitor Zendesk support tickets from within Microsoft 365 applications.

“Our collaboration with Microsoft on Agent 365 and Zendesk Agent for Microsoft 365 Copilot is a pivotal moment for Zendesk,” said Craig Flower, Zendesk Chief Information Officer.

“This collaboration not only solidifies our position as a leader in enterprise AI automation but also ensures that Zendesk remains at the forefront of the evolving digital worker landscape.

By integrating with Agent 365 and Microsoft 365 Copilot, we are empowering our customers with both autonomous and streamlined support capabilities, optimizing operations, and ultimately delivering a more efficient and reliable employee experience within Microsoft 365.”

These developments follow growing demand for support tools that align with existing workplace software. The integrations bring Zendesk’s AI-supported workflows into Microsoft 365 and offer new options for managing IT, HR, and Finance service requests.

“AI is transforming how organizations deliver employee service, and Microsoft’s collaboration with Zendesk is leading that change by enabling a new era of intelligent support,” said Srini Raghavan, Corporate Vice President, Microsoft Copilot and Agent Ecosystem.

“We’re combining the power of Microsoft 365 Copilot’s intelligence with Zendesk’s modern service platform, enabling employees to resolve IT, HR, and Finance issues seamlessly within the tools they use every day.”

Author: Hannah Swankie
Reviewed by: Jo Robinson