Zendesk Microsoft 365 Integrations Enhance Employee Support

Zendesk recently announced that it has deepened an ongoing collaboration with Microsoft to add Zendesk’s service directly into Microsoft’s AI ecosystem via two new integrations. These include Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot. According to the company, both integrations will deliver seamless, secure, and intelligent service experiences within the Microsoft 365 tools employees use in their everyday tasks.

The new integrations utilize AI support from Zendesk to drive efficiency, security, and control for IT, HR, and finance teams. These teams, the company says, are under increased pressure to deliver faster and more personalized support amid rising demand and limited resources. With small business owners having so many responsibilities of their own and handling tasks that fall within these categories, the new offerings may prove to be tremendously helpful.

Microsoft Agent 365 is a secure and autonomous platform that manages Zendesk AI agents within Microsoft’s environment. It acts as a "control plane," Zendesk says, autonomously managing Zendesk tickets, accessing knowledge bases, and maintaining seamless communication for Microsoft 365 users and support teams, using Microsoft security and compliance tools. The Copilot integration brings AI-powered Zendesk support inside Microsoft 365 apps so employees can submit support tickets, check statuses, add notes, and escalate issues from within their workflow.

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

“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 Agents 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.”

Zendesk says Microsoft 365 tools are critical to today’s employee service operations and are one of the most useful integrations for its own employee service customers. The new offerings, it adds, bring faster resolution times and higher agent productivity with the AI-powered support to the platforms employees are already using regularly. They also provide secure, compliant management of AI assistants within "Enhanced visibility and auditable workflows, enabling IT, HR and Finance teams to confidently scale AI services while protecting sensitive information."

As many small businesses are learning, AI is becoming increasingly important to operations to maintain a competitive edge and efficiency. Offerings like these can be a great help, especially for those with fewer employees and resources to manage workloads.