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Zendesk and Microsoft Integration: A New Era in Employee Support Services

In a major move to enhance enterprise support, Zendesk has expanded its strategic partnership with Microsoft, bringing innovative AI-driven services directly into Microsoft 365. This collaboration aims to streamline employee service solutions across IT, HR, and finance departments, reshaping how businesses manage requests and facilitate effective support.

The Innovations of Agent 365 and Zendesk Copilot

Two key integrations have emerged from this partnership: Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot. These integrations are designed to work seamlessly within Microsoft’s widely-used platforms, allowing organizations to utilize Zendesk’s advanced AI capabilities without disrupting daily workflows.

Microsoft Agent 365

As a launch partner, Zendesk’s integration with Microsoft Agent 365 provides a robust and secure environment for managing Zendesk AI agents. This platform utilizes Microsoft’s security protocols to create an autonomous control plane that efficiently handles ticket management, accesses knowledge bases, and ensures smooth communication channels for users and support teams.

Zendesk Agent for Microsoft 365 Copilot

With the new Zendesk Agent for Microsoft 365 Copilot, employees can interact with Zendesk directly within Microsoft 365 applications. This feature allows users to submit support tickets, check the status of requests, add critical notes, and escalate issues—all integrated into their existing workflows. This makes support more accessible than ever before, fostering an environment of efficiency and accuracy.

Enhancing Employee Experience

Craig Flower, the Chief Information Officer at Zendesk, highlighted the importance of this integration, stating, “Our collaboration with Microsoft on Agent 365 and Zendesk Agent for Microsoft 365 Copilot is a pivotal moment for Zendesk. It not only reaffirms our leadership in enterprise AI automation but also empowers customers with streamlined support capabilities.”

As demand for faster and more personalized support continues to rise, organizations face increasing pressure on their IT, HR, and Finance teams. With this seamless integration, Zendesk is setting a new industry benchmark for what employee service can achieve. The AI-powered Resolution Platform aligns perfectly with the needs of these departments, allowing teams to deliver exceptional experiences efficiently.

Benefits of the Integration

The Zendesk and Microsoft collaboration promises several benefits to organizations looking to improve their employee service capabilities:
1. Faster Resolution Times: AI-powered support enhances response rates and overall agent productivity.
2. Secure and Compliant Management: Providing a compliant framework for managing AI assistants within Microsoft’s governance ensures sensitive information stays protected.
3. Auditable Workflows: Enhanced visibility and structured workflows give teams the confidence to scale support services without compromising security.

Shaping the Future of Employee Services

The evolution of employee service provision through this collaboration marks a significant shift towards a more integrated workplace. According to Srini Raghavan, Corporate Vice President at Microsoft, “AI is transforming how organizations deliver employee service, and our connection with Zendesk is leading that change.” Combining Microsoft’s and Zendesk’s advanced technologies creates a smart and effective support system that revolutionizes how employees interact with IT, HR, and Finance.

Availability

The Zendesk integration for Microsoft 365 Copilot is set to be available for installation from the Zendesk Marketplace starting November 21, 2025. This integration emphasizes the commitment of both companies to enhance employee engagement through intelligent support.

About Zendesk

As a leader in AI-powered service solutions, Zendesk aims to redefine the customer experience. Their Resolution Platform is designed to provide seamless interactions by leveraging advanced AI technologies, providing a comprehensive suite of tools that promotes efficiency and growth. To learn more about Zendesk and their offerings, visit www.zendesk.com.