Zendesk Launches Agent 365 and Copilot Integrations to Transform Employee Service
As a launch partner for Microsoft Agent 365, Zendesk will bring its AI agents into Microsoft’s secure environment.
Zendesk has expanded its long-running partnership with Microsoft to introduce two new AI-powered integrations aimed at transforming employee service delivery across IT, HR, and Finance teams.
The new offerings — Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot — embed Zendesk’s service capabilities directly inside the Microsoft 365 ecosystem, enabling organisations to deliver faster, more secure, and more efficient support.
As a launch partner for Microsoft Agent 365, Zendesk will bring its AI agents into Microsoft’s secure environment. Agent 365 functions as an autonomous control layer, managing Zendesk tickets, accessing knowledge bases, and maintaining seamless communication for users across Microsoft 365 apps, while leveraging Microsoft’s security and compliance frameworks.
The second integration, Zendesk Agent for Microsoft 365 Copilot, places AI-driven support directly into everyday Microsoft 365 workflows. Employees can now submit tickets, track progress, add notes, or escalate issues without leaving applications like Outlook, Teams, or Word.
"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, optimising operations, and ultimately delivering a more efficient and reliable employee experience within Microsoft 365," said Craig Flower, Zendesk Chief Information Officer.
The integrations aim to address rising pressure on employee service teams by improving resolution times, increasing agent productivity, strengthening governance of AI systems, and enhancing workflow visibility.
“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,” said Srini Raghavan, Corporate Vice President, Microsoft Copilot and Agent Ecosystem at Microsoft.
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