AI-focused customer service platform provider Zendesk has made two major announcements that extend their long-term collaboration with Microsoft, and which bring Zendesk’s service directly into Microsoft’s AI ecosystem through two new integrations. One is for Microsoft Agent 365, and the other is for Zendesk Agent for Microsoft 365 Copilot. These integrations deliver seamless, secure, and intelligent service experiences within the Microsoft 365 tools employees use every day.
Microsoft Agent 365 is a secure and autonomous platform that manages Zendesk AI agents within Microsoft’s environment, bringing intelligent assistance right into your Microsoft 365 experience, and helping you work smarter, faster, and more creatively. From answering questions to automating tasks, this AI-driven solution is designed to make everyday work seamless and efficient. It lets you boost productivity with contextual, AI-powered insights, simplify workflows and reduce repetitive tasks, and empower teams to focus on what truly matters.
“We are introducing Agent 365 – a new agent control plane to help every organization scale AI agents,” said Srini Raghavan, Corporate Vice President, Microsoft Copilot and Agent Ecosystem. “Agent 365 is the control plane for AI agents. Whether your agents are created with Microsoft platforms, open-source frameworks, or third-party platforms, Agent 365 helps you deploy, organize, and govern them securely. And the excitement is real. Our partners are already getting on board, bringing their innovation and momentum to Agent 365’s fast-growing ecosystem. This includes a broader ecosystem of agents such as Adobe, Databricks, Cognition, Genspark, Glean, Kasisto, Manus, NVIDIA, n8n, SAP, ServiceNow, Workday, and more. Open-source agents published already exist on GitHub for Anthropic, Crew.ai, Cursor, LangChain, OpenAI, Perplexity, and Vercel.
Zendesk is a launch partner for Microsoft Agent 365. Using Microsoft security and compliance tools, Agent 365 acts as a control plane autonomously managing Zendesk tickets, accessing knowledge bases, and maintaining seamless communication for Microsoft 365 users and support teams. Users have to pay for the privilege, but they do get full Entra ID identities, email addresses, Teams presence, and org chart positions. Each one needs its own A365 license.
The other new integration, Zendesk Agent for Microsoft 365 Copilot, brings AI-powered Zendesk support inside Microsoft 365 apps, allowing employees to submit support tickets, check statuses, add notes, and escalate issues all without leaving their workflow.
“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.”
“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,” Raghavan stated. “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.”
Today’s employee service landscape is increasingly complex, with IT, HR and Finance teams under pressure to deliver faster, more personalized support amid rising demand and limited resources. Zendesk is setting the industry standard with its AI-powered Resolution Platform, seamlessly integrated into Agent 365 and Microsoft 365 Copilot. This unique solution simplifies operations, drives resolutions, and enables IT, HR and Finance teams to deliver exceptional employee experiences at scale. Microsoft 365 tools are critical to today’s employee service operations and are one of the most useful integrations for Zendesk’s Employee Service customers.
Together, Agent 365 and the Zendesk Agent for Microsoft 365 Copilot provide:
Faster resolution times and higher agent productivity by bringing AI-powered support to the platforms employees use daily;
Secure, compliant management of AI assistants within Microsoft’s trusted governance frameworks;
Enhanced visibility and auditable workflows, enabling IT, HR and Finance teams to confidently scale AI services while protecting sensitive information;
The Zendesk integration for Microsoft 365 Copilot will be available to install from the Zendesk Marketplace starting November 21.