From requests to resolutions: AI-powered employee service with Zendesk and Microsoft

As Zendesk continues to serve the employee service industry, we’ve seen firsthand how IT and HR teams struggle when employees have to navigate multiple tools just to get the support they need. With hours tracking down context, managing permissions, and resolving recurring issues, productivity stalls while employees wait for answers.

That’s why we’ve invested in our partnership with Microsoft. By integrating Zendesk Agent for Microsoft Copilot directly into Microsoft 365 and pairing it with Agent 365’s governance capabilities, we’re streamlining workflows, reducing tool switching, and delivering AI-powered support where employees already work.

We’re introducing two new solutions in the Microsoft ecosystem: Zendesk Agent for Microsoft Copilot, which brings AI-powered support into the apps your employees already use, and Agent 365, which provides secure governance, managing identity, permissions, and compliance. Together, they help IT and HR teams resolve issues faster, operate more efficiently, and raise the standard of employee service across the digital workplace.

Let’s explore how, starting with our new Copilot integration:

Driving efficiency with Zendesk Agent for Microsoft Copilot

The Zendesk Agent for Microsoft Copilot enables seamless and scalable employee service, embedding AI-powered Zendesk support directly into the Microsoft 365 apps employees use most.

This integration enables Zendesk and Microsoft customers to:

• Deliver support where employees work, as Copilot captures employee requests from Microsoft 365 apps and turns them into Zendesk tickets instantly
• Streamline service operations by allowing employees to check ticket statuses, add notes, or escalate issues, all without leaving Microsoft 365
• Reduce ticket volume by surfacing relevant Zendesk Help Center content inside Microsoft Copilot, empowering employees to resolve common questions instantly

The result is a streamlined support operation that drives measurable impact: faster resolutions, reduced manual work, and more capacity for service teams to focus on high-value requests.

It’s a smarter, AI-driven way to manage employee support: built for the enterprise, secured by Microsoft, and powered by Zendesk.

Secure, autonomous support with Microsoft Agent 365

Zendesk is a launch partner for Microsoft Agent 365, a new secure platform that manages AI agents directly within Microsoft’s trusted environment. Agent 365 acts as a digital service coordinator, monitoring autonomous AI agents, accessing knowledge bases, and maintaining communication across Microsoft 365.

By combining Microsoft’s security and compliance frameworks with Zendesk’s AI-driven service capabilities, organizations can now manage support experiences with full governance, auditability, and peace of mind.

See what’s possible with Zendesk for Employee Service

The development of Zendesk Agent for Microsoft Copilot and Agent 365 reflects our commitment to making employee service smarter and more efficient. As Srini Raghavan, Corporate Vice President of Copilot & Agents Ecosystem at Microsoft, notes: “We’re combining the power of Microsoft 365 Copilot’s intelligence with Zendesk’s modern service platform. Together, we’re helping organizations reduce complexity, improve efficiency, and unlock the next generation of employee experiences.”

This shared vision drives everything we do at Zendesk: great service shouldn’t stop with your customers: it should start with your people.

If your organization is ready to deliver secure, AI-powered service directly within Microsoft 365, and experience the power of Zendesk’s Employee Service suite, contact our sales team to learn more or request a trial today. And be sure to check out the Zendesk Agent for Microsoft Copilot integration, now available in the Zendesk Marketplace.