What are the differences between the two Microsoft integrations for Zendesk?

Differences between the Microsoft integrations in Zendesk Zendesk offers two Microsoft integrations that can look similar at first glance. However, these apps are built for distinct Microsoft experiences and different support workflows.

Zendesk Support Assistant for Microsoft Agent 365 focuses on support agents and broader support workflows within Microsoft Teams

Zendesk agent for Microsoft 365 Copilot focuses on users managing their own support requests within Microsoft 365 Copilot in Teams and Outlook


Expand all tabs



document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
Experience differences between the two Microsoft integrations
The two integrations differ in where they work and how users access them.
Zendesk Support Assistant for Microsoft Agent 365 availability

Available options list only Microsoft Teams
Brings the Zendesk Agent Workspace into Teams
Users can work with Zendesk without leaving Teams

Zendesk agent for Microsoft 365 Copilot availability

Available in both Microsoft Teams and Outlook
Brings the Zendesk experience into Microsoft 365 Copilot in Teams and Outlook
Users can access the Zendesk agent from the Copilot agents list in Teams or Outlook
Users can work with Zendesk without leaving Teams or Outlook

Intended workflows and use case comparison
The two integrations also differ in the type of work they support.
Support Assistant for Microsoft Agent 365 use cases
Use the Support Assistant for Microsoft Agent 365 when you want a more complete Zendesk support workflow in Microsoft Teams only.
To perform user tasks:

Search and manage tickets
Create tickets
Add public or private comments
Browse help center articles
Manage IT assets
Work with views and macros
Look up users and organizations
Use plain language requests and slash commands

This integration is the better fit when you want a broader Zendesk support experience inside Teams and want the experience to respect Zendesk role permissions for different user types.
Zendesk agent for Microsoft 365 Copilot use cases
Use the Zendesk agent for Microsoft 365 Copilot when you want Zendesk support capabilities inside Microsoft 365 Copilot in Teams and Outlook.
To perform user tasks:

Search help center articles
Create Zendesk tickets
Add public ticket comments
View tickets they created
Update tickets they created
Resolve tickets they created

This integration is the better fit when you want Zendesk support features embedded in Copilot and only need help center search and management of their own support requests.
Differences in setup and administration
The two integrations also differ in how admins set them up and how users access them.
Zendesk Support Assistant for Microsoft Agent 365 set up

Users install the app in Microsoft Teams
Users connect their Zendesk account using a /login command
The app supports /logout, /help, and /feedback

Access is governed by Zendesk permissions
The app is designed to be used directly by end users, agents, and admins depending on permissions

Zendesk agent for Microsoft 365 Copilot set up

Admins set up the integration in Admin Center
Admins connect the Microsoft account
Admins can turn on or turn off individual features
A Microsoft 365 admin must also allow users to install and use the Zendesk agent
Multiple Microsoft account connections are supported

