Installing the Microsoft Teams for Zendesk AI agents integration for employee service (EAP)

Microsoft Teams for Zendesk AI agents is an integration that can connect one or more Zendesk subdomains to multiple Teams workspaces. The integration allows you tocreate and deploy an employee service (ES) AI agentto any Microsoft Teams channel. The ES AI agent can answer questions in Teams based on its connected knowledge sources.


What's my plan?







Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus







Summary: ◀▼
You can connect your Zendesk account to Microsoft Teams to deploy an employee service AI agent that answers questions using your knowledge sources. Installation requires admin permissions in both systems and involves setting up the integration in Admin Center and installing the AI agent app in Teams. Multiple Zendesk accounts can connect to different Teams workspaces by repeating the setup for each connection.






Location: Admin Center > Apps and integrations > Integrations >
Integrations




This article is for Employee Service Suite accounts. If you want to
install the Microsoft Teams integration for a Customer Service Suite account, see About the Zendesk for Microsoft Teams integration.

Microsoft Teams for Zendesk AI agents is an integration that can connect one or more Zendesk
subdomains to multiple Teams
workspaces. The integration
allows you to create and deploy an employee service (ES) AI agent to
any Microsoft Teams channel. The ES AI agent can answer questions in Teams based on its
connected knowledge sources.
The installation adds a connection between one Zendesk account and one Microsoft Teams
workspace. You cannot install the integration on a shared Microsoft Teams workspace (that is,
one you have been invited to as an external user).
To install the integration, you must be a Support admin and a Microsoft 365 tenant admin.
Part of the process is done in Admin Center and part of the process is done in Microsoft
Teams.
To install the Microsoft Teams for Zendesk AI agents integration for employee
service

In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
Click Microsoft Teams in the list of integrations.
Sign in to Microsoft as a Microsoft 365 tenant admin.
Click Accept in the Microsoft consent screen to grant permission. Next, you'll
install the Zendesk AI agents app in Microsoft Teams.

Find the Zendesk AI agent app in the Microsoft Marketplace,
then click Get it now.
Install the app in your Microsoft Teams tenant. On install, the bot posts a welcome
message that @mentions you. You can now deploy an ES AI agent to Microsoft Teams channels.
See Deploying an ES AI agent to Microsoft Teams
channels.
To add multiple connections, run the installation for each
connection. For example, if your company uses one Teams workspace with three Zendesk
accounts, run the installation three times to make these connections.



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