Setting up the Zendesk agent for Microsoft 365 Copilot

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<p id="docs-ai-summary-content">Integrate Microsoft 365 Copilot to allow users to access support directly within Microsoft apps like Teams and Outlook. Users can search help center articles, create and manage tickets, and track their progress. Admins must connect their Microsoft account, enable user access, and can disconnect when needed. Ensure admin roles remain active for continuous integration functionality.</p>
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<p class="p">The Zendesk agent for Microsoft 365 Copilot helps users get support directly within
Microsoft apps such as Teams and Outlook.</p>
<div class="p">With this integration, your users can do the following within Microsoft 365 apps: <ul class="ul" id="copilot_connect__ul_zhq_ppl_fhc">
<li class="li">Search help center articles</li>
<li class="li">Create Zendesk tickets</li>
<li class="li">Add public ticket comments</li>
<li class="li">Resolve tickets created by them</li>
<li class="li">View the tickets they created to keep track of progress</li>
</ul>
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<p class="p">This article walks you through how to set up the Zendesk agent so it's available to your
users working in Microsoft. For more information on Copilot, see the <a class="xref" href="https://learn.microsoft.com/en-us/copilot/microsoft-365/" target="_blank">Microsoft 365 Copilot documentation</a>.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="copilot_connect__ul_kly_wkw_q2c">
<li class="li"><a class="xref" href="#topic_acv_grl_fhc">Considerations</a></li>
<li class="li"><a class="xref" href="#topic_tfz_mrl_fhc">Connecting your Microsoft account</a></li>
<li class="li"><a class="xref" href="#topic_fvp_bdd_jhc">Allowing users to install the Zendesk agent</a></li>
<li class="li"><a class="xref" href="#topic_gtt_rxl_fhc">Disconnecting your Microsoft account</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_acv_grl_fhc">
<h2 class="title topictitle2" id="ariaid-title2">Considerations</h2>
<div class="body">
<ul class="ul" id="topic_acv_grl_fhc__ul_zqq_hlw_q2c">
<li class="li">You must be an admin in both Microsoft 365 and Zendesk Support to set up the
integration. </li>
<li class="li">If the Zendesk admin who connected the integration has their role downgraded,
the integration will cease to function. It will require the integration to be
disconnected, then reconnected in Admin Center by another Zendesk admin.</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tfz_mrl_fhc">
<h2 class="title topictitle2" id="ariaid-title3">Connecting your Microsoft account</h2>
<div class="body">
<p class="p">Set up and configure your integration in Admin Center.</p>
<p class="p">Multiple connections are supported. Repeat these steps for each Microsoft account
you’d like to connect to Zendesk.</p>
<p class="p"><strong class="ph b">To connect your Microsoft account to Zendesk</strong></p>
<div class="p">
<ol class="ol" id="topic_tfz_mrl_fhc__ol_ej2_clc_rlb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tfz_mrl_fhc__d8e2067" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Microsoft Copilot</strong>.</li>
<li class="li">Select <strong class="ph b">I agree to the Built by Zendesk Terms of Use</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Click the Microsoft account you'd like to connect.<p class="p">You must be an
administrator of this account to connect the integration.</p>
<p class="p">You are
directed back to Admin Center. The new connection displays in the
Copilot connections list with all features active. </p>
<p class="p"><img class="image img-screenshot" id="topic_tfz_mrl_fhc__image_ecw_1xm_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_connections.png" width="800"></p>
</li>
<li class="li">Click the name of the connection to access connection settings.</li>
<li class="li">To deactivate a feature, clear the check box next to its name.<p class="p"><img class="image img-screenshot" id="topic_tfz_mrl_fhc__image_ls1_5d1_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_settings.png" width="400"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9958331458458" target="_blank">Using the Zendesk agent in Microsoft
365 Copilot</a> for more information about each of these
features.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fvp_bdd_jhc">
<h2 class="title topictitle2" id="ariaid-title4">Allowing users to install the Zendesk agent</h2>
<div class="body">
<p class="p">After you've connected your Microsoft account to Zendesk, you must make the Zendesk
agent available to your end users in Microsoft 365. For more information, see the
<a class="xref" href="https://learn.microsoft.com/en-us/microsoft-365/admin/manage/manage-copilot-agents-integrated-apps" target="_blank">Microsoft 365 admin center
documentation</a>.</p>
<p class="p">To allow users to install the Zendesk agent</p>
<ol class="ol" id="topic_fvp_bdd_jhc__ol_ayg_2dd_jhc">
<li class="li">Sign in to the Microsoft 365 admin center.</li>
<li class="li">Go to <strong class="ph b">Copilot</strong> &gt; <strong class="ph b">Agents</strong>. </li>
<li class="li">Search for <strong class="ph b">Zendesk Agent</strong>, then click on it to open settings. </li>
<li class="li">For Assign users, select which users at your company can install and use the
Zendesk agent.</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_gtt_rxl_fhc">
<h2 class="title topictitle2" id="ariaid-title5">Disconnecting your Microsoft account</h2>
<div class="body">
<p class="p">You can disconnect your Microsoft account from Zendesk in Admin Center. After it's
disconnected, Microsoft users can no longer access the Zendesk agent in Copilot.</p>
<div class="p">
<strong class="ph b">To disconnect a Microsoft account</strong><ol class="ol" id="topic_gtt_rxl_fhc__ol_cq2_lht_wgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gtt_rxl_fhc__d8e2067" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Microsoft Copilot</strong>.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_gtt_rxl_fhc__image_tf1_qxw_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the Microsoft account you want to
disconnect, then click <strong class="ph b">Disconnect</strong>.</li>
</ol>
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