Getting started with the Zendesk Support Assistant for Microsoft Agent 365

The Zendesk Support Assistant for Microsoft Agent 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more—all without leaving Teams.


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Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Summary: ◀▼
You can manage support tickets, browse help center articles, and track IT assets directly within Microsoft Teams using the Support Assistant app. It respects your Zendesk permissions and supports plain language commands for tasks like ticket updates, asset management, and user lookups. The app securely connects to your Zendesk account, keeps data private, and offers troubleshooting tips for common issues.




The Zendesk Support Assistant for Microsoft Agent 365 brings your Zendesk workspace into
Microsoft Teams. Manage support tickets, browse help center articles, track IT assets,
and more—all without leaving Teams.
For more information on searching, adding, and managing apps in Teams, see the Microsoft 365 documentation.
This article includes the following topics:
Installing the app and connecting your Zendesk account
Understanding app permissions
Understanding how to use plain language and commands in the app
About data privacy
Troubleshooting




Installing the app and connecting your Zendesk account

To get started, install the Zendesk Support Assistant app in Teams, then connect your
Zendesk account.
Installing the app

Open Microsoft Teams.
Click the Apps icon in the sidebar.
Search for Zendesk Support Assistant in the Apps search bar, then click
the app when it appears in the search results.
Click Add.

A welcome message appears with additional information about the app.
Connecting your Zendesk account

In Microsoft Teams, open the Zendesk Support Assistant app.
Type /login your-subdomain. For example, type
/login acme if your Zendesk URL is
acme.zendesk.com.
A card appears with a
Connect to Zendesk button.

Click Connect to Zendesk and authorize access on the Zendesk
page. You are redirected back to Teams. You are now connected.

Check or change your connection, if required:
Type /login with no subdomain to see which accounts are
connected.
Type /login other-subdomain to connect to a different
Zendesk account.
Type /logout your-subdomain to disconnect an
account.






Understanding app permissions

The app respects the Zendesk permissions of the signed-in user. The table below lists
the app permissions for standard user roles in Zendesk Support.
On Enterprise plans and above, the user's custom role permissions apply. For example, agents in a
custom role with permission to merge tickets in Zendesk will be permitted to do so
in the app.











Capability
End user
Agent
Admin




View and search your own tickets
Yes
Yes
Yes


Create tickets
Yes
Yes
Yes


Comment on your tickets
Yes
Yes
Yes


Browse help center articles
Yes
Yes
Yes


View and manage all tickets
—
Yes
Yes


Update ticket properties (status, priority,
assignee)
—
Yes
Yes


Use views and macros
—
Yes
Yes


Manage IT assets
—
Yes
Yes


Look up any user or organization
—
Yes
Yes


Delete or merge tickets
—
—
Yes








Understanding how to use plain language and commands in the app

You can use plain language and commands in the Zendesk Support Assistant app.
Plain language lets users describe what they want in everyday words, like “list
tickets in the Support group,” while commands are more structured instructions.
Plain language is easier for most people to learn and feels more natural, while
commands are faster and more precise for users who know them well. In general, use
plain language for accessibility and ease of use.


Plain language tips and examples

This section provides tips and examples of common ways plain language is used in
the Zendesk Support Assistant.


Tips for best results



Be specific. For example, “show open high-priority tickets
assigned to me” works better than “show tickets.”

Use ticket numbers when you know them. For example: "What's the
status of #54321?"

Ask follow-up questions. The agent remembers context within a
conversation, so you can say “now change that ticket's priority to high”
without repeating the ticket number.

Use the cards. Ticket cards have dropdowns and buttons — it is
often faster to use these than typing an update command.

Multi-step requests work. For example, “find tickets about
billing and add a note to the first one” is a valid request.




Examples

Working with tickets


“Show me ticket #12345”


“What are my open tickets?”


“Search for tickets about password reset”


“Create a ticket about VPN not working, priority high”


“Add a comment to ticket #12345 saying we're looking into
it”


“Change ticket #12345 to pending”


“Show tickets assigned to jane@company.com”


“What's the SLA status on ticket #12345?”


When tickets are displayed, they appear as interactive cards where
you can do the following:


Click the ticket number to open it in Zendesk


Change the priority or status using drop-down menus


Add a comment (public or internal note) directly from the
card


Click Update ticket to apply your changes


Browsing the help center


“Search help center for password reset instructions”


“Show me article #12345”


“What categories are in the help center?”


“Suggest articles for a customer who can't sign in”


Managing IT assets


“List all IT assets”


“Show me asset #456”


“Create an asset: MacBook Pro, type Laptop, assigned to
john@company.com”


“What assets does jane@company.com have?”


“Delete asset #789”


Using views and macros


“Show my views”


“List tickets in the Urgent Escalations view”


“What macros are available?”


“Apply the Close and Redirect macro to ticket #12345”


Looking up users and organizations


“Find user jane@company.com”


“Search for users named John”


“Show organization Acme Corp”


“List tickets for organization #789”






Available commands

The following commands are available when using Zendesk Support Assistant app in
Teams.








Command
What it does



/login your-subdomain For
example, type /login acme if your Zendesk
URL is acme.zendesk.com.

Connect to a Zendesk account, or check the
connection status



/logout your-subdomain For
example, type /logout acme if your Zendesk
URL is acme.zendesk.com.

Disconnect a Zendesk account


/help
Show available commands and capabilities


/feedback [text]
Report an issue with an AI response








About data privacy



Your credentials are managed securely. OAuth tokens are handled by
Zendesk and are never stored in the agent itself.


The agent uses your permissions. It can only access what your
Zendesk account has access to.


Your data stays within Zendesk. Messages are processed by Zendesk's
internal AI services and don't leave Zendesk's infrastructure.


There's no training on your data. Your conversations and ticket
data aren't used to train AI models.


Conversations are temporary. The agent doesn't permanently store
your chat history.





Troubleshooting









Problem
What to do


I can't find the agent in Teams
Ask your Teams admin to deploy it. You may need
Developer Preview enabled (Settings &gt; About &gt; Developer
Preview).


The Connect to Zendesk button doesn't work
Verify your subdomain is correct. Try /logout
your-subdomain, then /login
your-subdomain.


I'm receiving an authentication error
Your session may have expired. Type /login
your-subdomain to reconnect.


I can't see certain tickets
The agent shows only what your Zendesk account can
access. End users see their own tickets only.


An action isn't allowed
Some actions are role restricted. End users can't
update tickets, and agents can't delete or merge them.


Responses are slow
Complex queries that involve searching and processing
multiple items may take a few seconds.


I want to use multiple Zendesk accounts
Type /login other-subdomain to add
another. Use /login to see all connections.






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