Using the Zendesk agent in Microsoft 365 Copilot

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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Manage support requests directly in Microsoft 365 Copilot. Search help center articles, create, view, and update tickets without switching apps. Use conversational AI to find answers or initiate ticket creation. Track and modify your tickets, adding comments or marking them as solved. This integration streamlines your workflow, keeping everything in one place.</p>
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<p class="p">The Zendesk agent for Copilot lets you manage your support requests directly in Microsoft
365. Search help center articles or create, view, and update your tickets without
switching applications.</p>
<p class="p">Admins can refer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9958422946842" target="_blank">Setting up the Zendesk agent for Microsoft 365 Copilot</a> for
details on setting up the Zendesk agent. 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_int_use__ul_kly_wkw_q2c">
<li class="li"><a class="xref" href="#topic_l2s_fdn_3hc">Opening the Zendesk agent</a></li>
<li class="li"><a class="xref" href="#topic_bfp_d1n_3hc">Searching help center articles</a></li>
<li class="li"><a class="xref" href="#topic_a2l_k1n_3hc">Creating tickets</a></li>
<li class="li"><a class="xref" href="#topic_gvp_s1n_3hc">Viewing and updating your tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l2s_fdn_3hc">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Zendesk agent</h2>
<div class="body">
<p class="p">You can find the Zendesk agent in the Microsoft 365 Copilot agents list. </p>
<p class="p"><strong class="ph b">To open the Zendesk agent</strong></p>
<ol class="ol" id="topic_l2s_fdn_3hc__ol_iyv_jdn_3hc">
<li class="li">Sign in to your Microsoft 365 account.</li>
<li class="li">Open Copilot from a Microsoft app such as Teams or Outlook.</li>
<li class="li">Click <strong class="ph b">Zendesk Agent</strong> from the Agents list.<p class="p"><img class="image img-screenshot" id="topic_l2s_fdn_3hc__image_ls1_5d1_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_agent.png" width="200"></p>
</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bfp_d1n_3hc">
<h2 class="title topictitle2" id="ariaid-title3">Searching help center articles</h2>
<div class="body">
<p class="p">If your Zendesk admin has activated help center search for the Zendesk agent, you can
search help center articles by typing a phrase or question.</p>
<p class="p">Copilot's AI understands context and intent, allowing for conversational, intuitive
interaction. You can use different phrases and commands to find articles, such as
"how do I request a software license?" or "time off policy."</p>
<p class="p"><strong class="ph b">To search help center articles</strong></p>
<ol class="ol" id="topic_bfp_d1n_3hc__ol_un3_42n_3hc">
<li class="li">
<a class="xref" href="#topic_l2s_fdn_3hc">Open the Zendesk
agent</a>.</li>
<li class="li">In the Copilot chat that appears, type a question or phrase using keywords
related to your inquiry, then press <strong class="ph b">Enter</strong>.<p class="p"><img class="image img-screenshot" id="topic_bfp_d1n_3hc__image_bfb_pfn_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_search.png" width="500"></p>
</li>
<li class="li">Review the help center articles recommended by the Zendesk agent.<p class="p"><img class="image img-screenshot" id="topic_bfp_d1n_3hc__image_tj5_cgn_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_search2.png" width="500"></p>
</li>
<li class="li">If you didn't find an answer, type another question, or <a class="xref" href="#topic_a2l_k1n_3hc">create a ticket</a>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_a2l_k1n_3hc">
<h2 class="title topictitle2" id="ariaid-title4">Creating tickets</h2>
<div class="body">
<p class="p">If your admin has activated ticket creation capabilities for the Zendesk agent, you
can create support tickets in Microsoft 365.</p>
<div class="note tip" id="topic_a2l_k1n_3hc__note_p1y_2mn_3hc">
<span class="tiptitle">Tip:</span> Try <a class="xref" href="#topic_bfp_d1n_3hc">searching help center articles</a> before creating a ticket. If you don't
find an answer in an article, the Zendesk agent can create a ticket for you and
prefill it with your request.</div>
<p class="p"><strong class="ph b">To create a ticket</strong></p>
<ol class="ol" id="topic_a2l_k1n_3hc__ol_vhs_4gn_3hc">
<li class="li">
<a class="xref" href="#topic_l2s_fdn_3hc">Open the Zendesk
agent</a>.</li>
<li class="li">In the Copilot chat that appears, type a phrase such as <strong class="ph b">Create a ticket</strong>,
then press <strong class="ph b">Enter</strong>.<p class="p">The Create Support Ticket form opens. If you engaged
with the Zendesk agent before creating the ticket, the agent prefills the
form with details from your conversation.</p>
<p class="p"><img class="image img-screenshot" id="topic_a2l_k1n_3hc__image_bvr_3hn_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_create_ticket2.png" width="500"></p>
</li>
<li class="li">Update the ticket subject, description, or priority if needed. </li>
<li class="li">Click <strong class="ph b">Create Ticket</strong>.<p class="p">A success message appears with the ticket
information, including the ticket ID.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_gvp_s1n_3hc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing and updating your tickets</h2>
<div class="body">
<p class="p">If your admin has activated features within the Zendesk agent to view and manage your
tickets, you can track and update your Support requests in Microsoft 365. You can
only view and modify tickets that you have created.</p>
<p class="p"><strong class="ph b">To view and update your tickets</strong></p>
<ol class="ol" id="topic_gvp_s1n_3hc__ol_y2q_bjn_3hc">
<li class="li">
<a class="xref" href="#topic_l2s_fdn_3hc">Open the Zendesk
agent</a>.</li>
<li class="li">In the Copilot chat that appears, type a phrase requesting to see your tickets,
then press <strong class="ph b">Enter</strong>.<p class="p">You can use phrases such as <strong class="ph b">show me my tickets</strong>
or <strong class="ph b">find ticket ID 57</strong>.</p>
<p class="p">The Zendesk agent lists your
tickets.</p>
<p class="p"><img class="image img-screenshot" id="topic_gvp_s1n_3hc__image_z2q_bjn_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_show_tickets.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">View Details</strong>.<p class="p"><img class="image img-screenshot" id="topic_gvp_s1n_3hc__image_msm_c5n_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_int_ticket_details2.png" width="300"></p>
</li>
<li class="li">Click an option to take action on the ticket: <ul class="ul" id="topic_gvp_s1n_3hc__ul_r2v_f5n_3hc">
<li class="li">
<strong class="ph b">Comment</strong> to add a public comment</li>
<li class="li">
<strong class="ph b">Mark as Solved</strong> to solve the ticket</li>
<li class="li">
<strong class="ph b">Open in Zendesk</strong> to sign in to Zendesk to view the ticket</li>
</ul>
</li>
</ol>
</div>
</div>
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