Using the Zendesk agent in Microsoft 365 Copilot

Verified AI summary ◀▼
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.


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.
Admins can refer to Setting up the Zendesk agent for Microsoft 365 Copilot for
details on setting up the Zendesk agent. For more information on Copilot, see the Microsoft 365 Copilot documentation.
This article includes the following topics:
Opening the Zendesk agent
Searching help center articles
Creating tickets
Viewing and updating your tickets




Opening the Zendesk agent

You can find the Zendesk agent in the Microsoft 365 Copilot agents list.
To open the Zendesk agent

Sign in to your Microsoft 365 account.
Open Copilot from a Microsoft app such as Teams or Outlook.
Click Zendesk Agent from the Agents list.





Searching help center articles

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.
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."
To search help center articles


Open the Zendesk
agent.
In the Copilot chat that appears, type a question or phrase using keywords
related to your inquiry, then press Enter.

Review the help center articles recommended by the Zendesk agent.

If you didn't find an answer, type another question, or create a ticket.




Creating tickets

If your admin has activated ticket creation capabilities for the Zendesk agent, you
can create support tickets in Microsoft 365.

Tip: Try searching help center articles 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.
To create a ticket


Open the Zendesk
agent.
In the Copilot chat that appears, type a phrase such as Create a ticket,
then press Enter. 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.


Update the ticket subject, description, or priority if needed.
Click Create Ticket. A success message appears with the ticket
information, including the ticket ID.





Viewing and updating your tickets

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.
To view and update your tickets


Open the Zendesk
agent.
In the Copilot chat that appears, type a phrase requesting to see your tickets,
then press Enter. You can use phrases such as show me my tickets
or find ticket ID 57.
The Zendesk agent lists your
tickets.


Click View Details.

Click an option to take action on the ticket:

Comment to add a public comment

Mark as Solved to solve the ticket

Open in Zendesk to sign in to Zendesk to view the ticket





{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9958331458458",
"url": "https://support.zendesk.com/hc/en-us/articles/9958331458458-Using-the-Zendesk-agent-in-Microsoft-365-Copilot",
"headline": "Using the Zendesk agent in Microsoft 365 Copilot",
"description": "You can manage support requests by searching help center articles, creating, viewing, and updating tickets directly within Microsoft 365 Copilot without switching applications.",
"articleSection": "More integrations",
"datePublished": "2025-11-17T20:08:54+00:00",
"dateModified": "2025-12-03T18:17:38+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9958331458458"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}
//
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);