Zendesk and Microsoft 365 with a New Era

San Francisco, November 18, 2025 – Zendesk has strengthened its leadership in AI-driven service by expanding its long-term partnership with Microsoft. Zendesk services are now integrated into the Microsoft 365 ecosystem through two new integrations: Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot. These integrations deliver seamless, secure, and intelligent service experiences within the Microsoft 365 tools that employees use every day.

Microsoft Agent 365: As a launch partner for Microsoft Agent 365, Zendesk provides a secure and autonomous platform that manages Zendesk AI assistants within the Microsoft environment. Utilizing Microsoft's security and compliance tools, Agent 365 autonomously manages Zendesk support requests, provides access to information pools, and maintains seamless communication between Microsoft 365 users and support teams.

Zendesk Agent for Microsoft 365 Copilot: This integration allows employees to submit support requests, check statuses, add notes, and escalate issues—all without leaving their existing workflows.

Craig Flower, Senior Vice President of Information Technology at Zendesk, said, "Our collaboration on Agent 365 and Zendesk Agent for Microsoft 365 Copilot marks an important milestone for Zendesk. This partnership reinforces our leadership in enterprise AI automation and ensures that Zendesk remains at the forefront of the evolving digital worker environment."

The current landscape of employee service is becoming increasingly complex; IT, HR, and Finance teams are under pressure to provide faster and more personalized support amid rising demand and limited resources. Zendesk sets industry standards with its AI-powered Solution Platform. This platform seamlessly integrates with Agent 365 and Microsoft 365 Copilot, simplifying operations, producing solutions, and enabling IT, HR, and Finance teams to deliver scalable, exceptional employee experiences.

Agent 365 and Zendesk Agent for Microsoft 365 Copilot offer:

• AI-assisted support on everyday platforms, resulting in faster resolution times and higher agent productivity.
• Secure and compliant management of AI assistants within local governance frameworks.
• Increased visibility and auditable workflows, allowing IT, HR, and Finance teams to securely scale AI services while protecting sensitive information.

Srini Raghavan, Senior Vice President of Microsoft Copilot and Agency Ecosystem, said, "AI is transforming how organizations deliver employee services, and Microsoft's collaboration with Zendesk opens the door to a new era in smart support. We are merging the intelligence of Microsoft 365 Copilot with Zendesk's modern service platform."

Zendesk's Microsoft 365 Copilot integration will be available for installation via the Zendesk Marketplace starting November 21.