Zendesk and Microsoft 365 with a New Era

San Francisco, November 18, 2025 – Zendesk has strengthened its leadership in artificial intelligence-based services by expanding its long-term partnership with Microsoft. Now, Zendesk's services are integrated with the Microsoft 365 ecosystem through two new integration tools: Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot. These integrations provide 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 offers 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 knowledge 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 of these processes can be performed without straying from existing workflows.

Craig Flower, Zendesk's Senior Vice President of Information Technology, said, "Our collaboration on Agent 365 and Zendesk Agent for Microsoft 365 Copilot marks a significant milestone for Zendesk. This partnership reinforces our leadership in enterprise AI automation and positions Zendesk to remain at the forefront of the evolving digital workforce."

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

Agent 365 and Zendesk Agent for Microsoft 365 Copilot offer the following:

• Providing AI-assisted support on daily used platforms, resulting in faster resolution times and high agent efficiency.
• 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, Microsoft's Senior Vice President of Copilot and Agency Ecosystems, said, "AI is transforming how organizations deliver employee services, and Microsoft's collaboration with Zendesk is opening the door to a new era in intelligent support. We are combining the intelligence of Microsoft 365 Copilot with Zendesk's modern service platform."

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