Thursday, January 15, 2026
Zendesk has expanded its long-standing partnership with Microsoft by introducing two major integrations designed to embed Zendesk’s AI powered service capabilities directly into Microsoft’s AI ecosystem. With the launch of Microsoft Agent 365 and Zendesk Agent for Microsoft 365 Copilot, organizations can now access intelligent, secure, and seamless support workflows within the Microsoft 365 applications employees rely on daily.
As a launch partner for Microsoft Agent 365, Zendesk is helping redefine how AI-driven support functions operate inside Microsoft’s trusted environment. Agent 365 serves as a secure and autonomous platform that effectively manages Zendesk AI agents. It uses Microsoft’s enterprise-grade compliance and security frameworks to autonomously handle Zendesk tickets, access organizational knowledge bases, and maintain uninterrupted communication between support teams and Microsoft 365 users. This allows employees to receive faster, AI-enabled assistance without switching between platforms.
The second integration, Zendesk Agent for Microsoft 365 Copilot, embeds Zendesk’s support tools directly into Microsoft 365 apps. Through this, employees can submit new support tickets, check progress, add relevant information, or escalate issues—everything from within the applications they are already working in. This eliminates workflow interruptions and boosts overall productivity across departments.
Craig Flower, Zendesk’s Chief Information Officer, emphasized the significance of this development, stating, “Our collaboration with Microsoft on Agent 365 and Zendesk Agent for Microsoft 365 Copilot is a pivotal moment for Zendesk. This collaboration not only solidifies our position as a leader in enterprise AI automation but also ensures that Zendesk remains at the forefront of the evolving digital worker landscape. By integrating with Agent 365 and Microsoft 365 Copilot, we are empowering our customers with both autonomous and streamlined support capabilities, optimizing operations, and ultimately delivering a more efficient and reliable employee experience within Microsoft 365.”
As employee service needs continue to evolve, departments like IT, HR, and Finance face growing pressure to deliver more personalized, rapid support despite limited resources. Zendesk is addressing these challenges through its AI-powered Resolution Platform, which now integrates directly with both Agent 365 and Microsoft 365 Copilot. This unified setup allows teams to reduce operational complexity, speed up resolutions, and deliver consistent, high-quality support experiences at scale.
Together, Agent 365 and Zendesk Agent for Microsoft 365 Copilot introduce multiple advantages. Teams gain faster resolution times and improved productivity because support tools are embedded in everyday applications. Organizations also benefit from secure and compliant AI assistant management, supported by Microsoft’s governance frameworks. Additionally, enhanced visibility through auditable workflows ensures sensitive data remains protected while allowing IT, HR, and Finance teams to efficiently scale their AI services.
Srini Raghavan, Corporate Vice President of Microsoft Copilot and Agent Ecosystem, highlighted the significance of the partnership, noting, “AI is transforming how organizations deliver employee service, and Microsoft’s collaboration with Zendesk is leading that change by enabling a new era of intelligent support. We’re combining the power of Microsoft 365 Copilot’s intelligence with Zendesk’s modern service platform, enabling employees to resolve IT, HR, and Finance issues seamlessly within the tools they use every day.”
Together, these integrations position Zendesk and Microsoft as key enablers of the next generation of AI-powered employee service experiences.
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