The Zendesk Support Assistant for Microsoft 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more — all without leaving Teams.

What's my plan?
All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus
Support Team, Professional, or Enterprise

Summary: ◀▼

You can manage support tickets, browse help center articles, and track IT assets directly within Microsoft Teams using the Support Assistant app. It respects your Zendesk permissions, supports plain language commands for tasks like ticket updates and asset management, and keeps your data secure. The app also allows connecting multiple Zendesk accounts and offers troubleshooting tips for common issues.

The Zendesk Support Assistant for Microsoft 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more — all without leaving Teams.

For more information on searching, adding, and managing apps in Teams, see the Microsoft 365 documentation.

This article includes the following topics:
  • Installing the app and connecting your Zendesk account
  • Understanding app permissions
  • Understanding how to use plain language and commands in the app
  • About data privacy
  • Troubleshooting

Installing the app and connecting your Zendesk account

To get started, install the Zendesk Support Assistant app in Teams, then connect your Zendesk account.

Installing the app

  1. Open Microsoft Teams.
  2. Click the Apps icon in the sidebar.
  3. Search for Zendesk Support Assistant in the Apps search bar, then click the app when it appears in the search results.
  4. Click Add.

A welcome message appears with additional information about the app.

Connecting your Zendesk account

  1. In Microsoft Teams, open the Zendesk Support Assistant app.
  2. Type /login your-subdomain.

    For example, type /login acme if your Zendesk URL is acme.zendesk.com.

    A card appears with a Connect to Zendesk button.

  3. Click Connect to Zendesk and authorize access on the Zendesk page.

    You are redirected back to Teams. You are now connected.

  4. Check or change your connection, if required:
    • Type /login with no subdomain to see which accounts are connected.
    • Type /login other-subdomain to connect to a different Zendesk account.
    • Type /logout your-subdomain to disconnect an account.

Understanding app permissions

The app respects the Zendesk permissions of the signed-in user. The table below lists the app permissions for standard user roles in Zendesk Support.

On Enterprise plans and above, the user's custom role permissions apply. For example, agents in a custom role with permission to merge tickets in Zendesk will be permitted to do so in the app.

Capability End user Agent Admin
View and search your own tickets Yes Yes Yes
Create tickets Yes Yes Yes
Comment on your tickets Yes Yes Yes
Browse help center articles Yes Yes Yes
View and manage all tickets — Yes Yes
Update ticket properties (status, priority, assignee) — Yes Yes
Use views and macros — Yes Yes
Manage IT assets — Yes Yes
Look up any user or organization — Yes Yes
Delete or merge tickets — — Yes

Understanding how to use plain language and commands in the app

You can use plain language and commands in the Zendesk Support Assistant app.

Plain language lets users describe what they want in everyday words, like “list tickets in the Support group,” while commands are more structured instructions. Plain language is easier for most people to learn and feels more natural, while commands are faster and more precise for users who know them well. In general, use plain language for accessibility and ease of use.

Plain language tips and examples

This section provides tips and examples of common ways plain language is used in the Zendesk Support Assistant.

Tips for best results

  • Be specific. For example, “show open high-priority tickets assigned to me” works better than “show tickets.”
  • Use ticket numbers when you know them. For example: "What's the status of #54321?"
  • Ask follow-up questions. The agent remembers context within a conversation, so you can say “now change that ticket's priority to high” without repeating the ticket number.
  • Use the cards. Ticket cards have dropdowns and buttons — it is often faster to use these than typing an update command.
  • Multi-step requests work. For example, “find tickets about billing and add a note to the first one” is a valid request.

Examples

Working with tickets

  • “Show me ticket #12345”

  • “What are my open tickets?”

  • “Search for tickets about password reset”

  • “Create a ticket about VPN not working, priority high”

  • “Add a comment to ticket #12345 saying we're looking into it”

  • “Change ticket #12345 to pending”

  • “Show tickets assigned to jane@company.com”

  • “What's the SLA status on ticket #12345?”

When tickets are displayed, they appear as interactive cards where you can do the following:

  • Click the ticket number to open it in Zendesk

  • Change the priority or status using drop-down menus

  • Add a comment (public or internal note) directly from the card

  • Click Update ticket to apply your changes

Browsing the help center

  • “Search help center for password reset instructions”

  • “Show me article #12345”

  • “What categories are in the help center?”

  • “Suggest articles for a customer who can't sign in”

Managing IT assets

  • “List all IT assets”

  • “Show me asset #456”

  • “Create an asset: MacBook Pro, type Laptop, assigned to john@company.com”

  • “What assets does jane@company.com have?”

  • “Delete asset #789”

Using views and macros

  • “Show my views”

  • “List tickets in the Urgent Escalations view”

  • “What macros are available?”

  • “Apply the Close and Redirect macro to ticket #12345”

Looking up users and organizations

  • “Find user jane@company.com”

  • “Search for users named John”

  • “Show organization Acme Corp”

  • “List tickets for organization #789”

Available commands

The following commands are available when using Zendesk Support Assistant app in Teams.

Command What it does
/login your-subdomain

For example, type /login acme if your Zendesk URL is acme.zendesk.com.

 Connect to a Zendesk account, or check the connection status
/logout your-subdomain

For example, type /logout acme if your Zendesk URL is acme.zendesk.com.

 Disconnect a Zendesk account
/help Show available commands and capabilities
/feedback [text] Report an issue with an AI response

About data privacy

  • Your credentials are managed securely. OAuth tokens are handled by Zendesk and are never stored in the agent itself.

  • The agent uses your permissions. It can only access what your Zendesk account has access to.

  • Your data stays within Zendesk. Messages are processed by Zendesk's internal AI services and don't leave Zendesk's infrastructure.

  • There's no training on your data. Your conversations and ticket data aren't used to train AI models.

  • Conversations are temporary. The agent doesn't permanently store your chat history.

Troubleshooting

Problem What to do
I can't find the agent in Teams Ask your Teams admin to deploy it. You may need Developer Preview enabled (Settings > About > Developer Preview).
The Connect to Zendesk button doesn't work Verify your subdomain is correct. Try /logout your-subdomain, then /login your-subdomain.
I'm receiving an authentication error Your session may have expired. Type /login your-subdomain to reconnect.
I can't see certain tickets The agent shows only what your Zendesk account can access. End users see their own tickets only.
An action isn't allowed Some actions are role restricted. End users can't update tickets, and agents can't delete or merge them.
Responses are slow Complex queries that involve searching and processing multiple items may take a few seconds.
I want to use multiple Zendesk accounts Type /login other-subdomain to add another. Use /login to see all connections.
Powered by Zendesk