Differences between the Microsoft integrations in Zendesk

Zendesk offers two Microsoft integrations that can look similar at first glance. However, these apps are built for distinct Microsoft experiences and different support workflows.

  1. Zendesk Support Assistant for Microsoft Agent 365 focuses on support agents and broader support workflows within Microsoft Teams
  2. Zendesk agent for Microsoft 365 Copilot focuses on users managing their own support requests within Microsoft 365 Copilot in Teams and Outlook

Experience differences between the two Microsoft integrations

The two integrations differ in where they work and how users access them.

Zendesk Support Assistant for Microsoft Agent 365 availability

  • Available options list only Microsoft Teams
  • Brings the Zendesk Agent Workspace into Teams
  • Users can work with Zendesk without leaving Teams

Zendesk agent for Microsoft 365 Copilot availability

  • Available in both Microsoft Teams and Outlook
  • Brings the Zendesk experience into Microsoft 365 Copilot in Teams and Outlook
  • Users can access the Zendesk agent from the Copilot agents list in Teams or Outlook
  • Users can work with Zendesk without leaving Teams or Outlook

Intended workflows and use case comparison

The two integrations also differ in the type of work they support.

Support Assistant for Microsoft Agent 365 use cases

Use the Support Assistant for Microsoft Agent 365 when you want a more complete Zendesk support workflow in Microsoft Teams only.

To perform user tasks:

  • Search and manage tickets
  • Create tickets
  • Add public or private comments
  • Browse help center articles
  • Manage IT assets
  • Work with views and macros
  • Look up users and organizations
  • Use plain language requests and slash commands

This integration is the better fit when you want a broader Zendesk support experience inside Teams and want the experience to respect Zendesk role permissions for different user types.

Zendesk agent for Microsoft 365 Copilot use cases

Use the Zendesk agent for Microsoft 365 Copilot when you want Zendesk support capabilities inside Microsoft 365 Copilot in Teams and Outlook.

To perform user tasks:

  • Search help center articles
  • Create Zendesk tickets
  • Add public ticket comments
  • View tickets they created
  • Update tickets they created
  • Resolve tickets they created

This integration is the better fit when you want Zendesk support features embedded in Copilot and only need help center search and management of their own support requests.

Differences in setup and administration

The two integrations also differ in how admins set them up and how users access them.

Zendesk Support Assistant for Microsoft Agent 365 set up

  • Users install the app in Microsoft Teams
  • Users connect their Zendesk account using a /login command
  • The app supports /logout, /help, and /feedback
  • Access is governed by Zendesk permissions
  • The app is designed to be used directly by end users, agents, and admins depending on permissions

Zendesk agent for Microsoft 365 Copilot set up

  • Admins set up the integration in Admin Center
  • Admins connect the Microsoft account
  • Admins can turn on or turn off individual features
  • A Microsoft 365 admin must also allow users to install and use the Zendesk agent
  • Multiple Microsoft account connections are supported
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