Microsoft Teams for Zendesk AI agents is an integration that can connect one or more Zendesk subdomains to multiple Teams workspaces. The integration allows you to create and deploy an employee service (ES) AI agent to any Microsoft Teams channel. The ES AI agent can answer questions in Teams based on its connected knowledge sources.
The installation adds a connection between one Zendesk account and one Microsoft Teams workspace. You cannot install the integration on a shared Microsoft Teams workspace (that is, one you have been invited to as an external user).
To install the integration, you must be a Support admin and a Microsoft 365 tenant admin. Part of the process is done in Admin Center and part of the process is done in Microsoft Teams.
To install the Microsoft Teams for Zendesk AI agents integration for employee service
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations. - Click Microsoft Teams in the list of integrations.
- Sign in to Microsoft as a Microsoft 365 tenant admin.
- Click Accept in the Microsoft consent screen to grant permission.
Next, you'll install the Zendesk AI agents app in Microsoft Teams.
- Find the Zendesk AI agent app in the Microsoft Marketplace, then click Get it now.
- Install the app in your Microsoft Teams tenant.
On install, the bot posts a welcome message that @mentions you. You can now deploy an ES AI agent to Microsoft Teams channels. See Deploying an ES AI agent to Microsoft Teams channels.
To add multiple connections, run the installation for each connection. For example, if your company uses one Teams workspace with three Zendesk accounts, run the installation three times to make these connections.