513279 – Microsoft Copilot (Microsoft 365): [Copilot Extensibility] Customers can connect M365 Copilot with Zendesk Help Center to retrieve support articles and FAQs with Copilot Connector

Product:

Copilot

Platform:

Web, World tenant

Status:

In development

Change type:

Links:

Details:

Customers can connect M365 Copilot with Zendesk Help Center to retrieve support articles and FAQs with Copilot Connector

Change Category:
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Scope:
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Release Phase:
General Availability

Created:
2025-10-14

updated:
2025-10-14

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

Integration Issues
If the integration between M365 Copilot and Zendesk Help Center is implemented without proper preparation, it may lead to data retrieval failures, resulting in users being unable to access necessary support articles and FAQs.
   - roles: Support Staff, End Users
   - references: https://www.microsoft.com/en-us/microsoft-365/blog/2023/10/01/introducing-microsoft-365-copilot-in-zendesk-help-center/

User Experience Degradation
Without adequate preparation, users may experience delays or errors in retrieving information, leading to frustration and decreased productivity as they rely on Copilot for support.
   - roles: End Users, IT Support
   - references: https://www.zendesk.com/blog/introducing-copilot-integration/

Configutation Options**

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explanation for non-techies**

Microsoft has introduced a new feature that allows users to connect Microsoft 365 Copilot with the Zendesk Help Center. This connection is made possible through something called the Copilot Connector. Think of it like adding a new app to your smartphone that helps it do more things. In this case, the "app" is the Copilot Connector, and it allows Microsoft 365 Copilot to access and retrieve support articles and FAQs from Zendesk.

Imagine you have a personal assistant who is great at organizing your calendar and sending emails. Now, you give this assistant access to a library full of helpful books and guides. Suddenly, your assistant can not only manage your schedule but also answer questions by quickly looking up information in that library. This is similar to what happens when you connect Microsoft 365 Copilot with Zendesk Help Center. The Copilot can now pull information from Zendesk to help answer questions or provide support more efficiently.

This integration is designed to streamline the process of finding and using support information. For businesses, it means that employees can get the answers they need faster, without having to search through multiple systems. It’s like having a one-stop shop for all your support needs, right within the tools you already use every day. This can lead to increased productivity and a smoother workflow, as employees spend less time searching for information and more time focusing on their tasks.