Image source: Microsoft blog

• Search Ticket, Accounts & Contacts: Users can easily search for specific tickets, customer accounts, and contacts within the M365 Platform.  

• Create Ticket: The generative LLM technology assists in generating content for creating new support tickets, making the process more efficient and accurate.  

• Module-level Actions: The integration supports various actions at the module level.   
  

• For tickets, users can perform actions such as sending a reply, adding comments, assigning an owner, updating the status, and creating new tickets.   

• Similarly, for contacts, actions include viewing contact details and adding comments.   

• For accounts, users can view account information, add comments, and add new contacts.  

This collaboration of M365 and Zoho Desk aims to create efficient work experiences for the customer service teams and offer enhanced service experiences for the customers.