Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

Hello Zoho Desk users,

We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote session at the M365 Build event, 2023.

With the addition of the LLM (Large Language Models) on the M365 platform, customer service teams will now have improved ticketing experiences as well as efficient resolution.

This will help agents analyse issues quickly, enable smooth resolution and enhance customer experiences in a systematic manner.

Image source: Microsoft blog

Some of the key features include:

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.

For any clarifications regarding this partnership, you can write to us at support@zohodesk.com or comment on this forum post and we'll have your doubts clarified.

You can further read about this partnership in Microsoft blog

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Sangeeta Priyadarshini

Sticky Posts
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions