{"id":35403,"date":"2026-02-27T09:42:14","date_gmt":"2026-02-27T09:42:14","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=35403"},"modified":"2026-03-18T18:29:24","modified_gmt":"2026-03-18T18:29:24","slug":"configure-desk365-connector-in-microsoft-copilot-studio","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/configure-desk365-connector-in-microsoft-copilot-studio\/","title":{"rendered":"Configure the Desk365 Connector in Microsoft Copilot Studio"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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You can configure the Desk365 connector in Microsoft Copilot Studio to enable users to manage helpdesk tickets within Microsoft Teams or Microsoft 365 Copilot experiences.<\/span>\u00a0<\/span><\/p>

With this setup, users can retrieve tickets or create new ones using natural language \u2014 without leaving Teams.<\/span>\u00a0<\/span><\/p>

This guide walks you through the complete setup process.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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What you can do with the integration <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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After\u00a0configuring and\u00a0publishing your\u00a0agent in Microsoft\u00a0Copilot\u00a0Studio, users can:<\/span>\u00a0<\/span><\/p>

  • Retrieve tickets from Desk365<\/span>\u00a0<\/span><\/li>
  • Create new tickets<\/span>\u00a0<\/span><\/li>
  • Interact with Desk365 using natural language in Teams<\/span>\u00a0<\/span><\/li><\/ul>

    Currently available Desk365 actions\u00a0include:<\/span>\u00a0<\/span><\/p>

    • Get all tickets<\/span>\u00a0<\/span><\/li>
    • Create a ticket\u00a0<\/span>\u00a0<\/span><\/li><\/ul>

      Before you begin, make sure:<\/span>\u00a0<\/span><\/p>

      • You have access to Microsoft Copilot Studio<\/span>\u00a0<\/span><\/li>
      • You have permission to create and publish agents<\/span>\u00a0<\/span><\/li>
      • You have an active Desk365 account\u00a0<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Step-by-step setup <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        • Log in to your Microsoft 365 environment and open Microsoft Copilot Studio.\u00a0You\u2019ll\u00a0see the Agents dashboard.<\/span>\u00a0<\/span><\/li>
        • Click + New agent<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-new-agent-in-copilot-studio\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          • Inside your agent, go to the Tools section<\/span>\u00a0<\/span><\/li>
          • In the search bar, type Desk365<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"microsoft-copilot-tools-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            • Select the Desk365 connector<\/span>\u00a0<\/span><\/li>
            • You\u2019ll\u00a0now see the available actions. Choose the actions you want to add:<\/span>\u00a0
              <\/span>– Get all tickets:<\/strong>\u00a0Allows users to retrieve tickets from Desk365.<\/span>\u00a0
              <\/span>– Create a ticket:<\/strong> Allows users to create new tickets in Desk365.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"get-all-tickets-desk365-tool\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              • After adding and configuring the Desk365 actions,\u00a0click\u00a0publish.<\/span>\u00a0<\/span><\/li>
              • Choose where you want the agent to be available – Microsoft Teams or Microsoft 365 Copilot<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"choosing-where-the-desk365-agent-has-to-be-made-available\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                • Once published, open Microsoft Teams, access your newly published<\/span>\u00a0<\/span>agent<\/span><\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"accessing-desk365-agent-in-microsoft-teams\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  • Start interacting using natural language. Example prompts include:
                    <\/span>– \u201cShow me all open tickets.\u201d
                    – \u201cCreate a ticket for printer not working.\u201d
                    – \u201cGet all tickets created today.\u201d\u00a0<\/span><\/li><\/ul>

                    The agent\u00a0will automatically use the Desk365 connector actions to complete these tasks.\u00a0<\/span>\u00a0<\/span><\/p>

                    If you need assistance setting up the Desk365 connector in Microsoft Copilot Studio, our support team is here to help.<\/span>\u00a0<\/span>Reach out anytime and\u00a0we\u2019ll\u00a0guide you through the process.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":18745,"menu_order":11,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-35403","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/35403","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=35403"}],"version-history":[{"count":13,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/35403\/revisions"}],"predecessor-version":[{"id":36224,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/35403\/revisions\/36224"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18745"}],"next":[{"title":"Integrate Desk365 with Power BI","link":"https:\/\/help.desk365.io\/en\/articles\/integrate-desk365-with-power-bi\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29509"}],"prev":[{"title":"Integrate Desk365 with MS Planner","link":"https:\/\/help.desk365.io\/en\/articles\/integrate-desk365-with-ms-planner\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/25654"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=35403"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=35403"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}