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Copilot Studio How to use Zendesk with Copilot Studio
You want Zendesk inside Copilot Studio so it can triage an incoming ticket queue, find answers for recurring support issues, prepare ticket replies for review, and close resolved support tickets — without you copy-pasting between tabs. Here is the whole setup, once.
Create your Zendesk gateway
The gateway is the thing Copilot Studio connects to, and it is where you decide which Zendesk tools an agent may use. You create it once and every client reuses it.
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Create an Arcade account
Sign up and open the dashboard. The free tier is enough to follow this through.
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Create an MCP Gateway and select your Zendesk tools
In the dashboard, create a gateway and pick the Zendesk tools you want to expose. The gateway is what your client connects to, and it is where tool access is decided.
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Copy your gateway URL
Every client below needs it.
https://api.arcade.dev/mcp/<YOUR-GATEWAY-SLUG>
Connect the gateway to Copilot Studio
Needs a Microsoft 365 subscription with access to Copilot Studio, plus an Arcade API key.
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Add an MCP tool to your agent
In Copilot Studio, open your agent → Tools → Add a tool → Model Context Protocol → New tool.
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Point it at your gateway
Give the server a name and description, put your gateway URL in Server URL, set Authentication to OAuth 2.0 and Type to Dynamic discovery.
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Authorize and try it out
Saving redirects you to Arcade to approve access. Then start a conversation and use your Zendesk tools — Arcade authorizes each service just in time.
Full Copilot Studio guide in the docs steps verified 2026-08-13
Get started with these Zendesk prompts
Copilot Studio can now act on your Zendesk account. Click a prompt to copy it.
Use tool permissions to let an agent read tickets and search articles without giving it permission to change ticket records. Pair it with Contextual Access policies so comments and ticket resolution require approval.
