ServiceDesk Plus Cloud Agent in Copilot Studio 

Overview  

If your organization uses Microsoft Copilot Studio to build custom AI agents, you can connect ServiceDesk Plus Cloud to those agents using the Model Context Protocol (MCP). Once connected, end users can interact with ServiceDesk Plus Cloud directly from within Microsoft Teams or any other channel where the Copilot agent is deployed to create requests, search solutions, and retrieve request details without leaving their workspace.

This integration works by creating an MCP server in Zoho MCP, configuring it with the ServiceDesk Plus Cloud tools your agent needs, and then adding that server as a tool inside Copilot Studio.

What you can do after setup:

• Create and update requests from within the Copilot agent

• Search for solutions from the ServiceDesk Plus Cloud knowledge base

• Retrieve request details, notes, and status updates

• Add notes to existing requests

Prerequisites:

• Administrator access to your ServiceDesk Plus Cloud portal

• Access to Zoho MCP (mcp.zoho.com or the appropriate data center URL). Learn here to create and configure MCP Server. 

• Access to Microsoft Copilot Studio (copilotstudio.microsoft.com)

• An existing Copilot agent to add the tool to, or the ability to create a new one

 

 

---

Add ServiceDesk Plus Cloud as a tool in Copilot Studio  

• Go to copilotstudio.microsoft.com and open the agent you want to configure, or create a new agent.

• In the agent configuration, select the Tools tab.

• Click + Add a tool.

• In the Add tool dialog, select Model Context Protocol under Create new.

• In the Add a Model Context Protocol server form, enter the following details:

• Server name — enter a name for the tool. For example: ServiceDesk Plus Cloud

• Server description — add a brief description of what the tool does based on the operations you selected

• Server URL — paste the streamable HTTP URL copied from Zoho MCP

• Authentication — select OAuth 2.0, then set Type to Dynamic discovery

• Click Create.

• Once the tool is created, the tool details page opens. In the Details section, click Create new connection under the Connection field.

Connect your ServiceDesk Plus Cloud account  

• Complete the OAuth flow to sign in and connect your ServiceDesk Plus Cloud account.
• When prompted, review the permissions Zoho MCP is requesting — these include access to your ServiceDesk Plus requests, solutions, assets, settings, and other modules based on the tools you selected. Click Allow to grant access.

• A second consent screen from Zoho confirms the permissions MCP requires for ServiceDesk Plus. Click Accept to complete the connection.

Test the agent  

• After the connection is established, open the Test panel in Copilot Studio to verify that the ServiceDesk Plus Cloud tools are accessible.
• If the agent prompts you to connect via a connection manager link, open the connection manager, connect the ServiceDesk Plus Cloud connection to the agent, and retry the operation.

---

Publishing and deploying the agent  

Once testing is complete, publish and deploy the agent to Copilot and Microsoft Teams based on your organization's requirements.

For detailed steps on publishing and deploying from Copilot Studio, refer to the Microsoft documentation.

After deployment, end users can access the agent directly from the Agents panel in Microsoft Teams and interact with ServiceDesk Plus Cloud using natural language, for example, creating a new request for a laptop by simply typing the request in the chat.