IT service automation for Microsoft 365

Automate routine tasks and unlock the full potential of Microsoft 365

ZAI’s IT Service Automation for Microsoft 365 combines AI-powered automation, automated workflows and deep Microsoft integration to help organisations automate business processes, reduce manual effort and improve operational efficiency.

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Instant classification

Tickets read and categorised in real time

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Accurate routing

Matched by skill, availability & client history

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No rip-and-replace

Deploys inside your existing PSA stack

Delivered by Zenzero — Sunday Times Top 100 & Deloitte Fast 50 UK tech company

IT Service Automation for Microsoft 365

What is IT service automation for Microsoft 365?

IT service automation for Microsoft 365 uses automation tools, artificial intelligence and workflow automation to automate tasks and streamline business processes across the Microsoft ecosystem.

Using technologies such as Microsoft Power Automate, Microsoft Power Platform and AI-powered automation, organisations can automate repetitive tasks, create automated workflows and connect business applications without complex development projects.

From service requests and employee onboarding to approvals and user management, automation helps businesses work smarter while improving productivity and service delivery.

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Faster resolutions.
Better resource allocation.
Higher customer satisfaction.

Powered by intelligent classification, historical data and real-time analysis, ZAI's AI-powered triage system automatically reviews incoming tickets, identifies priority, and routes them to the right engineer every time.

About Zai

Why it matters now.

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Platform integrations

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KEY FEATURES

Powerful features.
Seamless automation.

Automate routine Microsoft 365 tasks, connect your systems and improve IT service delivery with ease.

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Microsoft Power Automate integration

Build and manage automated workflows using Microsoft Power Automate and Power Automate Desktop.

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Workflow automation

Create automated workflows for approvals, service requests, onboarding and support services across your organisation.

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Integration across existing systems

Automate processes across on-premises systems, cloud platforms and existing business applications seamlessly and efficiently.

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AI-powered automation

Leverage generative AI, intelligent automation and AI-powered decision making to automate complex processes.

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Power Platform connectivity

Connect Power Apps, Power BI, Microsoft Teams and other Microsoft services through a single automation platform.

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Reporting and insights

Monitor automation performance, productivity and operational efficiency through detailed reporting and analytics.

WHY CHOOSE ZAI

Purpose-built for MSPs.
Unlike any other tool on the market.

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Improve service desk efficiency

Manual ticket management consumes valuable engineering time. ZAI eliminates unnecessary administration, allowing your support team to focus on solving customer issues rather than triaging tickets.

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Route incoming support tickets accurately

Every ticket is matched against real-time skills, availability and customer context, ensuring requests reach the most appropriate engineer from the outset.

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Prioritise what matters most

High priority incidents and urgent requests receive immediate attention, while lower-priority tasks are organised appropriately within the queue.

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Deliver a more consistent support process

Different engineers often follow different approaches. ZAI creates a repeatable ticket triage process that applies the same standards across every ticket.

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Increase customer satisfaction

Faster routing, improved response times and quicker resolution of customer issues help deliver a better customer experience and stronger customer feedback.

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Scale without adding complexity

As support requests grow, ZAI helps allocate resources more effectively, ensuring support operations remain efficient without increasing manual workload.

Key features

Automate IT service delivery from request to resolution.

1. Processes are identified

ZAI helps organisations identify and automate repetitive tasks, manual processes and routine activities across the business. From employee onboarding and service desk support to approval processes, user provisioning, data entry, HR system workflows and project management tasks, ZAI streamlines operations, reduces manual effort and improves efficiency.

2. Automated workflows are created

Using Microsoft Power Automate and the wider Microsoft Power Platform, organisations can create automated workflows that automate processes across Microsoft 365 and connected systems.

Workflows can be built around business rules, approvals, notifications and service requests.

3. Systems and applications connect

ZAI integrates Microsoft Teams, Power Apps, Power BI, Azure Functions, Logic Apps and other business applications into a unified automation platform.

This enables automation across disparate systems, desktop apps, mobile devices, on-premises systems and cloud environments.

4. Automation executes and improves

Automated workflows handle routine tasks with minimal manual intervention, improving efficiency, reducing errors and enabling IT teams to focus on higher-value activities.

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ZAI reads the ticket before we do and puts it on the right engineer's desk first time. Our triage time has all but dissappeared."

Service Delivery Manager

London-based MSP

Integrations

Built for modern MSPs.

Unlike generic AI tools, ZAI is purpose-built for managed service providers.
There’s no rip-and-replace project required — ZAI fits into your existing setup and starts delivering value from day one.

Microsoft 365
Azure
IT Glue
PSA Systems
ERP Systems
Active Directory
Data Stores
GDAP Tenants
FAQs

You ask,
we answer.

Everything you need to know before getting started.
Still have questions? Contact us

What is Microsoft 365 automation?

Microsoft 365 automation uses tools such as Microsoft Power Automate and the Microsoft Power Platform to automate tasks, streamline business processes and reduce manual effort across Microsoft applications and services.

What types of processes can be automated?

Common examples include employee onboarding, approval processes, service desk support, user provisioning, data entry and other routine business processes. More complex automations can also integrate multiple systems and applications.

What is Microsoft Power Automate?

Microsoft Power Automate is Microsoft's workflow automation software that enables organisations to automate tasks, create automated workflows and connect applications through a low-code platform.

Can automation work across on-premises and cloud systems?

Yes. Modern business automation and robotic process automation solutions can connect Microsoft 365, on-premises environments, desktop apps and cloud applications, allowing organisations to automate processes across their entire technology estate. This enables more effective business process automation without replacing existing systems.

How does automation improve productivity?

By automating repetitive tasks and reducing manual effort, organisations can improve employee productivity, reduce operational costs and allow teams to focus on higher-value strategic work. Through business automation and intelligent workflows, teams can spend less time on administration and more time driving innovation, service improvements and business growth.

Does ZAI work with existing Microsoft tools?

Yes. ZAI integrates with Microsoft 365, Power Automate, Microsoft Teams, Power Apps, Power BI and other Microsoft services, helping organisations maximise the value of their existing technology investments. Using a user friendly interface and the capabilities available through Power Automate Discover, organisations can identify automation opportunities and deploy workflows more effectively across their Microsoft environment.

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