Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
You can sync your Zendesk WFM schedule and view your intraday schedule within your Google Calendar.
Only Zendesk WFM's intraday schedule is synced into your Google Calendar. The schedule follows the timezone set within Google Calendar and Zendesk WFM syncs only with the primary calendar.
This article contains the following sections:
- Activating and deactivating Google Calendar for Zendesk WFM
- Syncing Zendesk WFM with Google Calendar
- Disconnecting Google Calendar for agents
Activating and deactivating Google Calendar for Zendesk WFM
To activate the Google Calendar integration for Zendesk WFM
- Hover over the admin icon, then select Integrations.
- Toggle the Google Calendar integration on or off.
- If you're deactivating the integration, click Deactivate integration.
- Refresh Zendesk after the integration is activated or deactivated.
Syncing Zendesk WFM with Google Calendar
After activating the Google Calendar integration, you can view the Google Calendar icon within the Zendesk WFM schedule app in Zendesk.
To sync your Google Calendar with Zendesk WFM
- In Zendesk Support, click the Zendesk WFM icon in the sidebar.
- Click the Google Calendar icon.
- Click Connect.
You're redirected to select which Google account you want to connect with Zendesk WFM. Make sure to choose the email that's associated with Zendesk WFM. - Click Allow.
When signing in to your Google account, you must allow Zendesk to “See, edit, share, and permanently delete all the calendars you can access using Google Calendar” for the sync to work.
- To confirm that the integration is connected, click the Google Integration icon again. Also, refresh your Google Calendar to view your intraday schedule.
All events synced from Zendesk WFM to Google Calendar have the default status set as Free.
During the initial synchronization from WFM to Google Calendar, schedule-related events will be synchronized for up to 90 days into the future. All accepted time off will be synchronized, even if it extends beyond 90 days.
Disconnecting Google Calendar for agents
To disconnect Google Calendar from your schedule
- In Zendesk, click the Zendesk WFM icon in the sidebar.
- Click the Google Calendar icon.
- Click Disconnect.
- Refresh your Google Calendar.
After disconnecting Google Calendar, your Zendesk WFM schedule is gradually removed from your calendar. It may take up to a few minutes to be fully removed.
7 comments
Maggie
Colleen Hall If an agent's Out of Office status syncs from their Google Calendar to Tymeshift, does this affect their assigned tickets if an end-user responses while they are out? Meaning is the Out of Office agent unassigned from the ticket when the response is received?
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Rita Goncalves
Hi Maggie! Currently, the Google Calendar integration only syncs events from Tymeshift to Google Calendar (one-way sync). Thus, since we don't import Google Calendar's events to the Tymeshift schedule, it's not impacted by them.
Don't hesitate to reach out if you have any further questions!
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Maggie
Rita Goncalves When an agent is marked as Out of Office in Tymeshift, do their tickets unassign for tickets that are re-opened? If not, do you know of any solutions to unassign tickets from out of office agents?
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Hiedi Kysther
Hi Maggie,
If you'd like to reassign the open tickets of OOO Agents, you may use the Out of Office App as outlined in this article: When an agent is out of office, how can I reassign their open tickets?
Hope this helps!
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Satish Naidu S.V
Hi, When can we expect the Google calendar feature to sync two ways?
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Jahn
+1 to Satish Naidu S.V - Tymeshift to Google Calendar works great but what we need is Google Calendar to Tymeshift integration.
Is this in the Zendesk roadmap already Colleen Hall Hiedi Kysther?
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Maggie
+1 Jahn
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