Syncing your Zendesk WFM schedule with Google Calendar

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

If an admin has activated the Google Calendar integration for Zendesk WFM, you can sync your 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 time zone set within Google Calendar and Zendesk WFM syncs only with the primary calendar.

This article contains the following topics:

• Syncing Zendesk WFM with Google Calendar
• Resyncing Google Calendar
• Disconnecting Google Calendar

Related articles:

• Viewing and managing your schedule as an agent

Syncing Zendesk WFM with Google Calendar

After the Google Calendar integration has been activated by an admin, you'll see the Google Calendar icon in the WFM schedule app in Zendesk Support.

To sync your Google Calendar with Zendesk WFM

1. In Support, click the Zendesk WFM icon () in the sidebar to access your WFM schedule.
2. Click the Google Calendar icon.

   

3. 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.

4. Click Continue.
5. Select See, edit, share, and permanently delete all the calendars you can access using Google Calendar, then click Continue.

   You must select this for the sync to work.

6. To confirm the integration is connected:
   • In Support, click the Google Calendar icon.
   • From your Google calendar, refresh the page 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, recurring schedule events are synchronized for up to 90 days into the future. All accepted time off is synchronized, even if it extends beyond 90 days.

Resyncing Google Calendar

In some cases, you may need to resync WFM with your Google calendar.

To resync WFM with your Google calendar

1. In Support, click the Zendesk WFM icon () in the sidebar to access your WFM schedule.

   If you need to resync, a message appears in the upper-right corner.

   

2. In the message, click Resync.

Disconnecting Google Calendar

When you disconnect Google Calendar, your Zendesk WFM schedule is gradually removed from your calendar. It may take up to a few minutes to be fully removed.

To disconnect Google Calendar from your schedule

1. In Support, click the Zendesk WFM icon () in the sidebar to access your WFM schedule.
2. Click the Google Calendar icon.
3. Click Disconnect.
4. Refresh your Google Calendar.