Syncing your Zendesk WFM schedule with Google Calendar

What's my plan?

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

1. Hover over the admin icon, then select Integrations.
2. Toggle the Google Calendar integration on or off.
   
3. If you're deactivating the integration, click Deactivate integration.
4. Refresh Zendesk after the integration is activated or deactivated.

Note: When you deactivate the Google Calendar integration, the connection between the agents' schedule and their Google Calendars isn't removed. Agents must disconnect their calendars from their schedule as well. 

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

1. In Zendesk Support, click the Zendesk WFM icon in the sidebar.
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 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.
5. 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

1. In Zendesk, click the Zendesk WFM icon in the sidebar.
2. Click the Google Calendar icon.
3. Click Disconnect.
4. 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.