| Add-on | 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.
Related articles:
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
- In Support, click the Zendesk WFM icon (
) in the sidebar to access your WFM schedule. - 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 Continue.
- 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.
- 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.
- In Support, click the Google Calendar icon.
Resyncing Google Calendar
In some cases, you may need to resync WFM with your Google calendar.
- 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.
- 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
- In Support, click the Zendesk WFM icon () in the sidebar to access your WFM schedule.
- Click the Google Calendar icon.
- Click Disconnect.
- Refresh your Google Calendar.
8 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!
0
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?
0
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?
2
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?
0
Maggie
+1 Jahn
0
Claudia O.
Hello, is there an update here?
We need Google on Tymeshift, this is relevant for us
0