The calendar is an indispensable part of the customer relationship: being able to schedule an appointment after a diagnosis, allowing the customer to position an appointment according to our availability, modifying an appointment etc...

I'm surprised that a "giant" like Zendesk doesn't offer native calendar functionality.

It would be relevant to have one, with these possibilities

- A global calendar for the organization (managed by the admin)
- A group calendar
- An agent calendar
- Agent calendar synchronizable with M365, Google, and other messaging tools, and can create Zendesk calendars independent of the synchronized environment (useful for groups, for example).

In fact, basically what Sweethawk already offers with its https://www.zendesk.com/marketplace/apps/support/77153/calendar/ application, but it would need to be fully integrated into the Zendesk environment, i.e. manage languages, link with triggers, macros, bots etc...

On the agent's side, he could manage his calendar as follows

- Send a link to his availability (web page linked to this functionality, where the caller can seamlessly position himself)
- Directly send a slot selected with a single click from his calendar / or directly modify an appointment.
- The calendar event takes over the ticket exchanges, making it easier to follow up.
- Receive notifications (in the next notification feature, which I understand is coming at the end of the year) when the appointment is approaching.

Also, the bot could directly read an agent's calendar, or a group's calendar (which is why I'm also asking for a group calendar), to suggest availabilities that would suit the requester.

Admin side

- Create triggers based on certain situations. Example: A requester was talking to an agent. The agent becomes unavailable (vacation, sick leave, etc.) → notify the requester of the absence of the person in charge of his ticket + route to the group.
- I send the link to my availability, and set the status to "Waiting"; if the appointment has been booked, the status is updated to "Open" (or any customized status)

- The appointment is over. Automate an email X minutes (configurable) after the end of an appointment to poll the user: "Was your request solved during your appointment?" (Yes → close ticket)