Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Agent |
Shifts appearing in the calendar people already use. A small change, and the one that agents notice most.
Two steps, by two different people
An admin activates the integration in Admin Center. It used to live in the Integrations section of Workforce Management and has moved, which is why an admin looking in the old place finds nothing.
Each agent then connects their own calendar.
- In the Workforce Management schedule app in Zendesk Support, click the Google Calendar icon.
- Click Connect.
- Choose the Google account, taking care to pick the address associated with Zendesk Workforce Management.
- Check a shift appears correctly.
So activating it does not put anything in anybody's calendar. Each person has to connect, and that is worth saying in the announcement or you will be asked why it did not work.
What syncs, and for how long
| Published shifts | Up to 90 days ahead, raised from the earlier 30 |
| Accepted time off | No time limit |
Only the intraday schedule syncs. There is no choice of what to share, so the question of whether to include breaks does not arise.
Two details decide whether it looks right. It syncs to the primary Google calendar and no other, so somebody who keeps work in a second calendar will not find their shifts there. And the times follow the time zone set in Google Calendar rather than the one in Workforce Management, which is what makes a shift look an hour off for the person who travels.
Why agents like it
Their shifts sit next to their meetings and their life. They stop having to open another tool to remember when they are working, which is most of what they used it for.
It reflects, it does not decide
The schedule is authoritative. Deleting an entry from a calendar does not change the shift, and somebody will assume it does.
Worth saying explicitly when you announce it.
Watch the update behaviour
When a shift changes, check the calendar entry follows, and how quickly. An entry that lags is worse than none, because people trust their calendar.
Still tell people about changes
A calendar entry updating quietly is not the same as somebody knowing their shift moved. Message them as well.
It is their calendar
This shares working patterns into a personal account. Make it something people opt into rather than something applied to them.
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