The Calendar App allows you to manage events directly within your Zendesk tickets, offering full integration with Google Calendar and Microsoft for two-way syncing and automates workflows around events to boost team transparency and avoid scheduling conflicts. Additionally, the app can automatically generate Zendesk tickets whenever an external event is created, capturing all related event information.
We have 2 different types of calendars:
Global calendars are setup by admins of the app and are used by all agents or specific groups, such as booking a boardroom or a change management schedule.
Personal calendars are setup by agents directly and are usually for their own use, for more information on Personal calendars, please see our full guide here.
Topics covered in this article:
Setup
Using the app
- Creating an event in the side bar app
- Creating an event in the top bar app
- Editing the calendar event
Setup global calendars
Before you can use the Calendar app, a calendar will need to be created.
To create a global calendar, as a Zendesk admin, in the Calendar app click Calendars in the left side menu and then click Add calendar on the top right.
In the new calendar Settings:
- Name your calendar.
- Select a color.
- If required, change read & write permissions.
- If required, set any pre-defined workflows.
- If required, create calendar mappings. (please see below)
Click Create calendar.
Calendar mappings
Any event created by the Calendar app can be pre-defined with ticket data for the event subject, description, location and guests.
When creating or editing a calendar, click the Calendar mapping tab at the top.
Define the ticket field information that will be pre-filled when creating an event. You can easily add ticket fields by clicking the + button on the right of the field, otherwise all Zendesk placeholders are accepted.
Connect external accounts
Once the calendar has been created, you can also sync events to and from your external calendars through Google and Microsoft. Please follow our Connect Google & Microsoft accounts to Calendar guide to complete this setup.
Creating an event in the side bar app
Once your calendar/s have been created, you can now start linking events to Zendesk tickets! The calendar app can be used on brand new or existing tickets.
To create an event from the Calendar app on the side bar of the ticket, click Add event drop down and then select your calendar from the list.
Then define the calendar event:
- Set the start and end date and time.
- Define the event subject. The ticket subject will be used by default.
- If required, define the description and location.
- If an external calendar is connected, define the attendees.
Click Create event or submit the ticket for a new ticket.
Alternatively, you can click Create in calendar at the top of the app and the top bar app will open. Here, click and drag your mouse to create the date and time of the event.
Creating an event in the top bar app
Other than creating the event on the side bar of the ticket, you can also go straight to the app in the top bar and create events there.
To create an event from the Calendar app on the top bar of Zendesk click the calendar icon on the top right and then in the calendar popup select the calendar from the drop down where you want to create the event.
Then navigate to the date for the event using the calendar and click and drag the time of the event.
In the new dialog box, either select Link to a ticket or Create a new ticket.
For Link to a ticket, enter a ticket ID or a subject of a ticket to search for an existing ticket to link the event to.
For Create a new ticket, a new ticket will be created with the calendar event attached. Here you can create the ticket with a ticket template.
Instead of using a ticket template, you can open a new ticket in Zendesk by clicking Use 'New ticket' form on the bottom left of the dialog box.
Then, define the calendar event:
- Set the start and end date and time.
- Define the event subject. The ticket subject will be used by default.
- If required, define the description and location.
- If an external calendar is connected, define the attendees.
Then click Create event.
Editing the calendar event
In the Calendar side bar app, you are able to update or edit any details of the event.
To view further options on your calendar, click the 3 dot ellipsis on the right of the Calendar title.
- View details expands the event so you can see all event information in the app.
- Edit allows you to bring up the calendar form and you can edit any information of the event.
- Edit in calendar pops out the calendar so you are able to click and drag to edit the events date and time.
- Move to allows you to move the event to a different calendar.
- Delete will remove the event from the calendar.