The calendar sync (both Google and Office 365 calendars) helps:

  • Freshdesk Customer Success to sync to past calendar meetings as touchpoints in the customer Timeline history view. 

  • CSMs to schedule and track meetings using Touchpoints.

 

To leverage these benefits, Admin users must first enable the calendar sync for the organization. Users can then authorize Freshdesk Customer Success to connect to their respective calendar accounts.

 

For Freshdesk Customer Success to sync calendar meetings as account interactions for timeline event history tracking, we need to build a connector for each organization.

 

Once the Admin has completed the required steps, please reach out to us (reach us at support@freshsuccess.com) to start working on the connector without delay. 

 

Enabling Calendar Sync

 

CSMs can use the Calendar Sync feature only if it is enabled for the Freshdesk Customer Success instance. To do this, Admins need to enable it. Once this is done, CSMs can authenticate their calendar, either by using their sign-in credentials or via Google authentication.

 

For information on the configuration of Calendar Sync, follow the steps below:

  1. Navigate to IT Administration → Calendar Integration 


  1. On Clicking the Google Calendar icon, a sliding window is displayed. Read the instructions and click continue to connect.

  1. Once the calendar integration is successful, you can sync your calendar by clicking on the "Connect your calendar" option.

After connecting and authenticating with your email, calendar synchronization will initiate.

  1. Congratulations! You have enabled Calendar Sync for your Freshdesk Customer Success instance.

  2. Individual CSMs can navigate to the profile icon on the top right > Profile Settings > Calendar and enable the calendar sync for their profile.

 

Here's how you can perform the calendar sync for Google and Office 365.

 

In addition, read about How Calendar Integration Works here.