OAuth is a protocol that allows Freshdesk Customer Success to access resources of Google & Office 365 Calendar without exposing your user credentials. Instead of supplying a username and password, OAuth allows you to authorize the Freshdesk Customer Success application to access your Google & Office 365 Calendar data via the API.
The Google & Office 365 Calendar integration is available to help you make informed decisions by tracking customer meetings.
You need to have a Freshdesk Customer Success account to complete the OAuth setup (contact us if you do not have one yet).
Note that Google & Office 365 Calendar meetings are tracked against each individual Freshdesk Customer Success user and their respective Calendar account, if you'd like to track all customer meetings from all your CSMs, each CSM needs to enable the Calendar integration for himself/herself following the instructions below.
1. Click on your Profile icon on the top-right corner and select "Profile settings."
2. Click on Sync under the "Calendar" tab. This would only be available after the Admin has enabled the calendar sync feature for the account.
3. Follow the steps to select & authorize your Google or Office 365 account for calendar integration.
Complete the Sync
Note that by setting up the Google & Office 365 OAuth, you are only granting us access to your Google & Office 365 app, we need to build the connector before it can start importing meetings to your Freshdesk Customer Success account. Please inform us once you've completed the OAuth so we can set up the Google & Office 365 connector for your organization as soon as possible.
Once the connector was deployed, it'll automatically sync meetings for other users who completed the Google & Office 365 OAuth for their own Google & Office 365 account moving forward.
View Calendar Meetings in FDCS
Your Calendar meetings can be viewed in:
Single account: Account Details > Timeline > Touchpoints (filter type by "Meeting")
All accounts: : Dashboards > Timeline > Touchpoints (filter type by "Meeting")
Report Calendar Meetings
You can summarize Calendar meetings using the "Touchpoint/emails" metric in the Analytics by customer tier, region, industry, or other key account attributes and filter the "Touchpoint/emails type" by "Meeting."