If your organization relies on Microsoft Office 365 for emails, documents, or calendars, and uses Freshservice for MSPs (Managed Service Providers) as your service desk, here’s the Office 365 Calendar integration to make both of them work together.
Freshservice for MSPs integration with Office 365 Calendar allows you to sync scheduled tasks and tickets in Freshservice for MSPs with your Office 365 Calendar (in real-time). This allows you to track your schedule for service desk activities as well as non-service desk activities (such as team meetings).
In addition, if agents need to connect with their contacts to resolve issues, they will be able to schedule meetings with contacts at a mutually convenient time (within the ticket details page). Freshservice for MSPs automatically suggests best times based on the schedules of both agents and contacts.
This article contains the following topics:
Prerequisites for integration
Ensure you have the following, as part of the prerequisites for integration:
An active Microsoft Office 365 account with administrator privileges.
Account administrator privileges within Freshservice for MSPs to initiate the integration.
Install the app
Login to your Freshservice for MSPs account.
Go to Admin > Automation & Productivity > Extensibility > Apps.
Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.
Search and select the Office 365 Calendar app using the Search apps option.
Click Install on the installation page.
Sign in using your Microsoft account credentials to complete the authentication process.
(If applicable) Review permissions and click Accept on the Permissions requested page.
On the Select items to sync with Office365 calendar page, select the Tasks or Tickets checkbox (or both) based on the events you want to sync with the Office 365 Calendar.
Select the Allow agents to schedule meetings with contacts checkbox if you want to allow agents to schedule meetings with contacts to resolve issues.
Click Enable.
Authorize the app
After the integration is enabled, agents need to authorize their Freshservice for MSPs account (in either of the following two ways) to start using the Office 365 Calendar integration.
Agents can authorize their account through the email sent by the administrator. In the email you receive regarding the Office 365 Calendar integration, click Authorize.
Agents can authorize their account through the Profile settings on the Freshservice for MSPs application. Go to your Profile settings at the top-right corner. Then, go to the Apps tab and click Authorize.
Note: Agents must be logged-in to their respective Microsoft Office 365 account to authorize and use the Office 365 Calendar integration.
Schedule meetings with contacts
With the Office 365 Calendar integration, agents can schedule meetings with contacts to resolve issues.
To schedule meetings with contacts:
Login to your Freshservice for MSPs account.
Go to Tickets > List.
Click any ticket Subject to open the ticket details page.
Click Schedule meeting with Contact under the Client information section.
Select a date, start time, and end time for the meeting. Click Schedule.
Note: Based on the existing calendar entries of Agents and Contacts, Freshservice for MSPs suggests a range of best times to schedule the meeting.
After the meeting is scheduled, details of the meeting are added to the Agent and Contact’s calendar along with an email notification. A meeting link is also created under the Client information section.
Click the meeting link to view the scheduled meeting on your Office 365 calendar.
