Agents book meetings by checking Outlook, then re-typing details into a ticket.
Schedule from the ticket. The event carries the subject, a link back to the record, and the right attendees.
Microsoft 365Freshservice
// MICROSOFT 365 CALENDAR SCHEDULER & SYNC
Your agents' Outlook calendars, working inside Freshservice.
Schedule meetings from a ticket or change with slots that respect real availability and time off, add a Teams link in one click, and put every agent's assigned work on their own Outlook calendar. No copy-pasting between two tools.
BUILT FOR FRESHSERVICE. OTHER FRESHWORKS PRODUCTS TO BE ADDED AS EACH GOES LIVE.
// PRODUCT DEMO
See it running for real.
Scheduling from a ticket, a Teams link, and an assigned ticket appearing on an agent's calendar.
TODO: Demo video to be recorded (2–3 minutes). Suggested sequence: schedule from a ticket, confirm a suggested slot, show the Teams link in Outlook, then show assigned work on the agent calendar.
Video asset pending
// THE PROBLEM
Freshservice and Outlook don't know about each other.
A suggested time lands on someone's day off.
Suggestions read each person's calendar and skip time off (out-of-office).
Assigned work never shows up on the calendar, so people double-book.
Assigned tickets, changes, tasks and more appear on the agent's own Outlook calendar and are removed when the work closes.
Nobody knows who scheduled a meeting or whether it's still on.
The sidebar lists every meeting for the record, with who scheduled it, a Join link, and edit and cancel actions.
Change windows are announced by email and forgotten.
Rules put change windows and other planned work on a shared calendar automatically.
// WHAT IT DOES
Three ways it works, one Microsoft 365 connection.
Schedule from the record
- Available-time suggestions: up to three open slots, computed from the agent's calendar and every attendee's, using the agent's mailbox time zone. Widens the search from 3 to 7 business days if nothing fits.
- Time-off aware: slots during out-of-office are never suggested.
- Right people by default: the agent and requester are added automatically. Both are editable, and you can add anyone by searching Freshservice agents and requesters.
- Teams meetings: one checkbox adds a Teams link, pre-checked by default (each agent can change the default).
- Recurring meetings: daily, weekly or monthly, ending after N occurrences or on a date.
- Edit, reschedule, cancel: cancellations send attendees a real cancellation notice.
- Pick the calendar: personal, a shared mailbox, or a Microsoft 365 Group calendar from the list your admin sets up.
- Clean invites: the ticket description is stripped to plain text, cut to 500 characters, and followed by a link to the full ticket.
- All meetings view and standalone events: see every event for the record in one place, and create personal events that aren't tied to a ticket.
- Where: the Ticket and Change sidebars.
// SETUP
Connect once. Sync stays honest.
Install and connect Microsoft 365.
Install from the Marketplace, add a Freshservice API key, and sign in with Microsoft on the Microsoft tab. A Microsoft admin role is needed to approve access. No Azure app setup is needed for this step.
TODO: This step depends on the pre-release OAuth fix. Until it lands, the Microsoft tab also asks for a Client ID and secret; confirm accuracy before publishing.
TODO: Screenshot: install page, Microsoft tab
Agents authorize.
Each agent clicks Authorize once in the sidebar and signs in with their Microsoft account.
TODO: Screenshot: sidebar authorize prompt
Optional: turn on Personal Work Sync.
Register a small app in your Microsoft tenant, paste three values into the Sync tab, and press Verify.
TODO: Screenshot: Sync tab, Connection
Full guide: Personal Work Sync setup guide.
Requires Microsoft 365 licenses that include Exchange Online for agents. Teams-only licenses without a mailbox won't work.
// WHERE IT WORKS
One app across the work your teams manage.
| Record | Schedule a meeting | Sync to the agent's calendar | Shared-calendar automation |
|---|---|---|---|
| Tickets | Available | Available | Available |
| Changes | Available | Available | Available |
| Problems | Not available | Available | Available |
| Releases | Not available | Available | Available |
| Tasks (on tickets, changes, problems, releases) | Not available | Available | Not available |
| Project tasks | Not available | Available | Not available |
// WHO IT'S FOR
Built for the people keeping service work moving.
Agents and technicians
Book time with requesters, see workload on one calendar, stop double-booking.
Team leads and service desk managers
Put change windows and planned work on a shared calendar everyone can see.
IT admins
Control which work syncs, where it goes, and how it looks, with health checks instead of guessing.
// PRICING
Simple, transparent pricing.
21-DAY FREE TRIAL (FRESHWORKS MARKETPLACE STANDARD TRIAL)
$3.99USD per agent per month
Get it on Freshworks MarketplaceEVERYTHING INCLUDED
- Scheduling from tickets and changes
- Teams meetings and recurring events
- Personal Work Sync
- Shared-calendar automations
- Health checks and setup verification
- No feature tiers: every installed agent gets everything
Billed per agent through the Freshworks Marketplace, for every agent on the account. Admins choose which agents can use the app.
TODO: confirm pricing details before publishing.
// FAQ
Frequently asked questions.
Freshservice, Microsoft 365 with Exchange Online mailboxes for your agents, and a Microsoft admin to approve access.
No. Personal Work Sync runs in the background. Agents authorize once only for scheduling from the sidebar.
Yes, once, created by your Microsoft 365 admin (about 5–10 minutes). Scheduling and shared-calendar automations don't need one. See the setup guide.
Usually their Freshservice email doesn't match a Microsoft 365 mailbox. The Unmatched agents list on the Sync tab shows them. Also check the work has planned dates and its type is switched on.
No. Existing work syncs after its next edit.
Freshservice doesn't flag that change, so it's picked up on the ticket's next edit (note, status or assignee) or within about an hour.
No, only when deleted from the project. Freshservice gives project tasks no single 'done' status the app can rely on.
No, only the first. Conflicts on later occurrences show in Outlook as usual. Edits and cancellations apply to the whole series.
It stays deleted. The app doesn't put it back.
It only reads availability to suggest times, and it only writes events it created. Personal Work Sync's Microsoft permissions cover the tenant's mailboxes, but the app only touches the calendars of agents matched by email.
Suggestions fall back to the agent's availability only, and the modal says so.
TODO: confirm MSP mode end-to-end before publishing. The product team needs to verify requester availability fallback when the requester is a client contact.
Install it, connect Microsoft, stop switching tabs.
Setup takes minutes: connect Microsoft 365 and agents can start scheduling.
Need help? [email protected]. Microsoft, Microsoft 365, Outlook and Teams are trademarks of Microsoft. Freshservice is a trademark of Freshworks. This app isn't affiliated with or endorsed by either.