Scheduling page for digital meetings

Sometimes when resolving a support ticket, it is more efficient to have a digital meeting, than answering the ticket via e-mail.

Make it possible to send a link to a support customer where the reciever can book a meeting on a scheduling page. This scheduling page should know the booking slots and free time from my calendar. When customer schedules a meeting, update the helpdesk ticket with status=booked and provide the booking details. Update the appointment in the calendar with a cross-reference to the ticket, preferably a clickable link to the ticket.

Use cases, besides support are training, onboarding, interviews, dicussing feature requests and any other situation where you want to have a meeting with clients.

To use “self service” for scheduling an appointment is efficient for all parties. The client can pick and choose a time that is suitable and I as a meeting host don’t need to mange the process and send out suggestions for appointments, sometimes overlapping between different customers.

Without this functionality I have to manually update a ticket when a meeting is scheduled. This is disruptive and introduces uncertainty when reviewing and grooming tickets: is this booked or not? The part with updating the calendar entry is also important. Without that, you only know that you are booked by person X at a point in time. You then have to search the helpdesk tickets to find what is to be discussed. And from time to time you have the situation where you have multiple open tickets for the same client. How do you know, when you look in you calendar which ticket it refers to?

This kind of functionality is possible to achieve with existing help desk systems by integration, customization and use of tools like Make/Zapier, it would be a great benefit if it natively would be part of a helpdesk app.