Huddlewell setup guide
Huddlewell shows a customer's Calendly meetings in the Zendesk ticket sidebar and lets agents send single-use booking links, reschedule links, cancel meetings and mark no-shows, with each action logged on the ticket. This page is published at https://greatwork.company/apps/huddlewell/docs.
Before you start
- A Calendly account, any plan. The Calendly API works on every Calendly plan, Free included.
- Who connects. Huddlewell acts in Calendly as the user who signs in during setup.
- A Calendly owner or admin: agents see meetings with every host in your Calendly organization, and can offer every active event type.
- Any other Calendly user: agents see only that user's meetings and event types.
- Agents don't need Calendly seats. They work through the one connection.
Install and connect
- Install Huddlewell from the Zendesk Marketplace and pick Team (up to 14 agents and admins) or Scale (15 or more). The 14-day trial starts at install.
- In Admin Center > Apps and integrations > Zendesk Support apps > Huddlewell, click the sign-in link under Calendly connection. Sign in to Calendly and click Allow.
- Save. Open any ticket: the sidebar's Calendly card names the connected user and whose meetings they cover.
Token mode
If your Calendly organization doesn't allow app sign-ins, a Calendly owner or admin makes a
personal access token (Calendly > Integrations > API and webhooks > Personal access tokens) with
the scopes users:read, organizations:read, event_types:read, scheduled_events:write and
scheduling_links:write. Set Connection type to token and paste it into Calendly personal
access token. Zendesk stores it as a secure setting and only sends it to api.calendly.com.
Settings
| Setting | What it does |
|---|---|
| Whose meetings | auto (default): every host's when the connected user is an owner or admin, else their own. organization or own forces one. |
| Event types to offer | Words from event type names, comma separated. Only matching active types are offered. Empty offers all. |
| Suggested event type by group or brand | One per line: group:<id> = <name>, brand:<id> = <name>, default = <name>. The match is listed first. Group rules win over brand rules, which win over default. The name can also be the event type's slug. |
| Booking link reply text | The reply text around a new link. {link} is replaced by the link. |
| Reschedule link reply text | The reply text around a reschedule link. |
| Link bookings to the ticket | Adds utm_source=zendesk and utm_content=ticket-<id> to booking links. A meeting booked from one shows "from ticket # |
| Look up other email addresses | Also finds meetings booked with the requester's other verified email addresses (up to 3 in total). |
| Allow booking and reschedule links, canceling, no-show marks | Switch each action on or off. |
| Who may take actions | agent (everyone), admin, custom role ids, or group:<id>, comma separated. Everyone else sees meetings read-only. |
Find a group id in Admin Center > People > Groups (it's in the address bar when you open a group), and a brand id in Admin Center > Account > Brand management.
Using it
- Meetings. The sidebar lists up to 10 upcoming and 5 past meetings per email address, with the event type, host, time in your zone and in the customer's (when it differs), location or join link, status, cancellation reason and booking answers.
- Send a booking link. Pick an event type and click Put single-use link in reply. The link books one meeting and then stops working; unused links expire after 90 days. On a new ticket the link goes into the reply too, without a note (there's no ticket to log on yet).
- Reschedule. Reschedule link to reply puts the customer's own reschedule link in your reply. Calendly has no way for an app to move a meeting, so the customer picks the new time.
- Cancel. Cancel meeting, add a reason, confirm. Calendly cancels it for everyone on it and emails the customer and the host. This can't be undone.
- No-shows. Once a meeting has started, Mark no-show records it in Calendly; Undo no-show removes it.
- The ticket record. Each action adds an internal note and a tag:
huddlewell_link_sent,huddlewell_reschedule_sent,huddlewell_meeting_canceled,huddlewell_no_show. Build views or reports on the tags. - User sidebar. Open a user's profile to see their meetings without a ticket (read-only).
Troubleshooting
- "Calendly did not accept the connection." Calendly revokes app connections when the connected user changes their login email, password or login method, or leaves the organization. Sign in again in the app settings.
- Only some hosts' meetings show. The connected user isn't a Calendly owner or admin.
- A meeting is missing. It was booked with an address Zendesk doesn't have for this person, or it's beyond what the sidebar lists. Add the address as an identity on the user, or open Calendly.
- "missing a permission". Sign in to Calendly again from the app settings to grant it.
- Actions are off. Check "Who may take actions", the action switches, whether the ticket is saved and open, and whether the plan matches your team size (the sidebar says which).
Data
Huddlewell has no Great Work server and keeps no copy of your data. It reads meetings from Calendly while a ticket or user is open, and writes only the action you choose (to Calendly) and its note and tag (to the ticket). The full list is in the privacy policy at https://greatwork.company/apps/huddlewell/privacy.
Questions: hello@greatwork.company. A person replies within one business day.