How to cancel or reschedule a Calendly meeting from Zendesk
By Jake Marsh · Updated
To cancel a Calendly meeting from Zendesk, open the ticket, find the meeting in the Huddlewell sidebar, click Cancel meeting, type a reason and confirm. Calendly cancels it and emails the customer and the host. To reschedule, click Reschedule link to reply instead: the customer's own reschedule link goes into your reply and they pick the new time. Both are logged on the ticket.
Before you start
The meeting must be one Huddlewell can see: booked with the requester's email address, by a host the connected Calendly user covers. Your role must be in Who may take actions, the action must be switched on, and the ticket must be saved and open.
Cancel a meeting
- Open the ticket and find the meeting under upcoming meetings.
- Click Cancel meeting. Only upcoming, active meetings can be canceled.
- Add a reason under Reason. It's required, up to 500 characters, and Calendly includes it in the cancellation email to the invitee.
- Click Cancel meeting again to confirm.
Calendly cancels the meeting for everyone on it and emails the customer and the host. This can't be undone. Huddlewell adds an internal note with the reason and the tag huddlewell_meeting_canceled.
Reschedule a meeting
- Find the upcoming meeting in the sidebar.
- Click Reschedule link to reply. The customer's own reschedule link goes into your reply, inside the Reschedule link reply text.
- Send the reply. The customer picks a new time on Calendly's page, and Calendly moves the meeting.
Calendly has no way for an app to move a meeting, so the customer always chooses the new time. After they do, the old meeting in the sidebar shows "Moved to a new time by the invitee." Huddlewell adds a note and the huddlewell_reschedule_sent tag when the link is sent.
Mark a no-show
Once a meeting has started, Mark no-show appears on it. Confirm and Huddlewell records the no-show in Calendly, adds a note and the huddlewell_no_show tag. Undo no-show removes the mark in Calendly, again with a note.
What each action leaves behind
| Action | In Calendly | On the ticket |
|---|---|---|
| Put single-use link in reply | A one-time booking link | Note, huddlewell_link_sent |
| Reschedule link to reply | Nothing until the customer picks a time | Note, huddlewell_reschedule_sent |
| Cancel meeting | Meeting canceled, emails to customer and host | Note with the reason, huddlewell_meeting_canceled |
| Mark no-show | No-show recorded on the invitee | Note, huddlewell_no_show |
| Undo no-show | Mark removed | Note |
Build views or reports on the tags, for example a view of tickets tagged huddlewell_no_show to follow up with customers who missed a call.
When the buttons don't appear
| Missing | Why |
|---|---|
| Cancel meeting, Reschedule link to reply | The meeting already started, is canceled, or the action is switched off. |
| Mark no-show | The meeting hasn't started yet, or it's already marked. |
| Everything | Your role isn't in Who may take actions, the ticket isn't saved, or the account has outgrown the plan (the sidebar says which). |
What it costs
Huddlewell is $90 a month per Zendesk account for up to 14 agents and admins on Team, or $7 per agent per month from 15 agents on Scale. Every feature on both, a 14-day trial, billed monthly by Zendesk. Full reference in the Huddlewell documentation.
Huddlewell
Calendly meetings in tickets: see them, send a one-time booking link, cancel or reschedule. From $90 a month per Zendesk account.
Questions
Does the customer get an email when I cancel?
Yes. Calendly emails the customer and the host, and includes your reason.
Can I move a Calendly meeting to a new time myself?
No. Calendly doesn't let an app move a meeting. Send the reschedule link and the customer picks the time.
How do I mark a Calendly no-show?
From the ticket, after the meeting has started: click Mark no-show on it and confirm. It's recorded in Calendly.
Can I see meetings a customer canceled?
Yes. Past and canceled meetings show with who canceled and the reason they gave.