> For the complete documentation index, see [llms.txt](https://docs.screendesk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.screendesk.io/scheduling.md).

# Scheduling

Let customers book a support session with an individual agent or your team.

Screendesk scheduling lets customers choose a time for a support session from a booking link. You control the meeting length, available hours, and how a host is assigned. Confirmed meetings use a Screendesk room.

## Choose a booking flow

| Flow                                  | What happens when a customer selects a time                                                               | Best for                                                   |
| ------------------------------------- | --------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------- |
| **Instant confirmation — individual** | The meeting is booked with the event type's owner, after checking availability.                           | A customer's usual support contact or a specialist.        |
| **Instant confirmation — group**      | The meeting is booked with an eligible member of a booking group.                                         | A shared support team.                                     |
| **Zendesk request**                   | A request is sent to Zendesk. An eligible workspace member must claim it before the meeting is confirmed. | Teams that review meeting requests through a ticket queue. |

{% hint style="info" %}
A Zendesk request is a proposed time. It does not reserve a host or confirm the meeting until an agent claims it.
{% endhint %}

## Before you begin

Your workspace must include the video call feature to accept scheduled meetings. Ask your administrator to check the workspace plan if scheduling is unavailable.

## Set up your first booking link

1. Connect **Google Calendar** or **Microsoft 365 Calendar** from your personal **Integrations** settings. Select a calendar for new bookings and at least one calendar for conflict checks.
2. Open **My availability** in your personal settings. Set your time zone and weekly hours.
3. Open **Bookings → Event types** and select **New event type**.
4. Choose **Instant confirmation**, select yourself as the owner, and set the duration, availability, and booking limits.
5. Create the event type, then use **Copy booking link** to share it with a customer.

For team bookings, an administrator first creates a group under **Bookings → Groups**. Each potential host connects their own calendar.

## Find the right guide

* [Connect your calendar](/scheduling/connect-your-calendar.md): Google and Microsoft setup, calendar destinations, and conflict checks.
* [Set your availability](/scheduling/set-your-availability.md): weekly hours, time zones, date overrides, and reusable schedules.
* [Create booking links](/scheduling/create-booking-links.md): event types, booking limits, reminders, and message templates.
* [Team scheduling](/scheduling/team-scheduling.md): groups, Round robin, and Maximize availability.
* [Manage bookings](/scheduling/manage-bookings.md): joining, rescheduling, cancelling, changing hosts, and adding guests.
* [Zendesk meeting requests](/scheduling/zendesk-meeting-requests.md): request queues and claiming meetings.
* [Scheduling troubleshooting](/scheduling/troubleshooting.md): missing times, calendar warnings, and delivery issues.

## What customers experience

Customers open your booking link, check the displayed time zone, choose an available date and time, and enter their name, email address, and any notes. They do not need a Screendesk account to book.

For instant confirmation, Screendesk checks the selected time again before accepting the booking. The confirmation page shows the meeting details and the meeting room as it becomes ready. Confirmation emails and calendar invitations are delivered separately; their delivery status is visible in the booking.

## Who can configure scheduling?

Workspace members without the **Watch only** role can host meetings and manage their own personal event types. Administrators can also manage other members' event types, booking groups, shared availability schedules, and Zendesk request event types.

Workspace members can view bookings in their current workspace. The actions available on a booking depend on their role and relationship to the booking.


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