My agents often have to have back and forth comments in our tickets to coordinate a time that works for both the client and the agent so that they can meet and have a screen share session. Once a time is established, agent schedules using their gmail calendar (adding google meet to the invite) and adding the client as a guest.
What tools are you all using to improve this so that there's less ping ponging?
I'm evaluating Calendly but we use Google Suite and someone said that we could leverage Schedule Appointments in Google Calendar.
You may also check Zendesk Marketplace for calendar apps that you may use for your account. I hope that helps