Overview
A best practice scheduling request follows a defined workflow:
Scheduling Request is Sent – The client receives a scheduling request email.
Reminders – Automated reminders are sent if no response is received.
No Response – This triggers after a defined delay, enabling PSA workflows.
Appointment Scheduled – When the client responds, a confirmation email is sent.
Pre-Meeting Reminder Emails – Appointment reminders are sent before the scheduled meeting.
Ticket Closure – Appointments can be automatically cancelled when the ticket is closed.
Set up Preset Statuses
Purpose: Automate PSA ticket status changes during various stages for visibility, tracking, and streamlined operations. Common statuses include:
After Creation (Request Sent): For example, “TimeZest Schedule Sent”, which avoids triggering other PSA email workflows, pauses SLA.
After Scheduled: For example, “TimeZest Scheduled.”
On Cancellation (if allowed): For example, “TimeZest Appointment Cancelled.”
No Response: For example, “TimeZest No Response,” which is triggered after reminders are sent.
Why: This ensures each phase is visible and can be tied into downstream ticket handling and automation workflows.
Applying Ticket Status Changes
Note: By default, the actions will be in place; only the timing needs to be adjusted.
Workflow Mode Status Actions:
Use triggers and actions in workflows such as:
When the request is sent, update the ticket to the after-creation status configured.
When the appointment is scheduled, update the ticket in PSA to the after-scheduling status configured.
When the appointment is cancelled, update the ticket status to the after-cancellation status configured.
When x days have elapsed without the client scheduling an appointment, update the ticket status to no-response status and initiate follow-up actions.
Reminders
Purpose: Prompt clients who have not scheduled with at least two automated email reminders.
Classic Configuration Recommended Setup:
Open the Appointment Type and go to Additional Settings → Reminders
Add the first reminder to send after 24 hours
Add a second reminder to send after 2 days.
Select or customize the email template and save.
Why: Reminders increase response rates and prevent scheduling delays.
Workflow Mode Recommended Setup:
Open the Appointment Type and navigate to Additional Settings → Workflow
Use workflow triggers such as “X hours since request sent” and add an action to send an email using the reminder template.
Optionally, combine this with actions to log the reminder or update the status.
No Response Status
Purpose
Identify scheduling requests with no client response and automatically trigger follow-up or escalation workflows in the PSA.
When It Triggers and Best Practice
The scheduling request is sent using the Ask client to schedule button within the ticket.
Automated reminders are delivered with no client response.
The no-response time window elapses without an appointment being booked.
Trigger the No Response status shortly after the final reminder.
Pair the status with a PSA workflow for consistent follow-up.
Use a clear, standardized status name such as TimeZest No Response.
Classic Configuration Recommended Setup
Open the Appointment Type and go to Scheduling Options -> No-Response Deadline.
Set the deadline to follow up after the previously set reminders.
Workflow Mode Recommended Setup:
Open the Appointment Type and navigate to Additional Settings → Workflow
Set the trigger timing to occur after your final reminder is sent
Add an action to send a last touch follow-up email to the client using a custom template
Add an internal ticket note to maintain a clear audit trail
Wrap Up
This workflow provides a solid baseline for Service Desk teams:
Invite sent
Reminder 1 sent after 24 hours
Reminder 2 sent after 2 days
No Response triggered after 4 days
This cadence works well for most scheduling scenarios and helps keep tickets moving without manual follow-up. From here, timing and actions can be adjusted based on specific appointment types, urgency levels, or team workflows.
Optional Enhancements
Upcoming meeting reminders can be enabled to automatically notify clients before their scheduled appointment. This helps reduce no-shows and ensures everyone is prepared. Tutorial: Reminding your Clients of a Booked Appointment
Automatic cancellation on ticket closure can be configured so open scheduling requests or appointments are cancelled when a ticket is closed, keeping your board clean and up to date. Automatically cancel appointments or scheduling requests when a ticket is closed