MSPs set up Quarterly Business Reviews (QBR) with their clients to proactively review their technology business needs, address any issues, plan for future projects, and more. One of the challenges that MSPs experience is maintaining the QBRs for each of their clients. With the power of ConnectWise PSA and TimeZest, MSPs can utilize both the automation of ConnectWise PSA to create recurring scheduling for each client and the scheduling workflow capabilities of TimeZest to spend less time getting these QBRs on the calendar. In this article, we will show you how to set up a TimeZest QBR appointment type, a recurring service ticket in ConnectWise PSA, as well as workflow rules to automate sending a TimeZest scheduling request from the recurring ticket.

TimeZest QBR appointment type

Follow these instructions to create a TimeZest appointment type:

Creating Appointment Types in TimeZest

With a QBR appointment type, pay attention to the following settings:

Duration – How long your QBR appointment will be with your client.
Scheduling Window – How far in advance you will allow your client to schedule the QBR session.
Allow Rescheduling – Giving your clients the option to cancel and reschedule the QBR appointment.

Service Board setup

Use a service board that currently exists in ConnectWise PSAor create a new one that will hold the recurring tickets generated for the QBR sessions. Set up the Type, Subtype, and Item of the service board now so that you can use them when creating the recurring ticket template.

Type – Create a new type called QBR.
Subtype – Create a new Subtype called QBR Meeting.
Item – Create a new Item for each of your account managers who will be leading the QBR for the clients they are managing. In this example, you see that Guy Rogers and Lucas Fip are created as Items who are the account managers for this MSP.

Ticket Template setup

After creating a new or updating an existing Service Board, now create a ticket template in the Ticket Template Setup Tables to be used when generating a recurring ticket for each client.

Create a new ticket template and name it Quarterly Business Review Template.
1. Under the Ticket pod, select the following:
  1. Board – Select the service board that is set up to hold QBR tickets.
  2. Status – Select the default status that should be used when creating the ticket.
  3. Type – Select the QBR type.
  4. Subtype – Select the QBR Meeting subtype.
Save the template.

Apply ticket template in client’s profile

After creating the ticket template, apply the template to each client that you want to generate a QBR ticket.

In Companies, find and open the client’s profile.
Select the Ticket Templates tab.
Select the + button.
Select the Quarterly Business Review Template in the Template Name drop-down.
Select the Copy option after selecting the template.
Select the Create Template button.
In the Ticket pod, select the client’s account manager in the Item drop-down.
Under the Auto Generation Options pod, set the amount of days you want to generate the QBR ticket. In this case, it’s 90 days.
Save the template.

Workflow Rules setup

After the ticket template has been applied to your clients, you will now create a workflow rule that will search for these tickets on the service board and take action to send an email that contains the TimeZest scheduling appointment link to the client.

Create the Overview
1. In the Workflow Rules setup table, select the + button.
2. Name the workflow rule in the Description field.
3. Select Service Tickets in the Table Reference drop-down.
4. Select the service board that holds the QBR tickets in the Service Board drop-down.
5. Select the Save button.
Create workflow rule events.
1. Select the + button next to Events.
2. Select Ticket Type = {value} in the Set trigger drop-down.
3. Select QBR in the Set value drop-down.
4. Select the Save icon next to the first workflow event.
5. Select the + button next to the first workflow event.
6. Select AND in the Set operator drop-down.
7. Select Ticket Sub Type = {value} in the Set trigger drop-down.
8. Select QBR Meeting in the Set value drop-down.
9. Select the Save icon next to the second workflow event.
10. Select the + button next to the second workflow event.
11. Select AND in the Set operator drop-down.
12. Select Ticket Item = {value} in the Set trigger drop-down.
13. Select the client’s account manager in the Set value drop-down.
14. Select the Save icon next to the third workflow event.
15. Select the Save button.
Create workflow actions.
1. Select the + button next to Actions.
2. Select Send Email in the Action Type drop-down.
3. Select the Next button.
4. Select Contact for this item in the Send to drop-down.
5. Select Email Address in the Member from drop-down.
6. Enter your Support email address (Example: [email protected]) in the Email field.
7. Enter a subject in the Subject line.
8. Create a message in the body of the email.
9. Include the TimeZest URL-based scheduling URL in the body of the email.
  1. Navigate to Appointment Types in the TimeZest app.
  2. Select the resource in the Show URLs for scheduling all these resource(s) drop-down that is the account manager for the client.
  3. Select the copy button next to the URL-based scheduling URL for the QBR appointment type.
  4. Paste the URL in the body of the email in the workflow rules action.
  5. Select the Save & Close button.
10. Activate the workflow rule when you are ready for the workflow rule to start taking action on the recurring tickets.

Once the ticket template has been created for a client and the Workflow Rule has been enabled, the ticket template will automatically generate the next QBR ticket and the Workflow Rule will send the notification along with the TimeZest scheduling link to the client to get a scheduled meeting with their account manager.