This article serves as a reference for teams to stay up-to-date on TimeZest functionality and training when working with tickets. While the location of TimeZest within a ticket may vary slightly in wording or appearance depending on your PSA system, the core functionality remains the same.
What is TimeZest?
TimeZest allows your end users to book appointments directly from a ticket. It automatically accounts for availability, books the appointment into your PSA system, and eliminates the back-and-forth emails to find a convenient time. This helps your end users resolve their issues faster.
Many behaviors in TimeZest are customizable. If you notice areas that could be adjusted, please contact your TimeZest system administrator.
How to schedule with TimeZest.
Select the Resources
Choose the staff or resources required for the appointment.Choose the Appointment Type
Pick the appointment type that fits the request.Click “Ask Client to Schedule”
TimeZest will take care of the rest.
What Happens Next
TimeZest automatically sends the client an email invitation to select a time.
Automated follow-up emails will be sent to remind the client to schedule. (If configured)
Once the client schedules the appointment is entered directly into your calendar.
TimeZest adds a note to the ticket and, if configured, updates the ticket status automatically.
Additional Options & Functions
Canceling an Appointment
If you need to cancel an appointment that a client has booked, you can do this directly from the TimeZest pod.
How to Cancel
Locate the appointment you want to cancel.
Select the ellipsis (⋮) icon (three vertical dots) next to it.
Select Cancel.
Sending a Cancellation Message
If the appointment was scheduled by the client (end-user), a confirmation box will appear.
In this box, you can write an email message to the client explaining why the appointment is being canceled.
This email will be sent directly to the client.
What TimeZest Records
TimeZest automatically logs the cancellation in the ticket.
Your message and the reason for cancellation are saved as an internal note for future reference.
Inviting Additional Guests
This feature, found in the Additional Options section, allows you and your clients to invite extra attendees to an appointment. Simply enter the email addresses of the additional guests, and TimeZest will automatically send them confirmation emails with calendar invites attached.
How It Works
Who can add guests: Both your team and the client scheduling the appointment can include additional attendees.
Adding guests: Enter one or more email addresses in the provided field.
Confirmation emails: TimeZest sends each guest an email confirmation along with a calendar invite.
Calendar integration: Guests can easily add the appointment to their calendars by accepting the invite.
If a guest declines: The main appointment remains unaffected. The guest will simply not have the event added to their calendar.
Per-Appointment Date & Time Limits
The Per-Appointment Date & Time Limits feature lets you apply custom scheduling rules to a single appointment. This gives you more flexibility than your default settings when special situations arise.
How It Works
By default, TimeZest enforces a minimum notice period (how soon clients can book) and a scheduling window (how far out they can book).
Per-appointment limits:
After date/time only – clients can book starting from that point forward.
Before date/time only – clients can book up until that point.
Both dates – restrict scheduling between those dates only.
Dates + times – restricts scheduling to that exact range, even outside normal business hours.
To learn more: Per-Appointment Date & Time Limits | TimeZest Help Center
Panel Scheduling
The Panel Scheduling feature allows you to schedule up to four internal resources for a single appointment. TimeZest automatically identifies common availability among the selected resources and displays those times to the end user. Once scheduled, all selected resources are included on the same appointment.
How It Works
Select up to four resources to participate in the appointment.
Combine individuals with a team: You can include both individual resources and a team. TimeZest will look for common availability between one member of the team and all the selected individuals, rather than requiring the entire team to be available.
Shared availability is calculated so only times that work for the required participants are shown.
One appointment, multiple attendees: TimeZest books the appointment for all resources and adds it to their calendars.
Team Scheduling
The Team Scheduling feature allows you to schedule with a group of resources instead of a single individual. Teams appear in the Resources drop-down (if they’ve been set up in your system) and are identified by a team icon next to the team name.
Team Scheduling shows the availability of the team, but assigns the appointment to just one resource within that group. The resource is selected based on the dispatching method configured for the team:
Round Robin – TimeZest assigns appointments evenly across team members, rotating through the group.
Maximum Availability – TimeZest presents all available times across every team member, but the end user only sees dates and times (not individual names). Once a time is selected, TimeZest assigns the appointment to whichever team member is available.
Think of it as auto-dispatching within a predefined group of resources.
Use a different appointment duration
The Use a Different Appointment Duration feature lets you adjust the length of an appointment on the fly. This overrides the default duration set for the selected Appointment Type, giving you flexibility when a session needs more or less time than usual.
How It Works
Default duration: Each Appointment Type has a preset duration (for example, 30 or 60 minutes).
Override option: When scheduling, you can select a different duration for that specific appointment.
One-time change: The new duration applies only to that appointment and does not affect the default setting for future bookings.
Scheduling an appointment with a different contact
The Scheduling with a Different Contact feature allows you to send meeting invitations to another contact within the same company, rather than the primary contact on the ticket. This ensures flexibility when the person best suited for the appointment isn’t the one who originally opened the ticket.
How It Works
Contact selection: When scheduling, choose a different contact from the company’s list.
Search option: If the drop-down list doesn’t display the contact you need, simply type their name. If they are listed as a contact for the company on that ticket, they will appear.
Invitation sent: TimeZest sends the scheduling email to the selected contact instead of the ticket’s primary contact.
Ticket tracking: The appointment details are still recorded on the ticket for reference.
Copy scheduling URL
The Copy Scheduling URL feature makes it easy to share appointment links with clients. You can either copy a link to an invitation that was already sent or generate a brand-new scheduling link to include in an email you’re drafting.
How It Works
Copy an existing link:
Locate the appointment in TimeZest.
Select the ellipsis (⋮) icon (three vertical dots) next to it.
Click Copy URL to copy the scheduling link from an invitation that was previously sent.
Generate a new link:
Click the down arrow next to the Ask client to schedule button.
Select Generate Scheduling URL.
Paste this link directly into an email you’re already sending to the client.
⚠️ Important: When you use Generate Scheduling URL, TimeZest does not perform the usual automated actions:
No email invitation is sent to the end user.
The ticket status is not updated, and no internal notes are added.
Reminder emails and the No-Response workflow are not triggered.
Because of this, manual follow-up is required to ensure the client receives the link and the ticket is updated appropriately.
For more information:
If you have any questions, please feel free to reach out by clicking on the chatbox to the right or at [email protected].