Setting up a new product can sometimes be overwhelming. These key features will ensure you get the most out of TimeZest.
Features we discuss:
Use Reminders to automatically remind clients to schedule their appointments. The benefit of using the Reminders inside of TimeZest is that the call to action is visible inside the emails your client receives. This minimizes the chances of the appointment not being scheduled in a timely manner. Reminders are configurable for each Appointment Type.
For more details visit: Reminders
Board Configuration/ Status Configuration
The Board Configuration will automatically keep your ticket statuses up to date. These should all be set up to maintain visibility, clean tickets, and record keeping. Our best practice recommendation is to create separate statuses for TimeZest within your PSA.
Status after creation is the status after an invite is sent to the client. Use a status that does not have any email workflows attached to it inside your PSA. As TimeZest has reminders built in, any workflow emails from your PSA will create noise for your clients.
Examples: TimeZest Schedule Sent, Scheduling Pending TZ.
Status after scheduling is a "scheduled" status.
Examples: TimeZest Scheduled, Scheduled- TZ.
Status after cancellation is used when Cancelling & Rescheduling is turned on. The ticket will flip to this status if a client/ end-user cancels their upcoming appointment. This can be used in conjunction with workflows within your PSA to automate processes.
Examples: TimeZest Appt Cancelled, Cancelled- TZ.
No-Response status can be used in conjunction with workflows within your PSA to send automated emails and auto-closure notices or to notify the technician or dispatcher to review for manual follow-up.
Examples: TimeZest No-Response, No-Response - TZ.
Important! For the No-Response status to change, you must define the amount of time to pass after sending the client an invitation to schedule within each Appointment Type. This should be after any reminders.
Example: First Reminder: 24 hours, Second Reminder: 2 days, No-Response: 4 days.
Setting up Buffers inside Appointment Types will ensure meetings are not booked back to back. It is important to provide room for things such as note-taking and meetings running long. By taking this into account you provide a better customer and technician experience.
For more details: Buffer Times
Minimum Notice & Scheduling Window
When setting up these features, be methodical about the types of appointments you are setting up. A sales meeting may need different parameters than a break-fix session.
Minimum Notice feature helps ensure technicians have the appropriate time needed to prepare for an appointment. A Phone Call will need less notice than an Onsite appointment.
Scheduling Window sets parameters for how far out a client can schedule.
For more details: New Feature: Minimum Notice and Maximum Scheduling Windows
Best Contact Number
Leverage phone number collection to ensure resources have the best phone number for the appointment.
For more details: Updating Contacts Automatically
This is our collection of help articles containing detailed information on all features available in TimeZest: Features | TimeZest Help Center. If you have any questions, please feel free to reach out by clicking on the chatbox to the right or by emailing [email protected].