TimeZest's Professional Plan offers all our most powerful features to improve your experience and productivity. The foundational features below are available on our Free and Advanced plans. It is best to start with those, as they are the building blocks, then proceed to configure the advanced and professional features that match your uses. This guide does not include all features available on this plan. There is much room for customization beyond what is listed here.
Foundational features to setup first
Advanced Plan features
Professional Plan features
Custom Email Domain
Custom Email Domain allows TimeZest to send emails from your company's domain which gives your more power to ensure that emails are treated as genuine by the recipient. For example, if you use mymsp.com as your domain, configuring this as a custom email domain will allow TimeZest to legitimately send emails as - for example - [email protected]. This ensures any replies are sent back to your main support inbox.
Follow the below Help Article which will guide you through the necessary steps to setting up your Custom Email Domain. Once your domain is verified, don't forget to switch your mail-sending mode to Send email using a custom domain.
Team scheduling allows you to create teams, and have TimeZest schedule appointments with a single member of that team. Think of Team Scheduling as auto-dispatching or scheduling from a pool of resources.
Tip: Use TimeZest Defined Team when creating a new Team to divide your company into any combination of users.
Examples: Tier 1 Help Desk, Tier 2 Help Desk, Onsite Team, Professional Services, Sales Team West, Installation Team, etc.
There are two ways TimeZest can be configured to distribute appointments to the different members of a team.
Round-Robin: This evenly distributes appointments/tickets throughout the team, showing only one user's availability to the client at a time. Best used where even distribution is more prudent than providing the best availability to a client.
**If the user is not available within the scheduling window established for the Appointment Type, TimeZest will move to a different resource within that team.
Maximum Availability: Will provide the availability of all users on the team for the client to choose from. The client will receive the user's name once they confirm their appointment selection.
For more details: Team Scheduling
Shareable URLs are a flexible tool that you can utilize in many areas of your company. They allow your clients to schedule without needing an existing ticket in your PSA system. A Shareable URL is set up within each Appointment Type. It can create either a new Service Ticket or Activity/To-do within your PSA.
For Users who do not work within the PSA, Shareable URLs can be set up to schedule directly against their Outlook calendars. Here is an article about Scheduling with Office 365.
Our customers have found many use cases for Shareable URLs:
Marketing or Sales Emails
Bulk/ Campaign emails for Support Projects
Buttons on webpages
A particular appointment type can be configured to be used with Shareable URLs, and you can see the actual URL you share (for a particular resource) in the main Appointment Types screen.
*Ticket Status: Use a Scheduled type status as the new ticket coming in will already be a scheduled appointment.
For more details: Shareable URLs
Panel Scheduling allows up to 3 users to be scheduled on a single appointment. TimeZest will review their calendars for common availability and display this to the end user. It is easy to use and takes little to no setup.
In the Pod / Insight
Simply select up to 3 resources, this can include a combination of individual users and Teams. TimeZest will only offer times when all resources selected are mutually available.
To use panel scheduling with URL-based scheduling or Shareable URLs, simply include additional slugs in the URL, separated by a comma. For example:
For more details: Panel Scheduling
Office 365 Integration
Integrate with Office 365 to allow TimeZest to review your PSA calendar and Outlook calendar, avoiding double bookings.
This integration also allows users who do not work out of the PSA calendar to use TimeZest with Shareable URLs and schedule directly against their Outlook calendar. Once integrated, calendar settings are managed under each Users configuration.
For more details: Scheduling with Office 365 | TimeZest Help Center