Using the TimeZest Pod in ConnectWise
Understanding TimeZest as a user in ConnectWise
Johannah Strobaugh avatar
Written by Johannah Strobaugh
Updated over a week ago

TimeZest brings automation to scheduling appointments with your clients. As a user of TimeZest, we want to bring a clear understanding of what you can expect and what your clients will experience. Many features are customizable, so if you notice areas that could use an adjustment, please communicate these with your Administrator.

Standard scheduling within a Service Ticket - a quick demo.

How to:

Canceling an Appointment

When you need to cancel an appointment that a client has booked, you can do that directly from the TimeZest pod.

Next to the meeting that you need to cancel select Actions then Cancel.

When the appointment has been scheduled by the client/ end-user a box will appear for you to send an email to the end user explaining the reasoning for cancellation. This will be sent to the end user. TimeZest will also record this cancellation (and the reason) in the internal note it writes to the ticket.

When you have scheduled a call, the meeting will appear on your ConnectWise Calendar, just as any other schedule entry. The color of the appointment will be determined by if you are scheduling within a Service Ticket or Project Ticket.

Is located within the Additional Options button right below the Resources dropdown. Explore this feature for on-the-fly scheduling parameters.

Use this feature to schedule After Hours Appointments.

This allows you to schedule up to four internal resources on a single appointment. TimeZest will display common availability for those resources to the end-user and include all resources on the same appointment.

Team Scheduling is different than Panel Scheduling. When you review the Resources drop-down, you'll see Teams listed (if set up in your system). When a Team is used, only one member of that team will be scheduled for the call. Think of it as automatic dispatching within a group of predetermined individuals.


This function allows you to change the duration of the appointment, on the fly. This will override the default duration setting of an Appointment Type.

Schedule an appointment with a different contact

This feature allows you to send meeting invitations to other contacts within the same company, other than the primary contact on the ticket.

NB: If the drop-down list does not show all the contacts, simply type in the name and it will populate if they are a contact for the company on that ticket.

Copy scheduling URL

This is available in two ways:

  • Copy the scheduling URL of an invitation that was previously sent.

  • Copy a new scheduling URL to include in an email you are already sending.

To copy a scheduling URL for an invitation that was already sent, select the Actions dropdown next to the appointment, then select Copy URL

To copy a scheduling URL to include in an email you are already composing while bypassing sending the invitation via TimeZest select the Resources and Appointment Type then click on the downward arrow on the right.

Important: When you use "Generate scheduling URL", TimeZest will by default not send an email to the user inviting them to choose a time, nor update the ticket status or add notes. It also does not trigger Reminder emails or the No-Response workflow timing. Manual follow-up will be needed.

For more information:

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 at [email protected].

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