The Add a Note to a ConnectWise Manage service ticket action can add a entirely configurable note to the ConnectWise Manage service ticket associated with a scheduling request when it executes.

This action is available when your TimeZest account is connected to ConnectWise Manage.

Configuration Options

This action can be configured with the following options:

Note Content is the content of the note which will be added to the service ticket.

The text in blue backgrounds are variables, which TimeZest will replace with the actual values for the ticket / scheduling request when it generates the text for the note. When editing the note content, you can insert a variable by pressing Ctrl + { (i.e. Control and the left curly brace), which will display a list of all variables. Typing a few additional characters will filter this, and you can either click on the variable you want to insert, or use the arrow keys and press enter to insert it.

The complete list of variables which TimeZest can insert into a note is the following:

  • Agreed Time For Appointment (Client TZ) - the time the customer has selected for their appointment, formatted as a long string, e.g. "1:30pm on Wednesday, July 7, 2022 (Eastern Time (US & Canada))". This time will be in the time zone used by the client when they scheduled their appointment.

  • Agreed Time For Appointment (Scheduled User TZ) - the time the customer has selected for their appointment, formatted as a long string, e.g. "1:30pm on Wednesday, July 7, 2022 (Eastern Time (US & Canada))". This time will be in the time zone configured for the first scheduled user.

  • Appointment Cancelled By - a string which indicates if a cancelled appointment was cancelled by the client or a technician. It will have the value of either "client" or "technician".

  • Appointment External Name - the external name for the appointment, as configured in the appointment type.

  • Appointment Internal Name - the internal name for the appointment, as configured in the appointment type.

  • Cancellation Reason - the cancellation reason, if given, when an appointment has been cancelled by a client.

  • Client Company Name - the name of the client's company.

  • Client Email Address - the client's email address.

  • Client First Name - the first name of the client.

  • Client Last Name - the last name of the client.

  • Client Name - the full name of the client.

  • Client Phone Number - the phone number given by the client when scheduling

  • Client Phone Type - the phone number type selected by the client when scheduling

  • Client Time Zone - the time zone used by the client when scheduling their appointment.

  • Online Meeting Client URL - the URL that the client should use to join the online meeting for an appointment, if one has been created.

    Online Meeting Technician URL - the URL that the technician should use to join the online meeting for an appointment, if one has been created.

  • Online Meeting Password - the password needed to join the online meeting, if one has been created.

  • Online Meeting Type - a string indicating the type of online meeting - either "Zoom" or "Microsoft Teams".

  • Rescheduling URL - the URL a client can use to reschedule, if rescheduling is permitted.

  • Resource Names - the names of the resources for the appointment, joined into a sentence.

  • Scheduled User Names - the names of the scheduled users, joined into a sentence.

  • Scheduling URL - the URL the client can use to schedule their appointment

  • Ticket Number - the number of the ticket associated with a scheduling request, if one is associated

  • Ticket Summary - the summary of the ticket associated with a scheduling request.

Each paragraph has a "condition" which determines, based on if a variable actually has a value or not, whether TimeZest includes it in the note it generates. In the examples above, TimeZest will always include the first paragraph in the note it creates in ConnectWise Manage, but only include the second and third paragraphs when there is a value for the Online Meeting Technician URL and Online Meeting Password variables respectively.

To edit the condition for a paragraph, simply click on the grey right margin, and select the condition:

The note type control determines what type of note is created in ConnectWise Manage, and these correspond to the three tabs shown in the notes section against a ticket in ConnectWise Manage. At least one of the three types must be selected, as ConnectWise Manage requires this.

Additional Logic

If no service ticket is associated with a scheduling request - for example, when scheduling an activity which doesn't require a service ticket to be created - this action will simply by skipped by TimeZest.

Did this answer your question?