When an appointment type is in classic mode, TimeZest presents the configuration options you've always used, and translates changes in these options to changes in the workflow.

However, if you've converted a workflow to workflow mode so you can customize the workflow directly, these options no longer appear. This article details how TimeZest made those changes, so you can manually update your workflows if you need to.

Turning Ticket/Contact Phone Number updating on or off

TimeZest can update the phone number of a contact (and, in ConnectWise Manage only, a ticket) with the phone number provided by a client.

To disable this behavior, find the when the client schedules their appointment trigger, and delete the Update the ticket/contacts phone number in ConnectWise Manage/Autotask action.

To enable this behavior, find the when the client schedules their appointment trigger,

and add a new Update the contact's phone number in ConnectWise Manage/Autotask or Update the phone number of a ticket in ConnectWise Manage, depending on the exact behavior you want.

Turning ticket owner updating on or off.

TimeZest can update the owner (in Autotask, the primary resource) of a ticket in ConnectWise Manage or Autotask to the user who has been scheduled for an appointment.

To disable this behavior, find the when the client schedules their appointment, and delete the Update the ticket owner/primary resource in ConnectWise Manage / Autotask action.

To enable this behavior, find the when the client schedules their appointment, and add a new Update the ticket owner/primary resource in ConnectWise Manage / Autotask action.

Adding a video call to an appointment.

TimeZest can automatically create a video call via the Zoom or Microsoft Teams integrations.

To disable this behavior, find the when the client schedules their appointment, and delete the Create a Zoom / Microsoft Teams online meeting.

To enable this behavior, find the when the client schedules their appointment, and add a new Create a Zoom / Microsoft Teams online meeting action.

If you have edited the default Create Note on Ticket action, or the default email templates, you will want to ensure that the details for the online meeting are included in the note for the technician, as well as the emails sent to the user - otherwise they won't know how to join the call!

Changing TimeZest's behavior when creating a new contact.

TimeZest supports a number of behaviors when creating a new contact, as might be required when scheduling using a Shareable URL. These same options exist on the Create a New Contact in ConnectWise Manage / Autotask action found in the when the client schedules their appointment trigger.

Changing an appointment from creating an activity/company to-do to creating a schedule entry/service call, or vice versa.

To change the type of schedule entry that's created for users in their ConnectWise Manage calendar, find the Create an activity in ConnectWise Manage action in the when the client schedules their appointment, and delete it. Add a new Create a schedule entry in ConnectWise Manage to replace it. To change in the opposite direction, reverse these steps.

To change the type of calendar entry that's created for users in their Autotask calendar, find the Create a company to-do in Autotask action in the when the client schedules their appointment, and delete it. Add a new Create a service call in Autotask to replace it. To change in the opposite direction, reverse these steps.

Important: always ensure that one, and only one of these activities is present in the when the client schedules their appointment trigger, or TimeZest will not create schedule the appointment correctly, leading to customer and technician confusion.

Changing the email templates that TimeZest uses when notifying customers.

The email template which TimeZest uses to notify customers can be set in the various Send an email to the client actions in the workflow:

  • To change the template that TimeZest uses to notify the client to pick a time for their appointment, change the action in the When an appointment is requested from the ConnectWise Manage pod trigger

  • To change the template that TimeZest uses when confirming the appointment that a client has selected, change the action in the When the client schedules their appointment trigger

  • To change the template that TimeZest uses when confirming a rescheduled appointment, change the action in the When the client schedules their appointment trigger.

  • To change the template that TimeZest uses when the client or technician cancels their appointment, update the actions in both the When the client cancels their appointment and When the technician cancels their appointment triggers.

Previously, TimeZest would use the "confirmation template" for both the scheduling and rescheduling confirmation emails, and the "cancellation template" for both the client and technician cancels appointment emails. With workflows, you can now customize this further if your processes require it.

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