All Collections
Tutorial: Setting up Shareable URLs inside Workflows for ConnectWise
Tutorial: Setting up Shareable URLs inside Workflows for ConnectWise

Setting up Shareable URLs within Workflows for your ConnectWise integration.

Johannah Strobaugh avatar
Written by Johannah Strobaugh
Updated over a week ago

Once an appointment type is switched to Workflow mode, there are steps you must take manually to enable shareable URLs for an appointment type where this wasn't previously enabled.
You can avoid having to do this by enabling Shareable URLs for an appointment type prior to switching it to workflow mode.

Visit these articles to discover more information and use cases leveraging Shareable URLs.

Understanding the Basics of Shareable URLs

Before we look at how to set up a Shareable URL inside your Appointment Type it is important to understand the basic function of the Shareable URL feature.

Shareable URLs can be used outside of ConnectWise to schedule meetings which will automatically create a service ticket with a schedule entry or an activity as designated within the Appointment Type settings. These settings also apply to the overall functionality of the Appointment Type when used with the TimeZest pod within a ticket.

How are you wanting to use the link?

Firstly, determine if you want to create a schedule entry and a new service ticket, or an activity (which can be added to the CWM calendar, but don't require a ticket to be associated with them). Generally, we recommend creating a ticket where there could be any follow-on work to track. Activities are better for one-off appointments which are unlikely to require extensive follow-up.

Is Outlook your primary calendar?

Users who don't work in ConnectWise can still use Shareable URLs. This is great for C-level executives and sales teams. In this case, you would want to set up the Shareable URL options to create an activity in ConnectWise. TimeZest will look at the individual user's calendar settings to determine if an activity is needed or an Outlook meeting, as long as the workflow action Create an Office 365 Event is set up within the workflow.

*Note: Setting up ConnectWise options to create an Activity in ConnectWise is still required due to the account integration, otherwise the appointment type won't schedule properly when a resource uses ConnectWise Manage as their calendar.

Setting up a Shareable URL

The actions we add below are needed for Shareable URLs in addition to those that allow the Appointment Type to work properly with the TimeZest Pod within a ticket.

***Many actions have designated articles detailing more in-depth information. Those will be listed to reference for more information.

Appointment Details

Ensure you have a URL Slug designated for this Appointment type.


Review the Field labels to determine that they fit your business verbiage needs. These are the client-facing labels they will see when scheduling their appointment.

Issue Description will be grayed out if it is not set up inside the workflow action list. We will set this up in the next step.

Trigger: When the client schedules their appointment

Add action: Schedule Entry or Activity

  • Choose either "Create a Schedule Entry in ConnectWise Manage" or "Create an activity inside ConnectWise Manage".

  • An activity is a standalone entry and is not tied to a service ticket.

  • A schedule entry is used within a service ticket and will need a service ticket action also created.

Important: One of these selections is required for proper functionality, even when using Office 365.

Not sure which to choose? Review: How are you wanting to use the link?

  • Description: include details that are important for your business needs. It is important to include basics like names, scheduled meeting times, and online meeting information if needed. For more information about the variables available: Action: Add a Note to a ConnectWise Manage ticket

Important for Shareable URLs

  • Notes: Include details that are important for your business needs. It is important to include basics like names, scheduled meeting times, and online meeting information if needed. For more information about the variables available: Action: Add a Note to a ConnectWise Manage ticket

  • Include the variable Issue Description within the notes section. Once it is included in the note, you can now edit the Issue Description under Fields.

Add action: Service Ticket (if required)

Within the action, choose the selections that best fit this Appointment Type's needs. Visit Action: Create a ConnectWise Manage Service Ticket, for more information about the different options available. All sections should be set up before proceeding.

This action is required if a schedule entry is being created in the ConnectWise Manage calendar, as ConnectWise Manage requires a schedule entry to be associated with a ticket.

Important for Shareable URLs:

  • Creation Mode: select Create a service ticket only when one isn't associated with the scheduling request.

  • Summary: designate if you want a static description of this meeting or if you want the end-user to describe what the meeting is about. This turns on the ability to edit the Issue Description section under Fields.

  • Status: Choose a Scheduled Status, the ticket will already be scheduled when it is created.

Add Action: Create Contact in ConnectWise Manage.

TimeZest will first see if the end-user is a contact already in ConnectWise. If they are not, you must decide which actions to take. This action is always required, as ConnectWise Manage requires that a contact is associated with either a ticket (for a schedule entry) or an activity.

*TimeZest will ignore creating a contact when writing an Office 365 appointment for a user who has Outlook as their writable calendar.

Tip: For meetings where you want to ensure the end user is a customer in your system, you may want to select "Reject if matching email domain not found".

Generating the Shareable URL

Navigate to the Appointment Types dashboard. The URL generator is built into this page.

  • Select the resource(s) you are wanting the URL to schedule. You can use both Panel Scheduling and Team Scheduling with a URL.

  • Copy the Shareable URL by selecting the Copy icon.

Additional Helpful Actions

If you have any questions, please feel free to reach out by clicking on the chatbox to the right or at [email protected].

Did this answer your question?