Once Workflow mode is turned on for an appointment type, you must take these steps to set up Shareable URL functions, if it was not previously set up under Classic Configuration.
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 Autotask to schedule meetings which will automatically create a Service ticket or a Company To-Do as designated within the Appointment Type settings.
How are you wanting to use the link?
Determining if a service ticket or a To-Do is more appropriate for the type of appointment you are setting up will depend on your business needs. Generally, we see anything Help Desk-related set to create a Service Ticket. To-Dos come in handy for teams that do not need a ticket to properly track the meeting.
Is Outlook your primary calendar?
Users who don't work in Autotask 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 a To-Do. TimeZest will look at the individual user's calendar settings to determine if a To-Do is needed or an Outlook meeting, as long as the workflow action Create an Office 365 Event is set up within the workflow.
Here is a use case article: Scheduling Links Inside Email Signature Blocks
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 Insight within a ticket.
***Many actions have designated articles detailing more in-depth information. Those will be listed to reference for more information.
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 steps.
Trigger: When the client schedules their appointment
Add action: Company to-do or Service Call
Choose either: Create a company to-do in Autotask OR Create a Service Call in Autotask.
A company to-do is a standalone entry and is not tied to a service ticket.
A service call 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: Create a Note on an Autotask 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: Create a Note on an Autotask 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.
Create a service ticket in Autotask (If required)
Within this action, choose the selections that best fit this Appointment Type's needs. Visit Action: Create an Autotask Service Ticket for more information about the different options available. All options should be set up before proceeding.
This action is required if a service call is being created in the Autotask calendar as a service call must be associated with a service 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 a Contact in Autotask.
TimeZest will first see if the end-user is a contact already in Autotask. If they are not, you must decide what actions to take.
*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, 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.
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 chat box to the right or at [email protected].