Board/Status Configuration

A foundational feature to automate ticket status updates.

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

The Board/Status Configuration will automatically keep your ticket statuses up to date. These should all be set to maintain visibility, updated tickets, and consistent record-keeping.

Understanding Ticket Statuses with TimeZest

Statuses are created and set up within your PSA. Once created, they are available to apply within TimeZest. Our best practice recommendation is to create separate statuses for TimeZest within your PSA.

Using statuses that are only for TimeZest allows clear visibility on our boards when reviewing tickets and pulling analytics with a service that can gather data via ticket status names. This also ensures other processes or automation being used within your PSA do not confuse or interfere with TimeZest processes.

Status after creation is the status after an invite is sent to the client. Use a status that does not have any email workflows attached to it inside your PSA. As TimeZest has reminders built in, any workflow emails from your PSA will create noise for your clients.

Examples: TimeZest Schedule Sent, Scheduling Pending TZ.

Status after scheduling is a "scheduled" status.

Examples: TimeZest Scheduled, Scheduled- TZ.

Status after cancellation is used when Cancelling & Rescheduling is turned on. The ticket will flip to this status if a client/ end-user cancels their upcoming appointment. This can be used in conjunction with workflows within your PSA to automate processes.

Examples: TimeZest Appt Cancelled, Cancelled- TZ.

No-Response status can be used in conjunction with workflows within your PSA to send automated emails and auto-closure notices or to notify the technician or dispatcher to review for manual follow-up.

Examples: TimeZest No-Response, No-Response - TZ.

Applying Ticket Statuses inside TimeZest

  1. Locate Integrations

  2. PSA Integration

3. Board / Status Configuration

4. For ConnectWise PSA: Apply statuses to each board.

Setting No-Response timing

For the No-Response status to change, you must define the amount of time to pass after sending the client an invitation to schedule within each Appointment Type. This should be after any reminders.

Example: First Reminder: 24 hours, Second Reminder: 2 days, No-Response: 4 days.

To learn more about Reminders: Reminders | 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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