Admin guide to rolling out TimeZest across sales—create consistency, clarity, and collaboration.
If your TimeZest system is not already integrated with Microsoft 365, we recommend taking the time to do so now. Go to Microsoft 365 integration.
The Microsoft 365 integration is only available on our Professional Plan.
For more information: Scheduling with Office 365
Defining a user's primary calendar
In-app go to: Users ➝Configure ➝ Calendars ➝ Primary Calendar
Setting the Primary Calendar
In TimeZest, each user must have a Primary Calendar defined. This ensures appointments are written to the correct system and prevents scheduling conflicts.
PSA as Primary Calendar
Set the Primary Calendar to your PSA.
(Optional) For added protection against double-booking, also integrate Microsoft 365 and toggle on: “Block Conflicting Appointments.”
Benefit: Scheduling directly from a ticket lets you use TimeZest’s Pod/Insight/Tab for ad-hoc customization, such as:
Inviting guests
Defining a scheduling window
Adjusting duration from the default
Best for: Service and support teams who work primarily out of tickets, need ad-hoc scheduling flexibility, and rely on ticketing workflows for documentation and internal collaboration.
Microsoft 365 as Primary Calendar
Set the Primary Calendar to Microsoft 365.
If the user also has a PSA license and calendar, toggle on: “Block Conflicting Appointments” for the PSA calendar.
Note for sales teams: Users who work directly out of Microsoft 365 will need to use Shareable URLs to schedule appointments. These are set up within each Appointment Type. Learn more: Client‑Centered Booking: Using TimeZest Links in Sales
Best for: Sales or client-facing teams who live in their Outlook/Microsoft 365 calendars and don’t primarily work from tickets, but still need TimeZest to drive a smooth scheduling experience.
Appointment Type Opportunity Settings
To optimize an Appointment Type for sales use cases, you’ll configure it in Workflow Mode. This allows TimeZest to automatically update or create opportunities in your PSA.
In-app go to: Appointment Type > + New Appointment Type
How to Begin
In-app navigation: Appointment Types ➝ + Create New Appointment Type
Create a new Appointment Type.
Navigate to Additional Settings
For more information: Introduction to Workflows
Create an Opportunity Action
Note: This action is not available for HaloPSA users. HaloPSA users can disregard this section.
Locate the trigger: “When the client schedules their appointment.”
Add action: Find or create an opportunity in ConnectWise PSA or Datto Autotask.
Edit the action to align with your organization’s sales process (e.g., assign opportunity owner, map to a sales board, or set default pipeline stage).
Ticket vs. a Non-Ticket Appointment
When setting up Appointment Types in Workflow Mode, one of the key decisions is whether the appointment should be associated with a Service Ticket or remain a non-ticket item (such as an Activity, To-Do, or standalone Appointment).
Ticket Appointments — Create a Service Ticket
Add action: Create a [Your PSA] Service Ticket
Use this option when the meeting should be tracked as part of your sales or service process — for example, when you want to record time, effort, or communication directly in your PSA.
Why you’d use it:
In many sales workflows, it’s helpful to create both an Opportunity and a Ticket.
The Opportunity manages your sales pipeline and forecasting.
The Ticket logs the work or time associated with the meeting.
Configuration tip:
Edit the action to match your sales process.
In ConnectWise PSA, for example, this often means assigning the ticket to a Sales board.
More details:
Non-Ticket Appointments — Create an Activity, To-Do, or Appointment
Add action: Create a non-ticket appointment type in your PSA:
ConnectWise: Activity
Autotask: To-Do
HaloPSA: Appointment
When to use it:
Choose this path when your meeting doesn’t need a full ticket — for example, sales calls, check-ins, or general meetings.
Purpose by PSA:
ConnectWise & Autotask: These non-ticket items can still be linked to an Opportunity, keeping your sales pipeline accurate.
HaloPSA: The appointment provides visibility for scheduling but isn’t linked to an opportunity.
More details:
Add a Microsoft 365 Event
Add action: Create a Microsoft 365 Event
If your users’ primary calendars are in Microsoft 365, include this action so that booked appointments sync directly into Outlook.
More details:
Replace the Default Confirmation Email with a Custom Email Action
By default, TimeZest sends a confirmation email to the client and any invited guests using a standard template. For sales-focused Appointment Types, it’s often better to customize this message for clarity and tone.
Delete action: Send an email to the client and any invited guests using the Default Confirmation Email template.
Add action: Send Email
Edit the email: Personalize the subject and body to:
Reference the upcoming appointment.
Set clear expectations (e.g., agenda, preparation steps).
Match your sales team’s tone and customer experience goals.
For more information: Starting with the WYSIWYG Email Editor
Use the Shareable URL or Personal Page
Copy the Shareable URL at the top of the Appointment Type page to provide to your contacts for scheduling.
For more information: Shareable URLs
2. Set up Personal Pages to provide multiple Appointment Type options.
Users > Configure > Personal Page
For more information: Personal / Team Pages
If you have any questions, please feel free to reach out by clicking on the chatbox to the right or at [email protected].