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Scheduling with TimeZest: in-ticket user training.
Scheduling with TimeZest: in-ticket user training.

Using TimeZest within tickets, training documentation.

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

This article provides documentation that teams can reference for up-to-date functionality and training for using TimeZest with tickets. TimeZest's location within a ticket may have slight variations in verbiage and shape depending on the PSA system that you use, but the functionality is the same.

What is TimeZest?

TimeZest allows your end users to book appointments when requested from a ticket, automatically accounting for availability, and booking the appointment into your PSA system. It eliminates the back-and-forth email exchanges to find a mutually convenient time and helps your end users get their problems solved faster.

Many behaviors in TimeZest are customizable, if you notice areas that could use an adjustment, please communicate with your TimeZest system administrator.

How to schedule with TimeZest.

  1. Select the Resources that are required to be scheduled for this appointment.

  2. Choose the Appointment Type that is needed.

  3. Push the Ask client to schedule button.

That is it! TimeZest now automatically sends your clients automated emails requesting that they choose a time for their appointment, and TimeZest will enter it in your calendar as well as writing a note against the ticket, and updating the ticket status (if configured to do so).

Additional Options & Functions

Canceling an Appointment

When you need to cancel an appointment that a client has booked, you can do that directly from the TimeZest pod.

Next to the meeting that you need to cancel select the ellipsis icon then Cancel.

When the appointment has been scheduled by the client/ end-user a box will appear for you to send an email to the end user explaining the reasoning for cancellation. This will be sent to the end user. TimeZest will also record this cancellation (and the reason) in the internal note it writes to the ticket.

Inviting Additional Guests

This feature is located within the additional options section and allows you and your clients to invite additional guests to an appointment. Simply add the email addresses of the additional attendees and TimeZest will send them confirmation emails with calendar events attached.

Your clients can also add additional attendees when they confirm their appointment time.

Per-Appointment Date & Time Limits

Located within the Additional Options button right below the Resources dropdown. Explore this feature for on-the-fly scheduling parameters.

Panel Scheduling

Allows scheduling of up to four internal resources on a single appointment. TimeZest will display common availability for those resources to the end-user and include all resources on the same appointment.

Team Scheduling

When reviewing the Resources drop-down, you'll see Teams listed (if set up in your system). It can be identified by a team icon next to the team name. When a Team is used, only one member of that team will be scheduled for the call. Think of it as automatic dispatching within a group of predetermined individuals.

Use different appointment duration

This function changes the duration of the appointment, on the fly. This will override the default duration setting of an Appointment Type.

Scheduling an appointment with a different contact

This feature allows meeting invitations to be sent to other contacts within the same company, other than the primary contact on the ticket.

If the drop-down list does not show all the contacts, simply type in the name and it will populate if they are a contact for the company on that ticket.

Copy scheduling URL

This is available in two ways:

  • Copy the scheduling URL of an invitation that was previously sent.

  • Copy a new scheduling URL to include in an email you are already sending.

To copy a scheduling URL for an invitation that was already sent, select the ellipsis icon next to the appointment, then select Copy URL

To copy a scheduling URL to include in an email you are already composing while bypassing sending the invitation via TimeZest select the Resources and Appointment Type then click on the downward arrow on the right.

Important: When you use "Generate scheduling URL", TimeZest will by default not send an email to the end user inviting them to choose a time, nor update the ticket status or add notes. It also does not trigger Reminder emails or the No-Response workflow timing. Manual follow-up will be needed.

For more information:

This is our collection of help articles containing detailed information on all features available in TimeZest: Features | 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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