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.
How to schedule with TimeZest.
Select the Resources that are required to be scheduled for this appointment.
Choose the Appointment Type that is needed.
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.
To learn more: Per-Appointment Date & Time Limits | TimeZest Help Center
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.
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.
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.
For more information: