TimeZest Basics
The Insights pane (on the right) on Autotask tickets contains an integration to use TimeZest to send a scheduling link to schedule tech appointments.
Do not use the integration while in edit mode. If you save the ticket after sending the scheduling link, the information that TimeZest changes on the ticket (such as the status) will be undone. Edit the ticket, save it, and then use the integration to send a scheduling link.
When an appointment is scheduled, TimeZest updates the primary resource in Autotask with the scheduled tech. However, if the tech is already a secondary resource, TimeZest will not change the primary resource.
Use TimeZest every time for scheduling remote appointments. This will ensure that the customer always receives the email confirmation. If you want to schedule the appt for the customer, use the option to generate a URL. Then use the URL to schedule the appointment yourself. The service call will automatically be added to the ticket and the customer will receive a confirmation.
To maintain consistency of customer experience and ensure customers receive confirmation emails, use TimeZest for every remote appointment you schedule.
Scheduling Multiple Techs
You can schedule multiple appointments by adding more than one name in the Resources field.
Schedule with a Different Contact
Under Additional Options, you can chose to Schedule appointment with a different customer contact, even one that is not attached to the ticket.
Scheduling the Correct Appointment Type
It is critical that you use the correct TimeZest appointment type when sending a user a scheduling link. Using the wrong appointment type results in the user receiving incorrect information. They may be told to call in when no call is necessary, or vice versa. They may think their machine is going to be monopolized by us for an extended period of time, when that is not the case. Or they may not be prepared for us and may assume they can keep using the machine through the appointment when that is not the case.
The appointment types are all listed in the TimeZest dashboard and are also visible from the AT ticket integrations panel.
Cancelling an Appointment or Scheduling Request
If the Appointment Type is configured properly, all service calls and scheduling requests associated with a ticket will automatically be cancelled when the ticket is marked COMPLETE.
To cancel the service call manually: Cancel a service call using the Actions dropdown box (3-dot menu) in the ticket's insights panel. This will remove the service call from the ticket automatically:
Shareable URLs
You can send a link to a customer that is not associated with a ticket. When the customer schedules time, a ticket gets created. This saves time for simple issues since we don’t have to create the ticket.
Customer must have an email address that is associated with a customer in AT. Otherwise, the appt will not be scheduled and the customer will be notified of that. While the form does ask for the company name, the entry doesn’t effect whether the appointment can be scheduled. Only the email address seems to matter.
Keep in mind that once we give a user the URL, there is nothing to stop them from using it at any time to create more tickets and appointments unless we remove the URL from TimeZest or remove the user from AT.
You will see some Appointment Types in TimeZest that have a “Shareable URL” link underneath. This is the link you can send to the customer via email if there is not yet a ticket. We can add a “Shareable URL” link to any appointment type. Ask Roberta.
Handling Email Bouncebacks
TZ system will deactivate emails that bounce to protect the system from being seen as spam. If you get an email from TimeZest with the subject, "TimeZest was unable to send an email to one of your clients," double-check that the email address in Autotask matches the user's actual email address, and then reach out to chat support to re-activate the email address.
See Also
Related Articles
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