TimeZest Usage
The Insights pane on Autotask tickets contains an integration to use TimeZest to send a link to schedule tech appointments.
When an appointment is scheduled, TimeZest updates the primary resource in Autotask to be the scheduled tech.
Use TimeZest every time for scheduling remote appointments. This will ensure that the customer always receives the email confirmation.
Typically you will configure the settings and then click the blue "ask client to schedule" button. If you need to schedule a background appointment, use the option to "generate a URL" instead of clicking the blue button:
Then copy generated URL and use if schedule the appointment. The service call will automatically be added to the ticket.
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 techs on one appointment 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 in use 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 visible from the AT ticket integrations panel. For more detailed on each, you can view them in the TimeZest dashboard.
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 TimeZest integration. 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 automatically gets created. We often use this for projects where we need to schedule time to perform the same task for many users, as it saves us from having to manually create many individual tickets.
In order for a customer contact to successfully schedule an appointment with a shareable URL, the contact 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 schedule page does ask for the company name, the entry doesn’t effect whether the appointment can be scheduled. Only the email address matters in this regard.
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. If this occurs, we may have to remove the URL from TimeZest.
You will see some Appointment Types in the TimeZest dashboard that have a “Shareable URL” link underneath the regular link. This is the link you can send to the customer via email if there not yet a ticket. You can add a “Shareable URL” link to any appointment type.
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.
Insights Pane Bug Workaround
Occasionally the insights pane freezes up even though the rest of the ticket is fine. Refreshing doesn't seem to help. Here's a workaround:
- Log into app.timeest.com with your SSO login
- Go to Appointment Types, choose the appointment type you want, click on the three dots.
- Click Copy Scheduling Link.
- Click Copy Link button next to Shareable URL.
Finally:
- To schedule the appointment yourself, paste the link into a browser and then replace [ticketnumber] at the end of the URL with the actual ticket number.
- To send the link to a customer, paste the link into a ticket note. Before sending, replace [ticketnumber] at the end of the URL with the actual ticket number.
See Also
Related Articles
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