Ticket Workflow Template
Provides a sample for triggering custom automations based on ticket events and data fields. Download and customize to streamline workflows and enhance ticketing system automation.
Overview
Simplify client appointment scheduling with the TimeZest Integration for Pia. By connecting TimeZest directly to your service workflows, common scheduling tasks can be handled automatically, reducing the need for manual coordination and eliminating unnecessary back-and-forth with clients.
This Pia Pack includes scheduling automations, SmartForms and Extension Automations for:
- Day 1 setup and new staff onboarding appointments
- Sales consultations and quote requests
- Additional troubleshooting appointments with end users
- Onsite visit scheduling via SmartForms
Whether you're onboarding new users, coordinating a sales discussion, arranging additional troubleshooting, or booking an onsite visit, this Pia Pack helps ensure appointments are scheduled consistently and efficiently.
The result is reduced administrative effort, fewer scheduling delays, and a smoother experience for both clients and service desk teams.
Flow
Here's the flow:
Scenario 1: Day 1 Setup for Staff Onboarding
With the new TimeZest integration, you can opt to schedule a Day 1 Setup call with a newly onboarded staff member for tasks such as MFA setup or configuration when using the Pia Staff Onboarding Automation.
This helps expedite the onboarding process, delivering a smoother client and partner experience while reducing delays associated with manual coordination and form submissions.
For Staff Onboarding via SmartForms
- The client submits a Staff Onboarding request via email. The engineer assigned to the ticket completes the required onboarding tasks and chooses to schedule a call with the new staff member, specifying the email address that should receive the scheduling link.
- The client receives a TimeZest scheduling link at the nominated email address.
- The client selects a suitable time slot using TimeZest.
For Staff Onboarding via Tech Assist
- The engineer submits a form and opts to schedule a call
- The client receives a TimeZest scheduling link at the nominated email address.
- The client selects a suitable time slot using TimeZest.
Scenario 2: Customer Requests a Sales Quote
When you configure the Pia AI AutoStart for this package, the automation will automatically send a scheduling link whenever Pia classifies a ticket as
Service Request|Sales|Quote.
Pia will send a TimeZest scheduling link to the ticket contact, allowing them to easily arrange a call with the appropriate resource.
Example Sales Quote Workflow
- A ticket is generated in the PSA.
- Pia categorizes the ticket and starts the automation.
- TimeZest emails a scheduling link to the ticket contact.
Scenario 3: Schedule an Appointment via TimeZest for Printer Troubleshooting
When all Pia automated support options have been exhausted, the engineer can nominate an appropriate support appointment type and arrange further troubleshooting through a TimeZest appointment.
Example Scenario: Printer Troubleshooting Package
If the Printer Troubleshooting automation is unable to resolve the issue, the engineer is presented with the option to arrange an appointment with the end user through TimeZest.
Scenario 4: Schedule an Onsite Visit via SmartForms Portal
When a client submits the Schedule an Onsite Visit SmartForm, Pia will send a TimeZest scheduling link.
Example Workflow
- The client submits the Schedule an Onsite Visit SmartForm and requests an onsite visit.
- Pia sends a TimeZest scheduling link to the client's email address.
- The client clicks the scheduling link and selects a suitable date and time from the TimeZest calendar.
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