When a ticket has an upcoming TimeZest appointment or scheduling request but your client no longer needs it and the ticket gets closed, TimeZest will now automatically cancel the upcoming appointment(s) or scheduling request(s) so your client won't mistakenly join the appointment that still appears on their calendar.
The new setting can be found within each appointment type's setting under the Schedule Options section (when in
Classic Configuration
mode):
Or if the appointment type is converted into
Workflow
mode, you will see the new trigger called "When the associated ticket is closed with upcoming appointments or schedule requests":
We suggest to add these two actions into the Workflow trigger:
- Remove all associated appointments and online meetings
- Add a note to a [PSA] ticket.
TimeZest will run a check
every 5 minutes
on tickets that are in a status that is considered "Closed" and has an appointment that is about to start within 1 hour.TimeZest will also run a
daily check at 3am UTC
on tickets that are in a status that is considered "Closed" and has an appointment that is about to start within 10 days.If any of the two conditions above are met on the ticket, then the appointment will be cancelled:
Also, a note will be added to the ticket indicating that the appointment or scheduling request has been closed:
For more information, check out the Help Center article.