Allow admins to silent cancel
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Chris Shipley
We'd like admins to be able to cancel events that won't email the contact when so done.
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Jason Casuga
Merged in a post:
Button to deny a meeting from an email notification
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Noah Weir
Add an option to deny a meeting and maybe have an option for "issue resolved, not needed, etc"
Jason Langenauer
Hi Chris,
Can I ask what you see the use case for this being? At the moment, scheduling requests are cancelled silently, when they are cancelled by an admin before the user has scheduled an appointment. But after that, we notify the user.
The problem I see is, that if TimeZest doesn't notify the user, they'll think their appointment is still on, even though it's been cancelled, which seems like a bad experience for them.
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Chris Shipley
Jason Langenauer: The use case that it is already silent for is the one I wanted to cover, so I cannot see another reason I want that to occur, either.
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Chris Shipley
Jason Langenauer: The scenario came up where this doesn't apply. We have our marketing team scheduling appointments with our sales team via timezest. Marketing team has the realtionship with the potential customer - manages the appointment, etc. Marketing team gets a request from end-user (either by phone or email) to change the appointment. Since the appointments have to be canceled by an admin (because it has to happen through app.timezest.com since Activities in ConnectWise have no Pod), the workflow is confusing to the end user.
Day 1 - Prospect Tim sets up appointment through Marketer Mark from their initial call.
Day 1 - Marky Mark uses a TimeZest shareable URL to input this appointment for Sales Lead Janice. Marky Mark inputs Prospect Tim's email address as the requester, inputs the requested data, and submits to Sales Lead Janice's calendar for Day 7. Prospect Tim gets the invitation confirmation and calendar appointment.
Day 3 - Prospect Tim is interested, but needs to reschedule. Prospect Tim doesn't spend the time to click the Reschedule button from the confirmation email. Why do that? Prospect Tim doesn't even know how cool TimeZest is. So Prospect Tim calls the best Marketer in the game, Marky Mark - "hey Marky Mark, can we reschedule for Day 12 instead of Day 7? I got some things to do."
Day 3 - Marky Mark, being the best Marketer around, says "Sure thing, buddy. I got you in there, you should see a new appointment."
Day 3 - Prospect Tim is very secure knowing there's the new appointment.
Day 4 - Sales Lead Janice asks a TimeZest admin (because she can't do it herself, that's another feature request) to cancel the appointment on Day 7 so she can clear up her calendar and Zoom appointments for others. It's no problem for the ConnectWise activity, Marky Mark did that! But in Google Calendar and on Zoom, Marky Mark doesn't have access to update those.
Day 5 - TimeZest Admin cancels the appointment.
Day 5 - Prospect Tim is confused. This new email says the appointment is canceled. But Prospect Tim thought Marky Mark was the best Marketer in the business and wouldn't let them down. Sales Lead Janice is just trying to keep her calendar open. Prospect Tim didn't eye that this was specifically a cancellation for Day 7. Coming only 2 Days after talking to Marky Mark, Prospect Tim is thinking: well darn it, this company doesn't have their collective act together at all!
Day 12 - Sales Lead Janice is waiting for Prospect Tim, but they've already moved on.
This also hurts when we are scheduling with direct service customers, that's just one example where SILENT cancelations are very good. TimeZest is very good for a lot of things, but for us it can't be the only arbiter of when to send a silent cancellation.
Jason Langenauer
Chris Shipley: You could use the new workflows feature in TimeZest to setup silent cancelling, with the caveat that it will apply to all technician-initiated cancellations for an appointment type, rather than being able to be selected on a per-case basis.
But if that is not an issue, then you can simply delete the "Send an email to the client using the Default Cancellation Template template." action, and TimeZest won't send an email when the appointment is cancelled.
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Chris Shipley
Jason Langenauer: the ironic piece here being that I have not yet looked into these changes and I had to miss the webinar yesterday. thank you!