TimeZest Setup Guide

Purpose

This document outlines the steps for connecting TimeZest to Mizo. Once connected, Mizo adds TimeZest booking links to the emails it sends end users, so they can pick a time on the technician’s calendar without any back-and-forth.

Mizo chooses the appointment type for each ticket from your booking rules. When the assigned technician can’t be booked, it books the team your rules name. Once the end user picks a time, the ticket shows the appointment as booked.

Section 1 – Before you connect

Step 1: Write the appointment back to your PSA

TimeZest adds a booked appointment to the ticket only through your TimeZest workflow. For each appointment type Mizo will offer, make sure the workflow includes the action that creates the appointment in your PSA:

On ConnectWise PSA, each technician’s TimeZest calendar must also be set to ConnectWise.

Step 2: Match your technicians

Mizo finds a technician in TimeZest by their email address. Each technician who should receive booking links needs:

• The same email address in TimeZest as in your PSA.
• A schedulable TimeZest calendar.

A technician without a schedulable calendar can still get bookings through a team, as described in Section 5.

Section 2 – Create a TimeZest API key

1. Sign in to TimeZest as an administrator.
2. Go to Settings > API Keys.
3. Create a new key named Mizo and copy it.

Section 3 – Configure the integration in Mizo

Step 1: Open the integration

1. Log into the Mizo console.
2. In the left-hand menu, go to Integrations.
3. Select TimeZest from the list.

Step 2: Save the API key

1. Paste the key from Section 2 in API key.
2. Click Save. Mizo checks the key right away and shows whether TimeZest accepted it.

Step 3: Pick the default appointment type

Once the key is accepted, Mizo lists your TimeZest appointment types.

1. Under Default appointment type, select the type Mizo should use when your rules don’t name another one, and when a technician sends a link from the ticket without choosing a type.
2. Mizo starts sending TimeZest links once a default type is selected.

If you later change the API key, select the default type again: appointment types belong to the TimeZest account.

Step 4: Choose the booking provider (only with Microsoft Bookings)

When both Microsoft Bookings and TimeZest are connected, a Booking provider section appears. Choose the one Mizo uses for new booking links. Links already sent keep working with the provider that created them.

Section 4 – How TimeZest links behave

• Bookable for 6 days. Each link can be booked for 6 days after it is created.
• One link per ticket. When Mizo needs a link again for the same technician, appointment type and team, it reuses the ticket’s unbooked link while it can still be booked. Otherwise it creates a new one.
• Links can’t be withdrawn. TimeZest can’t cancel a link once it has been sent. When Mizo replaces a link, the old one stays bookable until it expires, and Mizo still records a booking made on it.
• Booking status. Mizo checks unbooked TimeZest links every 15 minutes. Once the end user picks a time, the ticket banner shows the booking as confirmed, with the appointment type.

Section 5 – Write booking rules

Booking rules tell Mizo which appointment type and team to use. They live with your first response rules:

1. In the Mizo console, open Fine tuning > Communication configuration.
2. Edit First response communication rules.
3. Add your booking rules in plain language.

Examples:

• Onsite work uses the Onsite visit appointment type.
• Book the Dispatch team when the assigned technician cannot be booked.
• Contoso is a Gold client: use the "Phone Call [Gold Clients Only]" appointment type for their calls.

Rules can name an appointment type by the name your end users see or by its internal name in TimeZest. Use the internal name when two types show end users the same name.

Mizo books a team only when your rules name one, or when the technician has no schedulable TimeZest calendar. Technicians can also ask for a specific type or team from the ticket chat, for example “send them a booking link for an onsite visit”.

Troubleshooting

• TimeZest rejected the API key: Create a new key in TimeZest and save it again in Mizo.
• No TimeZest link in the email: Check that a default appointment type is selected, and, if Microsoft Bookings is also connected, that TimeZest is the selected booking provider.
• “No bookable TimeZest calendar”: The technician’s email doesn’t match a schedulable TimeZest calendar. Fix the email or the calendar in TimeZest, or add a rule naming the team to book.
• The booking doesn’t appear on the ticket in the PSA: Add the PSA action listed in Section 1 to the TimeZest workflow of that appointment type.
• The wrong appointment type is offered: Check the default appointment type, then make your booking rule name the type exactly as TimeZest lists it.