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Overview

Schedule Assist allows you to schedule technical meetings, on-site visits, and other appointments with your customers directly through the MSP Process PSA Pod. You can send customers a booking link from within a ticket, share a scheduling link outside of a ticket, or book an appointment on the spot.

Pre-requisites

If you have not already setup ScheduleAssist, please review the ScheduleAssist: Admin Setup for further information. Before using Schedule Assist, make sure the following pieces are in place:
  1. Your team has company shared appointment types created (for example: support call, sales call, on-site visit, phone call) that any tech can assign.
  2. Any techs who need their own appointment types have set them up in the MSP Process portal under Schedule Assist > Appointment Types.
  3. Each tech is assigned to the company shared appointment types they need.
  4. A tech can only schedule a company-shared appointment type they have been assigned to.

Creating a New Appointment Type

  1. Click Add Appointment Type in the top-right corner.
  1. Fill out the form to describe the appointment.
  2. If the appointment is for an on-site visit, consider adding a buffer before and/or after to allow travel time to and from the site.
  1. Click Next in the bottom right to set your Availability Hours*.*
  1. Click Next: Intake Questions to move on to Intake Questions.
  1. Enter any questions you would like to ask the person booking, then click Save & Finish.
Repeat this process for any other appointment types that you may need. Sharing a booking link outside of a ticket: If you want to send your appointment scheduler to someone outside of a ticket, click the booking link icon to copy the link for that appointment type.

How to Use (Step by Step)

  1. Log into your PSA and open an active service ticket (or contact).
  1. Log into your MSP Process pod and click the Schedule Assist icon in the menu (it looks like a calendar).
  1. Select the meeting type, the duration (if you want to lock in a maximum ticket duration for this appointment), and any technicians required for the appointment.
  2. Choose how you would like to send the appointment to the customer, then click Send booking link at the bottom. This sends the customer a link to your schedule so they can book their appointment.
  1. When your customer clicks the link in the email, they will see a scheduling page like the one below.
  2. The customer selects the duration, date, and time, then clicks Confirm booking.
  3. Once they confirm, they will see the appointment details and receive a confirmation email.
  1. Once they confirm, they will see the appointment details and receive a confirmation email.
Scheduling an appointment on the fly You can also schedule an appointment on the spot. Click the Book now link in the top menu tabs and fill out the appointment information. Viewing your calendar Techs can view their calendar any time by clicking the Calendar tab in the top menu of the Schedule Assist pod interface. If you should experience an issues or have any questions, please reach out to our support. You can view different ways to reach out here.