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Scheduling and booking

Updated

Overview

PSA includes a self-service booking flow (a Timezest-style scheduler backed by Microsoft 365 calendars). Instead of trading emails to find a time, a technician sends the contact a booking link; the contact picks an open slot; a calendar event is created and the appointment lands on the ticket. This article covers both ends: setting it up, sending a link, and what the customer sees.

Scheduling Settings

Admins configure org-wide scheduling under PSA → Settings → Scheduling:

  • Microsoft 365 tenant — connect the M365 tenant whose calendars provide real availability.
  • Slot duration — how long each bookable appointment is (default 60 minutes).
  • Buffer — padding between appointments (default 15 minutes).
  • Booking window — how far ahead contacts can book (default 14 days).
  • Working hours — per-day start/end (default Mon–Fri 9:00–17:00).
  • Timezone — the org's scheduling timezone (default America/New_York).
  • Confirmation message — optional custom message shown after a booking is confirmed.

Sending a Booking Link (Technician)

From a ticket's Booking Request card in the right rail (or the scheduling tools), send a booking link to the contact:

  1. Open the ticket (it must have a contact).
  2. On the Booking Request card, send the booking link. PSA generates a secure, single-use link and emails it to the contact.
  3. When the contact books, the appointment is confirmed and reflected back on the ticket.

You can also publish reusable scheduling links (create/list/edit/delete under scheduling) for ongoing self-service booking.

What the Customer Sees

The contact clicks the emailed link and opens a public booking page (no login required — the link is secured by a signed token). They:

  1. See available time slots, computed from the assigned tech's M365 calendar within your working hours and booking window.
  2. Pick a slot.
  3. Confirm — a calendar event is created and they see your confirmation message.

Booking links are single-use and time-limited: once a slot is confirmed (or the link expires) the page tells the contact the link has already been used or has expired.

Availability

Available slots come from the technician's connected M365 calendar, filtered by your org's working hours, slot duration, buffer, and booking window. If M365 isn't connected (or returns no free time), the booking page shows no automatic slots — but booking can still be arranged manually.

Troubleshooting

"Invalid booking link." The token is wrong or tampered with — resend a fresh link.

"This booking link has already been used" / "has expired." Links are single-use and bounded by the booking window. Send a new one.

No slots appear. Connect the M365 tenant under Scheduling settings and confirm working hours and booking window allow free time. Without M365 you can still arrange the appointment manually.

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