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Connect TimeZest so the agent sends customers a scheduling link the moment a ticket needs a booked appointment. Instead of a dispatcher watching the queue for tickets that need scheduling and manually firing the TimeZest request, the agent picks that up automatically — remote or on-site, right appointment type, right technician — and lets TimeZest close the loop back on the ticket.
TimeZest is configured in MSP Settings → Integrations. Works with ConnectWise and Autotask tickets today; HaloPSA support is planned.

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What it’s for

If you already run TimeZest with ConnectWise or Autotask, the current workflow is:
  1. A ticket comes in that needs a booking.
  2. A dispatcher moves it to the scheduling status.
  3. TimeZest sends the customer a link.
  4. The customer books, and TimeZest writes the appointment back on the ticket.
With Rallied connected, the agent replaces the dispatcher step. Tickets that need scheduling get their link sent right away, without your dispatcher having to babysit the queue. TimeZest still owns the booking and the write-back onto the ticket — nothing about how appointments show up in your PSA changes. The result: more of your tickets go through TimeZest, faster, without adding to your dispatcher’s plate.

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How to connect

1

Generate an API key in TimeZest

Sign in to TimeZest and go to Settings → API Keys (app.timezest.com/settings/api_keys). Create a key with Read/Write access, give it a recognizable label (e.g. Rallied Integration), and copy the key. It’s shown only once.
2

Open MSP Integrations

In Rallied, go to MSP Settings → Integrations.
3

Connect TimeZest

Find the TimeZest card and click Connect. A credentials form appears.
4

Enter your credentials

Fill in:
  • API Key — the key you generated above.
  • API Base URL — leave empty. Only fill this in if TimeZest support gave you a custom host.
  • How to deliver the scheduling link — pick one:
    • TimeZest sends the email to the customer — TimeZest emails the customer directly, matching how your dispatchers use it today.
    • Return a link for Rallied to post on the ticket — the agent posts the link as a ticket reply so the customer sees it in the PSA thread instead of a separate email.
5

Pick your appointment types

After the key is validated, a second step lets you pick — from dropdowns populated with your TimeZest account — which appointment type to use for remote vs. on-site work.

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How the agent uses TimeZest

The easiest way to turn this on is the Send TimeZest scheduling link workflow template on Workflows. Enable it and every ticket that reaches your scheduling status will trigger the agent to:
  1. Decide whether the work is remote or on-site based on the ticket.
  2. Resolve who to book it with from the ticket’s assigned technician — Rallied matches the technician’s email against your TimeZest agents, so there’s nothing to configure up front. If the ticket has no assigned technician, or no TimeZest agent shares that email, the agent won’t guess: it posts an internal note explaining what’s blocking it instead of booking the wrong person.
  3. Send the scheduling link using the delivery mode you chose.
  4. Stay out of the way — TimeZest owns writing the booked appointment back onto the ticket.
You can also point custom workflows at TimeZest. Anywhere your instructions say “send the customer a scheduling link”, the agent will use TimeZest if it’s connected.
Make sure your scheduling status is also enabled under your PSA integration’s Webhook → Ticket Filters settings — otherwise Rallied won’t see tickets that move into that status.

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Approval settings

Sending a scheduling link is customer-facing, so it defaults to Needs approval. Flip it to Auto-approve from the TimeZest detail page once you’ve watched a handful of requests go through cleanly and want the agent to send links without waiting for a technician. Read-only actions (listing appointment types and teams) run automatically.

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Disconnecting

Click Disconnect on the TimeZest detail page. The agent stops sending scheduling links. Any bookings TimeZest already made stay on the ticket. Rallied never wrote to them and won’t touch them on disconnect.

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See also