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Scheduling in Service Desk

Eleanor Hart

I'm looking for a mechanism that would allow for easy scheduling of in person appointments from a service desk project.

The generic use case is: a customer emails us to get help with their office desktop (we're an IT shop) and we want to send a technician out to meet them in person. Right now we ask them to call us to set up an appointment and someone has to manage the google calendar. Ideally there would be some sort of mechanism that would allow the customer to select an appointment time via the portal.

I've looked around for an add-on, but can't seem to find anything. Does anyone have a recommendation or know whether or not this is possible with service desk?

Accepted answers

All comments

Ivan Tovbin

Hi Eleanor,

That's actually quite possible. Create a date/time type custom field and add it to the request form on your portal. You can even go as far as making it mandatory for your customers, so that every time they raise a support ticket they'll have to fill this field out before they can submit their request.

More info on setting up your request types is here.

Eleanor Hart

Hi Ivan,

Interesting solution! Do you know if there is there a way to have that validate against a calendar of open appointment slots? I worry that letting them select any date/time without the validation would result in confusion and we'd still have to manually validate against a Google calendar and follow-up with folks who selected times/date that aren't available.

Thanks,

Eleanor

Ivan Tovbin

Not out of the box, no. I suppose some 3rd party addons can probably do something like that.

Gerald Onuorah

Hi What are the third party addons that can achieve this?

Filip Kohout

Hi, it's been a while since the original post. How do you plan on onsite service at the customer?

Lauren Sheehan

Our team is looking for something similar as well. A way for customers to view our availability and schedule a virtual call (zoom or teams).

Darshanaa (ServiceRocket)

Hi there @Eleanor Hart ,

Hope all is well. I recently came across this question and I'm happy to say that our team is in the midst of implementing something very similar to your ask above.

We currently have a prototype of this idea and would love to hear your thoughts/feedback on our prototype.

Please let me know if you/your team would be interested to test it out.

Thanks & have a great day!

Adam Kassoff

@Darshanaa (ServiceRocket) My company is also in the IT sector with a similar use case and would be very interested in seeing the prototype.

Darshanaa (ServiceRocket)

Hi @Adam Kassoff

That's great! I'd love to get in touch and chat more on this. Could you please provide me with your contact information so that I can email you the details?

Jason Finke

@Darshanaa (ServiceRocket) Greetings! I am also in need of this and would be interested in any potential solution.

Darshanaa (ServiceRocket)

Greetings @Lauren Sheehan ! Has your team found the solution for the problem above?