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Scheduling in Service Desk

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? 

1 answer

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.

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

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

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

Thanks, Ivan! This is the closest I've seen to what we need. I really wish YouCanBookMe would write a Jira Service Desk app!

At this point I think we're going to go with YouCanBookMe and try to figure out ways to gracefully combine the two products without a direct integration. I think if our agents respond to requests with a link to our BookMe site and we try to make it match the look and feel of our Help Center as much as possible, then it shouldn't be too jarring of an experience for our customers. I hope :)

Thanks, Phil! One of our programmers ended up writing a custom solution using the JSD and YCBM APIs. It doesn't provide the end user UI we were hoping for but it gets the data where it needs to be and so far sending folks to a different URL to do their actual booking hasn't been that burdensome. 

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