Although the integrations below are not required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of ConnectWise's ticket workflows and business rules.

In this article:

Authenticate with ConnectWise

For this helpdesk, there are two survey integrations available:

  • Update service ticket with an internal note

  • Update conversation custom attributes

Go to Manage surveys > Select the survey that you want to use > Edit > Publish tab.

On the Configure integrations section, click the Activate integration button and add your ConnectWise API member credentials. Then, click the Authenticate button to save the changes.

Here's how you can create an API Member in ConnectWise.

Once you do this, the Collect additional ConnectWise information will automatically be enabled. Then, you can manually activate the Update service ticket with an internal note and Update conversation custom attributes integrations.

Troubleshooting tips:

  • Make sure the ConnectWise URL doesn't contain https://, or any trailing slashes. For example, cw.example.com .

  • Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter.

  • You may also need to whitelist Simplesat's IP addresses. You can find them here.

  • If you still can't authenticate, please send a message to the Simplesat team and we can troubleshoot together.

Collect additional ConnectWise information

This integration will stay active as long as you have Simplesat authenticated with ConnectWise.

Once active, SimpleSat will retrieve the following information through the API:

  • Contact Company

  • Ticket Resource(s)

  • Ticket Owner

  • Department

  • Board

Note: All information gathered through the API will override fields previously sent through URL parameters.

Team member mapping with ConnectWise members

By default, Simplesat determines a rating's team member by looking for the following ConnectWise fields, in order of priority:

  1. Ticket Owner

  2. Closed by

  3. Opened by

If a member is included in the Ticket Owner field, they will be associated with the rating. If it's missing, Simplesat will choose Closed by, and so on.

You can also set the priority for the resource who entered the most time.

Update service ticket with an internal note

Simplesat can update the support ticket with an internal note after a customer submits feedback.

The note is flagged as Internal, with the ticket's current Contact as the author.

The Ratings will be displayed as Good, Neutral, or Negative. The additional Comment row will only appear if a comment for the primary question was given.

To toggle this integration on/off, click the Activate Integration button.

Update conversation custom attribute

Once enabled, your ConnectWise tickets will automatically be updated with the latest rating sentiment, value, and comment.

Note: Currently, the Update conversation custom attribute integration only works for service tickets.

Revoking access

To completely revoke access and disable all integrations, click the Revoke Access button.

Need help?

Some of this may seem daunting if you're not a ConnectWise power user. We'd be happy to help walk you through the process, just let us know. 😃

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