Although these integrations aren't 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.

Step 1: Authenticate with ConnectWise

Click the Authenticate with ConnectWise button and follow the steps to add your credentials. Once you do this, all Simplesat/ConnectWise integrations will become available.

πŸ“– Β Learn how to create a ConnectWise API Member.

Troubleshooting tips:

  • Make sure the ConnectWise URL doesn't contain https:// Β 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.Β 
  • 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.

Revoking access

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

Step 2: Activate individual integrations

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

We also have a way to set 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.

Here's an example of how a note will look in a ConnectWise support ticket:

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

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

To toggle this integration on/off, click the button at the bottom of the box:

Update custom fields in ConnectWise

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


Still 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. πŸ˜ƒΒ 

See also:

πŸ“– Importing and syncing ConnectWise contacts
πŸ“– Sending Simplesat ratings back to ConnectWise custom fields
πŸ“– Add your survey embed code to ConnectWise

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