Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Connectwise's email notification templates.

ConnectWise sends service ticket email notifications through different status types. For example, In Progress, Closed, etc. You can learn more about editing ConnectWise HTML emails here. 📚 

In this article:

Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select ConnectWise in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

ConnectWise email placeholders

These are automatically included when you generate an ConnectWise survey embed code, but here they are just in case. 😉

Team Member Email

Team Member ID

[memberid]

Team Member First Name

[memberfirstname]

Team Member Last Name

[memberlastname]

Customer Email

[contactemail]

Customer ID

[contactrecordid]

Customer First Name

[contactfirstname]

Customer Last Name

[contactlastname]

Company Name

[companyname]

Ticket ID

[srnumber]

Ticket Subject

[srsummary]

Add your survey to ConnectWise

Head over to your ConnectWise account, and navigate to System > Setup Tables > Service Board List > Service Board > Statuses.

In the Service Board List section, choose the board where you'd like to add a survey to. Then, click the Statuses tab and choose the ticket status that should include your survey. In most cases, this will be Closed (resolved) status.

Find the Email Template Setup section, click Source to toggle HTML view, and paste your embed code where you'd like the survey to appear. 

After you paste the code, click the Source button again to toggle back to rich text view and confirm the survey looks okay. Save your status.

Integrating Simplesat surveys with ConnectWise

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 Zendesk's ticket workflows and business rules.

For this survey there are two integrations available:

  1. Update service ticket with an internal note

  2. Update custom fields in ConnectWise

Authenticate with ConnectWise

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

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

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.

Revoking access

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

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.

Try it out!

Create a test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊

If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌 

See also:


📖 Importing and syncing ConnectWise contacts
📖 Create a ConnectWise API Member
📖 Creating a custom security role for ConnectWise members

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