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 a 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 Service Board

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 External Contact Notifications. Then, 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. Then, Save your status.


Add your survey to ConnectWise Project Board

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

In the Project 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 (completed) status.

Find the Email Template Setup section > click External Contact Notifications. Then, click the Source to toggle HTML view, and paste your embed codes where you'd like the survey to appear.


Add your survey to ConnectWise Workflow Rules

Head over to your ConnectWise account, and navigate to System > Setup Tables > Workflow Rules > click the + icon to create a new Workflow Rule.

Enter the required information to create the new Workflow Rule. Then, click the + icon to set the Workflow event > click Save.

Click the + icon beside the Action to set the Action Type (Send Email) > click Next.

Enter the required information and paste the survey code in the email template where you want the survey to appear. Then, click Save & Close.

Note: Make sure to test the Workflow Rule before implementing it in your production environment. You can create a custom status or set the conditional logic in a way that it'll only be applied to your test ticket.

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:

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

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