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. 📚 

Generating your embed code

To get your ConnectWise embed code, create a new embeddable survey and choose ConnectWise as your helpdesk. 

You can find the code in the Embed Code tab of the survey creation process. Select and copy the code and prepare to add to ConnectWise.

Adding to ConnectWise

In your ConnectWise account, navigate to System > Setup Tables > Service Board List > Service Board > Statuses.

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

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.

Make sure to test! 

Once you add your embed code, create some fake tickets to test out the process and make sure everything is working correctly.

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

ConnectWise email placeholders

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

  • Team Member Email - NA
  • 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] 

See also:

📖 Integrate Simplesat surveys with ConnectWise
📖 Importing and syncing ConnectWise contacts
📖 Sending Simplesat ratings back to ConnectWise custom fields
📖 Create a ConnectWise API Member
📖 Creating a custom security role for ConnectWise members
📖 Team member mapping with ConnectWise members

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