Once enabled, your ConnectWise tickets will automatically be updated with the latest rating sentiment, value, and comment.
Activating the integration
To active, edit a ConnectWise survey and head over to the Publish > Embed settings.
In the integrations section, choose the "Update custom fields in ConnectWise" setting.
Choose the fields you'd like to map answer details to.
After you've authenticated with your ConnectWise account, Simplesat will lookup and display your custom fields.
Only certain field types are available to map for each Simplesat answer field:
- Rating:
Number - Sentiment:
List(Positive, Neutral, Negative) - Comment:
TextandText area
If you don't see your custom fields:
- Try recyncing fields
- Check the permissions to make sure the API member has access to view custom fields
- Make sure the custom fields are in the Service > Ticket pod in your ConnectWise account
Creating new custom fields
Go to Setup Tables > Custom Fields > Ticket
You should see a screen similar to the one in the screenshot below.
Create three new custom fields:
Simplesat Sentiment
- Field Caption -
Simplesat Sentiment - Field Type -
Text - Method of Entry -
List (Drop-down) - Display on Screen? -
Yes - Read Only? -
Yes
Option Values:
-
Positive -
Neutral -
Negative
Simplesat Comment
- Field Caption -
Simplesat Comment - Field Type -
Text Area(the "Text" field type will work to, but is limited to max 100 characters) - Method of Entry -
Entry Field - Display on Screen? -
Yes - Read Only? -
Yes
Simplesat Rating
- Field Caption -
Simplesat Rating - Field Type -
Number - Method of Entry -
Entry Field - Display on Screen? -
Yes - Read Only? -
Yes
Note: you must be using Simplesat's latest survey version to correctly take advantage of the numerical rating field. The older version sends text values "good, neutral, bad" instead of numbers. You can check with the Simplesat team to confirm which version you're using and next steps.