A Simplesat survey can reach your ConnectWise customers in the emails ConnectWise already sends, from a board status or a workflow rule. Simplesat can also email the survey itself when ConnectWise closes a ticket. Survey code pasted into a ConnectWise email works without connecting ConnectWise.

Once ConnectWise is connected, the integrations on Simplesat's ConnectWise page write each response to the ConnectWise ticket or contact it belongs to and bring ticket and agent details from ConnectWise onto the response. They also bring your ConnectWise contacts into Simplesat as customers and open follow-up tickets in ConnectWise.

What the ConnectWise integrations do

Account-wide integrations

Account-wide integrations work on your ConnectWise connection as a whole, rather than on survey responses one by one.

Integration	What it does	Where it shows
Sync contacts	Reads your ConnectWise contacts once a day and creates or updates a Simplesat customer for each	In Simplesat, on Customers
Send a Simplesat survey after a ticket has been set to closed	Sends a survey email from Simplesat when a ConnectWise service ticket is closed	In the customer's inbox, and on the survey's Email activity

Survey integrations

Survey integrations run on responses from any survey, however it was sent.

Integration	What it does	Where it shows
Update contact custom fields	Writes the response to fields on the customer's ConnectWise contact	On the contact in ConnectWise
Create follow-up ticket after receiving rating	Creates a new ConnectWise service ticket from the response	In ConnectWise, as a new ticket

Ticket integrations

Ticket integrations work with the ConnectWise ticket a response came from, so they run only on surveys connected to ConnectWise. A survey is connected when:

its delivery method is External email embed with the ConnectWise Tickets or ConnectWise Projects option
it's an Event-based or Web-embed survey with Connected service set to ConnectWise

Integration	What it does	Where it shows
Pull service ticket details	Reads the service ticket, its contact and its members onto the response	In Simplesat, on the response
Pull project ticket details	Reads the project ticket, its contact and its members onto the response	In Simplesat, on the response
Update service ticket custom fields	Writes the response to fields on the service ticket	On the service ticket
Update project ticket custom fields	Writes the response to fields on the project ticket	On the project ticket
Create internal ticket note	Adds the response to the ticket as an internal note	On the ticket

ConnectWise keeps service tickets and project tickets apart. If a response's link carries a project type, Simplesat treats it as a project ticket. Pull project ticket details runs, and Create internal ticket note writes to the project ticket. Without a project type, Simplesat treats it as a service ticket. Pull service ticket details runs, and the note goes on the service ticket. The custom field integrations go by the survey's option instead. Update service ticket custom fields runs on surveys set to ConnectWise Tickets, and Update project ticket custom fields only on surveys set to ConnectWise Projects.

Before you start

You need the Manage integrations permission in Simplesat to connect ConnectWise and turn integrations on. Owner and Admin have it by default. The ConnectWise integrations are on every Simplesat plan.

Simplesat connects to ConnectWise through an API member, which you create under System → Members → API Members with License Class set to API. What that connection can read and write is laid out in Integration security, permissions and data flow.

The API member's security role decides what each integration can do. The Admin role covers all of them. For a custom role, start from the access below and set each level listed to All. Security roles are under System → Security Roles in ConnectWise.

ConnectWise setting	Access
Companies → Company Maintenance	Inquire
Companies → Contacts	Inquire, plus Edit if you use Update contact custom fields
Companies → Notes	Add, Edit, Inquire
Companies → Surveys	Add, Edit, Inquire
Companies → Team Members	Edit, Inquire
Project → Project Tickets	Edit, Inquire
Service Desk → Service Tickets	Edit, Inquire, plus Add if you use Create follow-up ticket after receiving rating
System → API Reports	Add, Edit, Inquire
System → Member Maintenance	Inquire
System → My Company	Inquire
System → Security Roles	Inquire
System → Table Setup	Edit, Inquire
Time & Expense → Time Entry	Inquire

We haven't confirmed that this access covers two actions: setting up the notification for Send a Simplesat survey after a ticket has been set to closed, which happens when you activate it, and adding the notes from Create internal ticket note. If either integration fails with a custom role, the Admin role covers it.

The API member's Member Access settings can restrict which service boards it can use. An integration can't read or write a ticket on a restricted board, even with the Admin role. Adding a board to the member's excluded boards blocks it.

If ConnectWise, or a firewall in front of it, only accepts requests from listed IP addresses, allow the five addresses in Server location and IP addresses. Country or region blocking on a firewall blocks the integrations the same way.

Connect ConnectWise

Start in ConnectWise by creating the API member and its keys:

Go to System → Members, open the API Members tab and click +.
Fill in the required fields, set License Class to API, choose the security role, and save.
Open the API Keys tab, click +, enter a description such as "Simplesat", and save.
Copy the Public Key and the Private Key. ConnectWise shows the private key only once, so copy it before you close the page.

Next, find your site URL. Open https://<your ConnectWise address>/login/companyinfo/<your company ID> in a browser and copy the value of SiteUrl. On a cloud instance it looks like api-na.myconnectwise.net. It isn't the address you sign in at.

Then connect in Simplesat:

On the Integrations page, open ConnectWise and click Authenticate.
Fill in Domain, Company ID+Public key and Private key.
Click Authenticate.
When the page shows Authenticated with ConnectWise, click Activate integration on each integration you want. Then fill in its settings and Field mapping.

Field	What to enter	Example
Domain	The SiteUrl value, without `https://`	`api-na.myconnectwise.net`
Company ID+Public key	Your ConnectWise company ID, a plus sign and the public key, with no spaces	`acme+AbCdEfGhIjKlMnOp`
Private key	The private key	`QrStUvWxYz123456`

Note: ConnectWise's API also asks for a client ID. Simplesat sends its own, so you never need to enter one.

Before you rely on an integration, test it with a real ticket, as shown in Testing an integration end to end.

Send surveys from ConnectWise

Choosing a survey delivery method compares the routes below with the other ways Simplesat can send a survey.

Service ticket emails

Put the survey code in the email ConnectWise sends when a ticket reaches a status, or in an email from a workflow rule.

First, get the code from Simplesat:

Create or open the survey and choose External email embed. If the survey already has a delivery method, first open its three-dot menu, select Change delivery method, then Remove current delivery method, which stops the survey's emails and ticket integrations for the old method.
Under Choose where to add your survey, choose ConnectWise Tickets.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.

To send the survey from a board status in ConnectWise:

Go to System → Setup Tables → Service Board List and open the board.
On the Statuses tab, open the status that should send the survey. This is usually your closed status, such as Closed (resolved).
Under Email Template Setup, open External Contact Notifications.
Click Source to switch to the HTML view and paste the code where the survey should appear. Click Source again to check it, then save the status.

To send it from a workflow rule instead:

Go to System → Setup Tables → Workflow Rules and add a rule.
Set the event that should send the survey.
Add an action with the action type Send Email, and paste the code into the email.

When ConnectWise sends the email, it fills in the placeholders in the survey links. That way each response comes in with its ticket, customer and team member.

What the link carries	ConnectWise placeholder
Ticket ID	`[srnumber]`
Ticket subject	`[srsummary]`
Customer email	`[contactemail]`
Customer ID	`[contactrecordid]`
Customer first name	`[contactfirstname]`
Customer last name	`[contactlastname]`
Company	`[companyname]`
Team member ID	`[memberid]`
Team member first name	`[memberfirstname]`
Team member last name	`[memberlastname]`
Project number	`[projectnumber]`
Project name	`[projectname]`
Project manager	`[projectmanager]`
Project status	`[projectstatus]`
Project type	`[projecttype]`

The five project values are saved as ticket fields on the response. For how placeholders work in every tool, see Placeholders and merge fields.

The link doesn't include a team member email. Simplesat matches the team member by their ConnectWise member ID and credits them in the role Owner.

Heads up: A test email sent from outside a real ticket leaves the placeholders unfilled, and the rating links in it open an error page. Test from a real ticket.

Project emails

For the emails of a project board status, choose ConnectWise Projects instead of ConnectWise Tickets under External email embed, and copy the HTML the same way. In ConnectWise, the code goes in the same place as for service boards:

Go to System → Setup Tables → Project Board List and open the board.
On the Statuses tab, open the status that should send the survey. This is usually your completed status, such as Closed (completed).
Under Email Template Setup, open External Contact Notifications.
Click Source, paste the code where the survey should appear, and save the status.

The customer and team member placeholders are the same as for ConnectWise Tickets. The rest of the link is different:

the ticket ID is the project number, [projectnumber]
the ticket subject is the project name, [projectname]
the ticket fields are the project manager, project status and project type: [projectmanager], [projectstatus] and [projecttype]
the team member is credited in the role Team member

The link identifies the project, not a project ticket, so the ticket integrations never reach the project's own tickets. In ConnectWise, a project number and a ticket number can match. Project 625 and service ticket 625 can both exist and have nothing to do with each other. Pull service ticket details can then give a response from project 625 the customer and owner of service ticket 625, and Create internal ticket note can post the response to that ticket, even if it belongs to another client. To prevent both, switch off your ConnectWise Projects surveys in those two integrations, as described in Troubleshooting.

Heads up: Simplesat keeps one response per ticket ID for each survey. Every email about one project carries the same project number, so a later response from that project replaces an earlier one.

Simplesat email when a ticket is closed

Activating Send a Simplesat survey after a ticket has been set to closed sets up a notification in your ConnectWise that tells Simplesat when a ticket changes. Simplesat then sends the survey email when a ticket closes.

Create a survey with Direct email delivery → Event-based, and set up its email.
On its Delivery subtab, set Connected service to ConnectWise.
On the ConnectWise page, click Activate integration on Send a Simplesat survey after a ticket has been set to closed.
In its Survey setting, choose the survey and click Save.

A service ticket gets the survey email when:

its status changes to one with "closed" in the name, whatever the capitalization. Closed (resolved) counts, but a status named Completed or Resolved doesn't.
it has a contact email address
it has an owner with an email address in ConnectWise. Without one, it may get no email.
it hasn't been sent the survey before. A ticket gets this email only once, even if it's reopened and closed again.

The email carries the ticket ID and subject, the ticket owner as team member, and the contact's name, email and company. Simplesat then waits for the survey's Delay and applies its Suppression, as described in Direct email surveys.

These emails show on the survey's Email activity. If one doesn't arrive, work through When a survey does not send.

Pull service ticket details and Create internal ticket note run on these responses.

Exclusions and one survey per ticket

ConnectWise decides who gets its status emails and how often. To survey fewer tickets, put the code on fewer statuses or boards. Or send it from a workflow rule with conditions, for example on a status you use only for tickets you want to survey.

Simplesat keeps one response per ticket ID for each survey, so a second rating on the same ticket updates the first.

The Simplesat email goes once per ticket. Set its Suppression so the same customer doesn't get repeat survey emails.

Heads up: If a status email carries the survey and the Simplesat email is turned on too, a closed ticket gets both.

Feedback in ConnectWise

A ticket integration needs the ticket ID that came in with the response. A contact integration needs a ConnectWise contact whose email matches the response's customer email.

Writebacks run at least five minutes after a response arrives, and again when it changes. Timing and settings are covered in Writing feedback back, and mapping the fields.

An integration only writes responses that arrive while it's active.

When ConnectWise refuses an update, Simplesat doesn't show an error. Send us the response's link, and support can read the integration's log and run it again once the cause is fixed. If Create internal ticket note runs again, it adds a second note.

Create internal ticket note

Agents see the response on the ticket as an internal note. It starts with the customer's name or email, the sentiment and the survey name, each linked to Simplesat. Below that is every question with its answer. The rating appears with its label and an emoji, and follow-up answers sit under their question.

If the customer adds a comment later, the ticket gets a second note.

Update service ticket custom fields and Update project ticket custom fields

These write the response into fields on the ticket, through the integration's Field mapping. Update service ticket custom fields runs on surveys set to ConnectWise Tickets, and Update project ticket custom fields on surveys set to ConnectWise Projects.

Heads up: A ConnectWise Projects survey's ticket ID is the project number, so Update project ticket custom fields writes to the project ticket with that number, never to the project's own tickets: usually there isn't one, and otherwise an unrelated project ticket gets the values. The response in Simplesat still carries the project number, name, manager, status and type.

Create the fields in ConnectWise first, under System → Setup Tables → Custom Fields. Use the screen for the record they go on, such as Service Ticket for service tickets.

Field	Field type	Method of entry
Simplesat Rating	Number	Entry Field
Simplesat Sentiment	Text	List (Drop-down), with the options Positive, Neutral and Negative
Simplesat Comment	Text Area	Entry Field

Set Display on Screen? and Read Only? to Yes on all three. The comment needs a Text Area, because a Text field is too short for long comments.

Then map them in Simplesat:

Open the integration's Field mapping.
Set each field to Use data from response and pick its value: Choice (Rating) for the rating, Sentiment for the sentiment, and Follow Up Answer for the comment.
Click Save.

The Field mapping lists your ConnectWise fields each time the integration's page loads. If you create a field later, reload the page to see it.

Update contact custom fields

This writes the response into fields on the customer's ConnectWise contact, through its Field mapping. It runs on responses from any survey you choose in When should this integration run?. It finds the contact by the response's customer email and writes nothing if no contact has that email. It also needs Edit on Contacts in the API member's role.

Act on feedback with ConnectWise workflow rules

Once the Simplesat fields are on your tickets, a ConnectWise workflow rule can act on them. For example, after a negative rating, a rule can create an activity for the company's account manager, reopen the ticket, or email a team lead.

In ConnectWise:

Go to System → Setup Tables → Workflow Rules and add a rule with Service Tickets as the table.
Add an event on a Simplesat field. For example, Simplesat Sentiment equals Negative, or Simplesat Rating less than 4 to catch negative and neutral ratings on a 1-to-5 scale.
Click Test to see which tickets match.
Add an action, such as creating an activity.
Click Activate.

Ticket, customer and agent details in Simplesat

Each response can show which ticket was rated, who rated it and which member handled it. These details come first from the placeholders ConnectWise fills into the survey link. Then Pull service ticket details and Pull project ticket details replace the ticket details, the customer and the team members with what's on the ticket. Attribution: linking feedback to tickets, customers and agents explains how Simplesat links them to each response.

Pull service ticket details and Pull project ticket details

Both run as soon as a response arrives, and again when it changes. They write this onto the response:

On the response	From ConnectWise
Ticket subject	The ticket's summary
Ticket fields, service tickets	Priority, type, source, impact, SLA, team, department, board, subtype, work type, work role
Ticket fields, project tickets	Priority, type, source, project name, department, board
Customer	The ticket's contact, with their contact ID, name and email, and the company
Team member Owner	The ticket owner
Team member Time entered	The member with the most time entered
Team member Closed by	The member who closed the ticket
Team member Opened by	The member who opened the ticket

One of these team members is the primary one, credited with the response. By default that's the ticket owner. To credit the member with the most hours in the ticket's time entries instead:

Open the integration's Field mapping.
Set Primary owner to Type a value and enter most time entered.
Click Save.

With most time entered, a response to a ticket with no time entries has no primary team member: the owner stays on the response, but no one is credited with it.

To go back, enter ticket owner instead.

A member without an email address in ConnectWise isn't added. If the ticket has no owner, or the owner has no email, the response gets no owner. Each time these integrations run, they credit whoever is on the ticket at that moment.

If ConnectWise refuses the read, for example because of the API member's board access, the integration stops and the response keeps the details from the link.

Sync contacts

Sync contacts turns your ConnectWise contacts into Simplesat customers and keeps them up to date. It doesn't write anything back to ConnectWise. The first time you activate it, it imports all your contacts. After that it runs once a day and picks up contacts updated in the last day. If there are none, it picks up all the contacts of companies updated in the last day.

Each customer gets their first and last name, email, ConnectWise contact ID and company. They also get these attributes: Contact Active, Contact Type, Contact Unsubscribe, Company Status, Company Type and Company Territory. Contact Active is True for an active contact and False for an inactive one.

A contact without an email address is skipped. If a contact has more than one, the sync takes the first one listed on the contact. Simplesat identifies customers by email, so contacts that share an email address become one customer.

The sync never deletes a customer. A contact you delete or deactivate in ConnectWise stays in Simplesat, and a deactivated contact gets Contact Active False at its next update. To survey only some contacts, use attributes such as Contact Type or Contact Active in an audience rule.

For contact syncs in general, read Contact sync from a connected tool.

Follow-up tickets in ConnectWise

Create follow-up ticket after receiving rating opens a ConnectWise service ticket when a response arrives. It doesn't open another one if the rating changes.

The ticket:

has the summary "New sentiment feedback from customer name on ticket ticket ID"
has Low impact
has the customer as its contact, by the ConnectWise contact ID Simplesat has for them, with their name and email
belongs to the company of the ConnectWise contact whose email matches the customer's email
has no description or note, and Simplesat doesn't set its board, status or team

ConnectWise needs a company on every new ticket. If no ConnectWise contact has the customer's email, the ticket isn't created.

The API member needs Add on Service Tickets, plus access to the board the ticket lands on.

Until you change When should this integration run?, every rating opens a ticket. To open tickets only for unhappy customers, choose Let me choose. Each survey then has a positive, neutral and negative switch for responses with a comment, and three more for responses without one. Turn on all four neutral and negative switches on each survey. Every switch starts off, and the integration doesn't run until at least one is on.

Follow-ups in general are covered in Creating a follow-up ticket from feedback.

Change the ConnectWise account or move ConnectWise

Reconnect or replace your API keys

To connect with new keys, a different API member or another ConnectWise company:

Note which integrations are on.
Click Revoke access.
Click Authenticate and enter the new details.
Click Activate integration on each integration you noted.

Heads up: Revoke access stops every ConnectWise integration, including Sync contacts and Send a Simplesat survey after a ticket has been set to closed. Their settings are kept, but each one stays off until you click Activate integration on it. Responses that arrive while an integration is off aren't written to ConnectWise.

To replace your keys, create a new key on the API member's API Keys tab, then reconnect with it.

Simplesat doesn't check the connection after you connect. If the API member is deactivated or its keys are deleted, the integrations fail, but the page still shows Authenticated with ConnectWise. Reconnect the same way.

Survey code in your ConnectWise email templates keeps working throughout.

Move from ConnectWise on-premise to cloud

Moving to ConnectWise cloud changes your site URL, and your old API keys don't carry over.

Write down which integrations are on.
In the cloud instance, create an API member and keys, and find the new SiteUrl.
In Simplesat, click Revoke access, then Authenticate with the new Domain, Company ID+Public key and Private key.
Click Activate integration on each integration you use, and check its settings and Field mapping.

Survey code in your email templates only uses ConnectWise placeholders, so it works in the new instance once the templates are there.

Older versions of the ConnectWise integrations

An integration marked deprecated on the ConnectWise page only stays listed while it's turned on. Set up its newer version first, as explained in Writing feedback back, and mapping the fields, then turn the deprecated one off.

The Sync contacts marked deprecated, Sync contacts - company sync and Sync contacts incrementally are replaced by Sync contacts.
The Send a Simplesat survey after a ticket has been set to closed marked deprecated is replaced by the current one.

Heads up: If both send integrations are on, a closed ticket gets two emails.

Troubleshooting

Authenticate keeps loading and never connects

Check that:

Domain is the SiteUrl value from /login/companyinfo/<company ID>, without https://
Company ID+Public key is your company ID, a plus sign and the public key, with no spaces
the API member is active and its keys haven't been replaced
after a move to ConnectWise cloud, you're using new keys created in the cloud instance, since the old ones don't work there
if ConnectWise or a firewall limits which IP addresses can reach it, the five addresses in Server location and IP addresses are allowed

Then reload the page. If it still spins, contact us.

I see "Incorrect or disabled client ID"

The client ID belongs to Simplesat, so there's nothing to change in ConnectWise. Contact us.

I see an error when I authenticate or activate an integration

These two errors need support, so contact us about either one:

"400: Bad Request - Account connector name ConnectWise PSA is in use."
"400: Bad Request - Please authenticate connector(s) before starting the Cycle"

Both are listed in Integration error messages and what they mean, along with the other errors.

My integrations fail with "A connection attempt failed because the connected party did not properly respond"

ConnectWise didn't answer in time. Most often a firewall, an IP restriction or country blocking in front of ConnectWise stopped the request. Allow the five addresses in Server location and IP addresses. Failed runs aren't retried automatically. Send us the links of the responses that didn't reach ConnectWise, and support can run them again.

Follow-up tickets aren't created

Check that:

the API member has Add on Service Tickets, and the board the ticket lands on isn't restricted or excluded in its Member Access
a ConnectWise contact has the customer's email. ConnectWise needs a company on a new ticket, and the integration takes the company from that contact.
When should this integration run? covers the survey. With Let me choose, only the switches you turn on open tickets, and a response with a comment uses different switches from one without.
the integration was active when the response arrived. A follow-up ticket only opens when a response first arrives.

Follow-up tickets land on the wrong board

The integration doesn't set a board, so ConnectWise picks one.

Feedback doesn't reach my ConnectWise tickets

Check that:

the survey is set to ConnectWise Tickets or ConnectWise Projects, or has Connected service set to ConnectWise, and its link carried the ticket ID
the integration is active, and if it's set to Let me choose, the survey is switched on
five minutes have passed since the response arrived
the response arrived after the integration was activated
service tickets use Update service ticket custom fields with a ConnectWise Tickets survey. A ConnectWise Projects link identifies the project, not a project ticket, so feedback from it doesn't reach the project's tickets.
the API member's role has Edit on Service Tickets or Project Tickets, and its Member Access doesn't restrict the ticket's board
each value suits its field: the rating in a Number field, the sentiment in a list with exactly Positive, Neutral and Negative, and the comment in a Text Area

When ConnectWise refuses an update, Simplesat doesn't show an error. If none of these explains it, send us the response's link and support can read the log.

My ConnectWise custom field isn't in the Field mapping

The list shows the ConnectWise fields that existed when the integration's page loaded, so reload the page after you create a field. For service tickets, create the field on the Service Ticket screen under Custom Fields. Check that the API member can see it. If it still isn't there, contact us with the field's name.

A project survey response shows another ticket's customer and owner, or its note lands on another ticket

A ConnectWise Projects link identifies the project, not a project ticket, and a ticket can have the same number as the project. If a project survey's link arrives without a project type, Simplesat treats the response as a service ticket. Pull service ticket details then reads the service ticket with that number and swaps in that ticket's customer, company and owner.

Create internal ticket note posts the full note, with the customer, the sentiment and every answer, to whichever ticket has the project's number: the service ticket when the link has no project type, or the project ticket when it has one. If no ticket has that number, nothing is written. If one does, that unrelated ticket gets the note, even if it belongs to another client.

To prevent both, in Pull service ticket details and in Create internal ticket note, choose Let me choose under When should this integration run? and switch off your ConnectWise Projects surveys. ConnectWise Tickets surveys aren't affected, so leave them on.

Responses from one project replace each other

A ConnectWise Projects link carries the project number as its ticket ID, and Simplesat keeps one response per ticket ID for each survey. Every email about one project has the same project number, so each new response from that project replaces the last.

My responses show no team member, or the wrong one

The link credits the team member by their ConnectWise member ID. If Pull service ticket details or Pull project ticket details is active, it credits the ticket owner instead. It credits the member with the most time entered if Primary owner is set to most time entered. It does this when the response arrives and again when it changes, crediting whoever is on the ticket at that moment. Without either integration active, the response keeps the member from the link.

A response gets no owner when the ticket has no owner, or when the owner has no email address in ConnectWise.

To change the team member on a response, see Attribution: linking feedback to tickets, customers and agents.

Only some of my ConnectWise contacts came in as customers

Contacts without an email address are skipped, and contacts that share an email address become one customer. The first import brings in every contact, and a very large import can be too big to finish. Contact us and support can import your contacts in batches. After the first import, the sync runs once a day and picks up contacts updated in the last day.

Former or inactive contacts still get surveys

The sync never deletes customers, so contacts you delete or deactivate in ConnectWise stay in Simplesat. A deactivated contact gets Contact Active False at its next update. For surveys Simplesat sends, add an audience rule for Contact Active is True. Surveys in ConnectWise's own emails go to whoever ConnectWise emails.

Closed tickets don't get the Simplesat email

Check that Send a Simplesat survey after a ticket has been set to closed is active and that your survey is chosen in its Survey setting. The ticket has to be a service ticket with a contact email address, and the name of its new status has to contain "closed". It may also get no email if it has no owner, or if its owner has no email address in ConnectWise, so give it an owner who has one. Each ticket gets the email only once, and Simplesat applies the survey's Delay and Suppression. Check the survey's Email activity, and see When a survey does not send.

FAQ

What permissions does the ConnectWise API member need?

The Admin security role covers every integration. For a custom role, start from the access listed in Before you start, which includes:

Inquire on companies, contacts, members, time entries and your settings
Edit on service and project tickets
Add on service tickets for follow-up tickets
Edit on contacts for contact custom fields

We haven't confirmed that this access covers setting up the notification for Send a Simplesat survey after a ticket has been set to closed, or adding the notes from Create internal ticket note. If either integration fails with a custom role, Admin covers it.

The API member also needs access to the boards of the tickets the integrations work on.

What do I enter as the Domain?

The SiteUrl value from https://<your ConnectWise address>/login/companyinfo/<your company ID>, without https://. On a cloud instance it looks like api-na.myconnectwise.net. It isn't the address you sign in at.

How do I reauthenticate ConnectWise?

Note which integrations are on, then click Revoke access, then Authenticate with your details. Click Activate integration on each integration you use. Their settings are kept.

Can follow-up tickets go to a different board?

Not from Simplesat. The integration has no board setting, so ConnectWise picks the board.

What's in the follow-up ticket?

The summary "New sentiment feedback from customer name on ticket ticket ID", Low impact, the customer as its contact, and their ConnectWise company. It has no description. The answers are on the response in Simplesat, and Create internal ticket note puts them on the rated ticket.

Can I sync only active contacts or some companies?

No. The sync brings in every contact with an email address. To survey only the contacts you want, use Contact Active, Contact Type or Company Type in an audience rule.

When does the contact sync run?

Once a day, picking up contacts updated in the last day. The first activation imports all your contacts.

Does the contact sync delete customers?

No. It never deletes a customer, even when the contact is deleted in ConnectWise.

Can ConnectWise create an activity or reopen a ticket after a bad rating?

Yes, with a ConnectWise workflow rule on the Simplesat custom fields, for tickets surveyed with ConnectWise Tickets code in a ConnectWise email. Turn on Update service ticket custom fields first, then set up the rule as in Act on feedback with ConnectWise workflow rules.

Should I use ConnectWise Tickets or ConnectWise Projects?

ConnectWise Tickets is for service ticket emails, and ConnectWise Projects for the emails of a project board. A ConnectWise Projects link identifies the project by its project number, so responses from the same project replace each other. It doesn't identify a project ticket, so the ticket integrations never reach the project's own tickets, and can reach an unrelated ticket with the same number instead. Project emails explains what to switch off.

Can I survey only some tickets, like every third one?

Simplesat doesn't choose which tickets ConnectWise's emails go to. ConnectWise decides when its emails go out, so choose which statuses, boards or workflow rules carry the survey. For the Simplesat email, Suppression holds the survey back from a customer who got it within the number of days you set.