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Summary
- Requirements
- Creating an API key in CloudRadial
- Creating the integration in Crewhu
- Setting up the integration on CloudRadial
- Important Notes
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Why is this feature important to you?
Have all your surveys in one place, no matter if they came directly from the ticket or through the Portal. Using the integration with CloudRadial, Crewhu will have all the information with a single report to easily analyze and promote the engagement of your team from all channels.
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Requirements
Crewhu Standard, Pro, or BadAss subscription.
Crewhu CSAT Surveys set and integrated with a PSA.
CloudRadial Portal integrated with a PSA.
Creating an API key in CloudRadial
_In your CloudRadial account, in the left menu, click on “Partners” and then on “Settings”.
In the right menu that will appear, click on “Integrations”.
In the right menu, click on “API (Beta)”.
The list of existing API Keys is displayed. Click the “Add API Key” button.
The window for creating the API key is displayed. Type the name you want to give to the integration and differentiate it from the others you have or will have in the future and click on “Submit”.
Your API key credentials will be displayed on the screen. They are made up of a public key and a private key. It is important to save this data as the private key will not be displayed again.
Creating the integration in Crewhu
In Crewhu, expand the "General" item and click the "Integrations" option inside the "Settings" section on the menu to the left:
Locate the “Integrations” section and click the “+Add” button:
The side screen titled “Setup Integration” will appear. Select CloudRadial from the "Type" drop-down and add a name for this integration. Choose a name that makes the purpose of this integration clear, like “CloudRadial Main Integration” or something like that. After that, paste the public and private key values that were generated in CloudRadial earlier and click on the “Test integration” button:
If the API key data is correct, a confirmation message will be displayed. If not, review the API key data and try again. Afterwards, click on the “Save” button:
After saving the integration, the webhook to be applied on CloudRadial will be displayed. Click the “Copy” button to copy this URL to your clipboard:
Setting up the integration on CloudRadial
In CloudRadial, expand the "Partner" item and click the "Feedback" option on the menu to the left:
On the Feedback page, click the "Settings" button at the top right corner:
Click the "Edit" button on the Settings side screen:
Make sure the “Feedback enabled” checkbox is flagged:
Scroll down to locate the field called “JSON Webhook URL”. Paste the URL generated in Crewhu and click “Submit”:
Done! Your CloudRadial integration is set up and ready to go.
Important:
In the Feedback Settings screen in CloudRadial, it is possible to configure the option for CloudRadial to post feedback in the ticket system when a survey is answered. Crewhu also has this option. So, without this being enabled on both platforms, you will receive two notifications in your ticket system.
Important Notes
As CloudRadial is not a feedback tool but implements feedback as a feature, it has some limitations compared to our traditional surveys:
- CloudRadial does not differentiate Resolved surveys from Reply surveys, all surveys are considered Reply surveys.
- CloudRadial sends us only the employee responsible for the ticket (ticket owner), and it is not possible to retrieve all employees involved in the service.
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