Summary

• Creating the Integration
  • Get your credentials
  • Create a new Integration in Crewhu
• Add your Survey HTML Snippet to HaloPSA
  • Get your Survey HTML Snippet 
  • Insert your Survey HTML Snippet into your Templates
    • Resolved Surveys
    • Reply Surveys

Creating the Integration

Get your credentials

Before setting up your integration inside Crewhu, you'll need to get your HaloPSA API credentials. To do this, access the menu Configuration > Integrations > HaloPSA API > View Applications. 

Click on New in the top right corner. Then, follow these steps to configure the integration.

• In the Permissions tab, select "read:tickets", "edit:tickets" and "read:customers".

• Name the Application with an intuitive name.
• Select "Client ID and Secret" as the Authentication Method
• Select the Login Type as "Agent" and select the Main User for Halo.
• Copy the ID and secret. The secret is shown only once. Make sure to take note of it. You'll need it later.
• Hit Save. 

Create a new Integration in Crewhu

To create the integration with Halo, access the Integrations Page under General. Then, click on Add and select the HaloPSA on the menu.

Now, fill in the necessary data on the fields. Click on Test Integration and then Save. 

• The application URL is the base URL of your company instance.

• The Client ID and Client Secret are your credentials. Refer to this chapter to get them.

Important: Make sure that the "Application URL" doesn't have any slashes ( / ) or symbols at the end, or else the Survey History ticket shortcuts will break.

Add Feedback to Ticket Custom Fields

Crewu's integration with Halo allows you to send the data from the last survey received to the PSA ticket. To do this, you need to manually create some fields in the ticket.

To begin, navigate to Configurations -> Custom Fields

On the Custom Fields screen, click New.

You will need to create 5 custom fields on this screen, repeating the operation for each of them. The data you will need to add is the following:

To add the Survey Rating field:

Field Name: CrewhuRating

Field Label: Crewhu Rating

To add the Survey Tags field:

Field Name: CrewhuTags

Field Label: Crewhu Tags

To add the Survey Comments field:

Field Name: CrewhuComment

Field Label: Crewhu Comment

To add the Survey Date field:

Field Name: CrewhuFeedbackDate

Field Label: Crewhu Feedback Date

To add the Survey Link field:

Field Name: CrewhuLink

Field Label: Crewhu Link

Setting the Tab Field

The "Tab" field must be changed to "Crewhu" for all records. If this option is not available in the list, click Add to add the "Crewhu" tab to the ticket.

Set the Tab Name to "Crewhu".

The "Sequence" field defines the order in which the Tab will appear on the ticket. To avoid changing the order of other Tabs that may exist, set a high value, such as 99. This will ensure that the Crewhu Tab will be displayed at the end of the Tab list. If you want it to appear earlier, set it to a lower number.

Adding Custom Fields to Tickets

After creating the Custom Fields, you need to add them to the ticket types you want.

To do this, navigate to Configurations -> Ticket Types

You will need to repeat this step for each ticket type to which you want to assign Custom Fields and display survey data.

In this case, we will use the Incident ticket type as an example. 

Click Edit and then select the Field List tab. At the bottom of the list, click the Add button.

Add all the fields that were created. Note that the fields now appear with the prefix "CF" (Custom Field). Click Save.

After the fields appear in the list, click Save.

Done, the fields have now been added to the ticket. This is how they will appear.

Add Your Survey HTML Snippet to HaloPSA

Note:
In order to have your surveys assigned to the correct employees, make sure that the Employee ID added to Crewhu matches the information from your PSA. Learn more about this here.

Get your Survey HTML Snippet

Firstly, go to Settings > CSAT and select the Integration Partner as HaloPSA, as shown:

Then, enable the Write survey back option. This will ensure that the custom fields populate correctly in Halo:

If you want to use the survey in the ticket responses, you need to copy the Reply survey snippet. If you want the survey to be sent only when the ticket is marked as complete/resolved, then you need to copy the Resolve survey snippet. Both snippets are on CSAT Settings.

Refer to this article to learn more about the Types of Surveys.

Insert your Survey HTML Snippet into your Templates

Resolved Surveys

Go to Configurations > Emails > Outgoing Email > Email Templates.

Locate the Ticket Closed Template and click on Edit. After that, select the Source button and Paste the Resolved snippet. 

After pasting the snippet, click on the Source button again to preview the Snippet and hit Save.

Reply Surveys

Reply surveys can be pasted on any update template because they allow multiple answers. To ensure the highest conversion rate possible, follow the same steps from the resolved surveys and place the snippet on every template applicable. 

Best Practice
Double-check the snippet to make sure you copied the correct snippet.