Summary

• Resolved Surveys
  
  • In Crewhu
  • In Connectwise
• Reply Surveys
  • In Crewhu
  • In Connectwise

We have two different types of Surveys related to ticket status at CrewHu:

• Resolved: The PSA sends the Survey when the ticket is closed/resolved. 
• Reply: The PSA sends the Survey when the ticket is replied.

To use both types of Survey, you need to have different templates and configuration at ConnectWise. In this article, well show how to add the CrewHu snippet for Resolved and Reply Surveys.

Resolved Surveys

In Crewhu

Settings > Surveys > CSAT:

Click the "View/Copy" button on the survey type that you wish to apply to your templates:

In the pop-up, you can select the snippet type to use, and you can copy the source code of the snippet to the clipboard:

Snippet Types:

• Image Snippet: Show 3 faces,
  
•  
• Text-only snippet: The text option without images, only text.
  

In Connectwise

System > Setup Table > Service Board > Click on board > Statuses tab:

Click to open the form of the status that you would like to trigger a notification with the survey:

Important:
To use the Resolved type of survey, choose a status that has "We have resolved the issue" as the Escalation Status.

When accessing the Status, flag the External Contact Notifications box and click the "+" to add the external contact that you would like to receive the email notifications with the survey (usually the Contact for this item):

In the template box, click the Source button and paste the Crewhu snippet in the place you would like the survey links to be displayed:

Click the ‘Source’ button again for a preview of the template:

Click to save this notification, and you are ready to create a test ticket and see your surveys work.

Reply Surveys

In Crewhu

Settings > Surveys > CSAT:

Click the "View/Copy" button on the Reply survey type that you wish to apply to your templates:

In the pop-up, you can select the snippet type to use, and you can copy the source code of the snippet to the clipboard:

• Snippet Types:

  • Image Snippet: Show 3 faces,
    
  •  
  • Text-only snippet: The text option without images, only text.
    

Click the "Copy to Clipboard" button:

In Connectwise

System > Setup Table > Service Board > Click on board > Statuses tab:

Click to open the form of the status that you would like to trigger a notification with the survey:

When accessing the Status, mark the External Contact Notifications box and click the "+" to add the external contact that you would like to receive the email notifications with the survey (usually the Contact for this item):

In the template box, click the Source button and paste the Crewhu snippet in the place you would like the survey links to be displayed:

Click the ‘Source’ button again for a preview of the template:

Click to Save this notification, and everything is set for your Reply Survey to work on your responded tickets.