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Summary
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Requirements
- Available to all Crewhu plans
- A Connectwise license and permissions to "add" API members
- Access to edit Crewhu survey settings
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Integration Description
The ConnectWise REST integration allows you to receive surveys pulling from CW via API ticket information such as Company, Contact, status, the members with time on the ticket, the member who marked the ticket as resolved and date and time of the resolution.
It also gives you the possibility to write back to the tickets the survey rating, link and internal notes.
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4 Steps to activate the integration
- Create a role ID and set permissions
- Create an API member called Crewhu
- Generate the public and private keys
- Activate integration
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1st Step: Create a Role ID in Connectwise
Create a role ID in Connectwise for Crewhu REST API. The role ID will define what permissions Crewhu will need.
Go to Systems > Security Role and press the "+" button and name role ID "Crewhu"- configure security role called "Crewhu."
Create access to the following Security Role in Companies dropdown:
Companies > Company Surveys - Add, Edit, Delete and Inquire Level: All
Create access to the following Security Role in Service Desk dropdown:
Project > Project Tickets - Add, Edit, Delete and Inquire Level
Create access to the following Security Role in Service Desk dropdown:
Service Desk > Close Service Tickets - Add, Edit Delete, and Inquire Level: All
Service Desk > Service Tickets - Add, Edit, Delete and Inquire Level: All
Create access to the following Security Role in System dropdown:
System > API Reports - Inquire Level: All
System> Table Setup - Add, Edit, Delete and Inquire Level: All (nothing is required in the customize button)
Click save
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2nd Step: Create an API member called Crewhu
In Connectwise, go to System > Members > API Members tab then press “+”.
Fill in the required API Login fields. The fields in bold are mandatory:
Profile:
Member ID = Crewhu
Member Name = Crewhu Bot
Time Zone = select Connectwise default Time Zone from the drop-down menu
Email = this field is not mandatory, you can leave it blank
System:
Role ID = Crewhu - select Crewhu from the drop-down menu
Level = select the top level from the drop-down menu
Name = select the top level from the drop-down menu
Location = select any of the options from the drop-down menu
Default Territory = select any of the options from the drop-down menu
Service Defaults:
Default Board = this field is not mandatory, you can leave it blank
Restrict Board Access = this field is not mandatory, you can leave it blank
Click "Save"
Note:
If the Write Back feature API is returning any kind of error related to permissions, make sure the field Restrict Board Access is not blocking the proper ticket board in ConnectWise.
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3rd Step: Generate Public and Private Keys
System > Members >API Members > Click Crewhu (API Member) > API Keys tab Click "+" > type "Crewhu" in description.
Click "Save the "Public Key" and "Private key."
Note:
The private key is only available at the time the key is created. Please save the keys on a text editor to use in next step)
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4th Step: Activate Integration
Log into Crewhu and go to the Setup > CSAT Survey > CSAT Settings:
- Integration Partner: Select ConnecWise (REST) from the drop-down
- Integrator Server: Add the server address to connect
- Company Name: Add the company name used to login into CW
- Public Key: Paste the Public key created on the 3rd step
- Private Key: Paste the Private key created on the 3rd step
- Test Integration: If successful, click the green "Save" button at the top right corner of the page
Note:
Your 1 integrator server and 2 Company Name are the same credentials that you use to login to Connectwise Manage, as shown below:
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Add Crewhu snippet into CW templates
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In Crewhu - Setup > CSAT Survey > CSAT Settings:
Select and/or customize the faces and labels for each rating:
Best Practice:
Capitalize only the first letter of each label.
- Activate the miscellaneous survey settings that you would like to use:
- IP Restriction: Used to restrict an IP from answering surveys. For example, your company network. This is not a good setting to use if you would like to track surveys for internal tickets.
- Show employee picture - Highly recommended!: When this setting is activated it will show the employee picture that has been uploaded to the employee record (Setup > Organization > Employees) in the survey.
- Write survey back: Writes the information from your surveys back to the ticket on Connectwise. (Click to see more about this feature)
Activate the CSAT widget to make your customer satisfaction score public. You can add the widget HTML to your website or email signature.
Best practice:
Activate the CSAT widget 30-60 days after launching the Crewhu platform so you are highlighting a good sample of survey feedback.
Configure survey email notifications:
- When to notify: Choose when an email notification should go out for each rating type: Always, When no comment, or Never.
- Also Employee: Choose to notify the employee(s) involved with the ticket.
Best Practice:
Start with notifications set for Always for all ratings and then add filters later. Also, allow your employees to receive a notification.
Click the "View/Copy" button on the survey type that you wish to apply to your templates:
In the pop-up, copy the source code of the snippet to clipboard:
Snippet Types:
- Image Snippet: Show 3 faces
- Text-only snippet: The text option will not be blocked by an image filter.
Best practice:
The more popular option is the faces because they are more engaging. You can A/B test. Try the image snippet for one month and then try the text-only snippet for one month and see which option yields the best results.
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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.
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 working.
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