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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
By creating an integration with ConnectWise REST, Crewhu will be able to generate surveys retrieving essential ticket information from ConnectWise through API calls. This includes vital information like Company, Contact, ticket status, involved team members with time entries, the member responsible for marking the ticket as resolved, and the precise date and time of resolution.
This integration will also allow Connectwise to share more information to Crewhu, allowing you to create contests based on Connectwise metrics, and also have your reports with much more information!
Crewhu will also be able to write back the survey rating and a corresponding link as internal notes directly to the respective tickets. This ensures that all feedback is efficiently recorded and accessible within the ConnectWise platform.
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Four Steps to activate the integration
- Create a role ID and set permissions in Connectwise
- Create an API member called Crewhu
- Generate the public and private keys
- Activate integration
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1st Step: Create a role ID and set permissions in Connectwise
Create a role ID in Connectwise for Crewhu REST API. The role will define what permissions Crewhu will need.
At your Connectwise account, look at the bottom of the left sidebar, open Systems > Security Roles, and press the "+" button in the horizontal options menu. Name the role as "Crewhu", and click on the save button to open the Security Modules.
- Create access to the following Security Role in the Companies dropdown:
Companies > Surveys - Add, Edit, Delete, and Inquire Level: All
Companies > Company Maintenance - Inquire Level: All
Companies > Contacts - Inquire Level: All
Companies > CRM/Sales Activities - Inquire Level: All - Create access to the following Security Role in the Sales dropdown:
Sales > Opportunity - Inquire Level: All - Create access to the following Security Role in the Service Desk dropdown:
Service Desk > Service Tickets - Edit and Inquire Level: All
- Create access to the following Security Role in the System dropdown:
System > API Reports - Inquire Level: All
System > Member Maintenance - Inquire Level: All
System > Member Maintenance - Finance - Inquire Level: All
System > Table Setup - Add and Inquire Level: All
Also in the System drop-down menu, following the image above, click on the customize button in Table Setup and give access to the tables General/Custom Fields and Service/Surveys-Service:
Click save
Note:
Refer to this article to know the full details of the relation between our features and the permissions required: Connectwise API Permissions
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2nd Step: Create an API member called Crewhu
In Connectwise, go to System > Members and then API Members in the horizontal bar. 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 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, search for 'Crewhu' on the 'Member ID' column, click on it to access, and then select the API Keys tab. Click "+" > type "Crewhu" in the Description.
Click "Save". This will make available the values of both "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 the next step)
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4th Step: Activate Integration
Log into your Crewhu account and go to Settings > Surveys > CSAT in the left sidebar. In the "Integration Partner" field select the desired integration, if it already exists. If it doesn't exist, click on "Create Integration".
If you click on "Create Integration", you first must select the integration platform by clicking on the "Type" drop-down list.
After selecting one, the required fields for each one will show up, as described below.
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Name: Add a name to the integration. Remember that you can add as many credentials as you want, so it is essential to add a name that demonstrates precisely what these credentials will be used for used
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Integrator Server: Add the server address to connect
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Company Name: Add the company name used to log in to CW
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Public Key: Paste the Public key created on the 3rd step
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Private Key: Paste the Private key created on the 3rd step
- Test Integration: When clicking, a connection test will be performed and the result will be displayed, with all detailed permissions.
After checking all connections, click "Save". If everything is correct, a success message will be displayed and your most recent integration will be active in the "Integrations" window.
Note:
Your 1 integrator server and 2 Company Name are the same credentials that you use to login to Connectwise Manage, as shown below:
Note:
If you have a network restriction, such as a firewall, make sure you whitelist Crewhu's IP addresses for the integration to work:
34.239.241.103
54.145.101.1
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Add Crewhu snippet into CW templates
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In Crewhu - Settings > CSAT:
Select and/or customize the faces and labels for each rating:
Best Practice:
Capitalize only the first letter of each label.
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.
Note:
Some email platforms might block images from incoming messages. If you see this is a common behavior with your client's domains, the Text-only option is a solution that will prevent this and will have the buttons fully shown regardless of image filters.
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.
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 working.
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