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Connectwise Integration - REST API

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Stephen Spiegel
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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 API has been updated from their older SOAP API. Crewhu development associated with our Connectwise integration will use only the Rest API starting in March 2018.  

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New Crewhu Clients

Follow the instructions below to activate your Connecwise Integration using REST.

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Existing Clients

You will change your "Integration Partner" from Connectwise SOAP to Connectwise REST.

Important:
It is necessary to replace the Crewhu snippets after the switch from SOAP to REST. For specific instructions about pasting the snippet into the appropriate notification template in Connectwise click on Connectwise Onboarding Guide V 2.0

Before you change the integration partner and snippets, follow the same instructions below to create a "Public" and "Private" key that will be necessary to activate your Connectwise integration using REST.

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4 Steps to activate the integration

  1. Create a role ID and set permissions
  2. Create an API member called Crewhu
  3. Generate the public and private keys
  4. Activate integration

ConnectwiseREST.png

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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."

connectwise_role_id.png

Create access to the following Security Role in Companies dropdown:

Companies > Company Surveys - Add, Edit, Delete and Inquire Level: All
 perm_company.png

Create access to the following Security Role in Service Desk dropdown:

Project > Project Tickets - Add, Edit, Delete and Inquire Level
perm_project.png

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
perm_service.png

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)
perm_sys.png

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"

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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.

API_Key_Crewhu.png

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)

.API_Crewhu_Generate.png

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4th Step: Activate Integration

Log into your Crewhu account and go to Settings > CSAT Survey:
menus.JPG

Choose integration partner "Connectwise (REST)" from the drop-down menu and add the following:

  • Integrator server
  • Company Name
  • Public Key - copy key you just created and paste into Crewhu
  • Private Key - copy key you just created and paste into Crewhu

rest_api_in_crewhu.png

  • Test Integration.  If successful, click "Save."

test_integration.png

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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Crewhu: Settings > CSAT Survey

Select your rating type and customize your rating labels:
Faces.png

Best Practice:
Capitalize only first letter of each label.

Activate the miscellaneous survey settings that you would like to use:
Miscellaneous.jpg
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 > 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.
CSAT_widget_flag.PNG
CSAT_widget.PNG

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:
Notifications_by_rating.png

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 notification.

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Copy source code to clipboard and paste into the appropriate place in Connectwise:

Two options:

Image Snippet - Show 3 faces


Text only snippet - Text option.  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.

Example resolve ticket email with 3 faces:

Example of Crewhu survey

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Connectwise: System > Setup Table, search for "service board"

Create/Edit a Template for a Specific Board & Status

Click on the service board where you would like to add template (in this example we are using professional services)

Click status tab and then choose Closed (resolved) or the status that you would like to use to trigger the email template send:

Check "External Contact Notifications" and "add email notifications" which will allow you to choose the contact for the email notification

Add the snippet into a Connectwise template.

Click on the ‘Source’ button:

Paste the Crewhu snippet in the correct place:

Click the ‘Source’ button again and check if the snippet is working:

Click Save ().

In the above example, this template has been saved to the "professional services board" on "closed (resolved)" status.  You can now attach this template to any other relevant board/status.

After activating the Connectwise REST API you will have access to all features available in your plan that utilizes that requires this integration.

Important:
It is necessary to replace the Crewhu snippets after the switch from SOAP to REST. For specific instructions about pasting the snippet into the appropriate notification template in Connectwise click on Connectwise Onboarding Guide V 2.0

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