Summary

This guide will show you how to setup Crewhu, configure the Connectwise Rest API, configure survey settings and install the Crewhu survey snippet into Connectwise to get a higher number of survey responses.  This module will measure customer service by company, by team, by employee, and by customer.  The analytics that you capture will help you measure and improve your customer service to keep customer retention high.  This module will also let you reward high performers to help reinforce amazing customer service throughout your company.  So let’s get started!

Setup Locations, Teams, Positions, & Employees

1. Setup Locations (optional)- By default, your company HQ will already be configured.  If you do not have additional locations you can skip this step.  Locations are normally physical locations and sometimes has a leader accountable for the performance of the location.  You can report by location in Crewhu.  Go to Setup > Locations to add to and manage your locations:
   
   
   
   
2. Setup Teams (optional) - teams are a great way to group employees by function or workgroup (they are not location specific). Teams normally have 1 manager or leader accountable for the team. Some examples of teams include Support, Projects, Proactive Services, Account Management Administration, Sales & Marketing. You will be able to report and measure performance by team. Go to Setup > Teams to add to and manage your teams:
   
   
   
   
3. Setup Positions - Positions are a great way to recognize employees. Besides your normal positions, you can have levels based on certification and experience level. For example Technician Level 1, Technician Level 2, etc. You will also be able to have contests based on positions.
   
   
   
   
   
4. Add Employees - go to Setup > Employee > Add

5 required fields

 

1) Connectwise ID - enter Connectwise ID into the employee record.  Please note the ID is case sensitive and must match for the integration to work.  If there is no match Crewhu will report UNKNOWN.  

2) Enter First name and Last name of employee.

3) Enter employee email.

4) Enter employee position. Position is important for survey notification purposes.

5) Choose profile for employee.  Profile determines permissions and scope.  By default, there are 3: Administrator, Managers, Employee.


6 optional fields



1) Photo (*recommended) - Best practice is to upload a headshot.  The photo will appear on the survey id this setting is activated making the interaction more personal. 

2) Birthday - Future feature - we will have birthday announcements and ability to send an automated birthday badge to recognize your crew on their special day.

3) Location - By default, all team members will belong to HQ.  You only need to make a change here if there is more than one location.

4) Team (*recommended)- You can assign an employee to a team if applicable.  Crewhu can report by team.

5) Hire Date - Future feature - we will have anniversary announcements and ability to send an automated loyalty badge to recognize your crew for hitting years served milestones with the company.

6) Send invitation after save - if checked the employee will receive an invitation immediately to sign up.  This helps make onboarding easier for the administrator.

Configure Connectwise REST API for Crewhu

Requirements 

• Available on all Crewhu plans
• A Connectwise license and permissions to "add" API members
• Access to edit Crewhu survey settings

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 March 2018.  

Follow the instructions below to create a public and private API key to activate your Connecwise Integration using REST.

3 Steps to create public and private key

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

Create a Role ID in Connectwise

1. 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 "+" button and name role ID "Crewhu"- configure security role called "Crewhu."
   
   
   
   
2. Create access to the following Security Role in Companies dropdown:
   
   Companies > Company Surveys - Add, Edit, Delete and Inquire Level: All
   
    
   
   
3. Create access to the following Security Role in Service Desk dropdown:
   
   Project > Project Tickets - Add, Edit, Delete and Inquire Level
   
   
   
   
4. 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
   
   
   
   
5. Create access to the following Security Role in System drop-down:
   
   System > API Reports - Inquire Level: All 
   
   System> Table Setup - Add, Edit, Delete and Inquire Level: All (nothing is required in the customize button)
   
   
   
6. Click save
   
   

Create an API member called  Crewhu

*note: Those in bold are required for the Crewhu API.  All other fields are required by Connectwise so you will need to fill them out with placeholders to be able to save API credentials (Connectwise is working on making fields not necessary for integration optional.  Release TBD).

1. System > Members > API Members tab then press “+”.  
   
   
   
2. Fill in required API Login fields:
   
   
   1) Member ID: Crewhu
   2)Password then confirm
   
   
3. Fill in required API Profile fields:
   
   
   
   1) First name: Crewhu
   2) Last Name: Bot
   3) Photo:  Upload Crewhu logo attached to this document (attached to this document)
   4) Office email
   5) Office Phone
   
   
4. Fill in required API System fields:
   
   
   
   1) Role ID: Crewhu
   2) Location: (Chose location that has business unit attached)
   3) Level- (Any option from drop-down)
   4) Business Unit- (Any option from drop-down)
   5) Name: (Any option from drop-down)
   
   
   
5. Fill in required API Time/Expense/Billing fields:
   
   
   
   1) Time Approver: (Any option from drop-down)
   2) Work Role- (Any option from drop-down)
   3) Expense Approver- (Any option from drop-down)
   
   
6. Fill in required API CRM fields:
   
   
   1) Default Territory- (Any option from drop-down)
   
   
7. Click "Save"

Generate Public and Private Keys

1. System > Members >API Members > Click Crewhu (API Member) > API Keys tab Click "+" > type "Crewhu in description.
   
   
   
2. 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).
   
   
   
   

Configure Crewhu Survey Setting and Activate Connectwise Integration

1. In Crewhu go to Settings > Survey
   
   
   
   
   
   
2. Upload an image of your logo.  For best results use any size that respects the same aspect ratio of the following minimum size: 342px width x 216px height. Your logo will brand your 1-click CSAT survey.
   
   
   
   
3. Select Connectwise REST as your integration partner and add the following:
   
   
   1. Integrator server
   2. Company Name
   3. Public Key - copy key you just created and paste into Crewhu
   4. Private Key - copy key you just created and paste into Crewhu
      
      
      
      Tip: Your 1) integrator server and 2) Company Name are the same credentials that you use to login to Connectwise Manage.  See beloe screenshot:
      
      

   
   Once your Connectwise REST API is activated you will have access to all features available in your plan that utilizes the Connectwise REST API.

   
   
   
4. Test Integration.  If  "Integration tested OK" click "Save and move to the next step
   
   
   
   
   
5. Select your rating type and customize your rating labels:
   
   
   
   Best Practice: Capitalize only first letter of each label.
   
   
   
6. Activate the miscellaneous survey settings that you would like to use:
   
   
   
   
   
   1. 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.
   2. 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.  
      
      
7.  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.
   
   
8. Configure survey email notifications:
   
   
   
   
   1. Positions to notify - Choose which positions should receive email notifications.
      
      
   2. When to notify - Choose when an email notification should go out for each rating type: Always, Only with comment, or Never.
      
      
   3. Notify 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.  
      
      
9. Turn on and configure your surveys based on your PSA integration options (see appropriate integration documentation guide) and then press view/copy button:
   
   
   
   
   
10. Copy source code to clipboard and paste into the appropriate place in Connectwise:
    
    
    
    Two options:
    
    1) Image Snippet - Show 3 faces
    
    
    
    2) 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
    
    

Connectwise email template configuration for all boards

1. Open your ConnectWise application (you will need to use the client/desktop version as the setup tables are not accessible in the web version)
   
   
2. Go to ConnectWise Menu > System > Setup Tables
   
   
3. Search for ‘email formats’ Table (type in Table field and click ‘Search’ button)
   
   
   
   
   
4. Click on the ‘Email Formats’ link to open it
   
   
5. Choose Service Email to Customers (closed ticket).  If this template does not exist choose new ( + sign)  and then the template from the dropdown:
   
   Template exists
   
   
   
   
6. If template doesn't exist you will need to create template by clicking the + button in the above image and then choosing "Service Email to Customer (Closed Tickets):
   
   
   
   
    

Create a Template for a Specific Board

1.  Go to system>setup and type "service board"
   
   
   
   
2. Click on the service board where you would like to add template (in this example we are using professional services)
   
   
   
   
3. Click status tab and then choose Closed (resolved) or the status that you would like to use to trigger the email template send:
   
   

Add the Crewhu Snippet to a Connectwise template

1. Click on the ‘Source’ button:
   
   
   
   
2. Paste the Crewhu snippet in the correct place:
   
   
   
   
   
3. Click the ‘Source’ button again and check if the snippet is working:
   
   
   
   
   
4. Click Save ().
   
   
5. That’s it. Any ticket that is closed from now on using the configured template will have the Crewhu survey snippet.