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
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 and to manage your locations:
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 and to manage your teams:
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.
Go to Setup > Positions to add and to manage your positions:
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
Available on all Crewhu plans
A Connectwise license and permissions to "add" API members
Access to edit Crewhu survey settings
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
Create a role ID and set permissions
Create an API member called Crewhu
Generate the public and private key
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 "+" 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 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)
In Connectwise, go to System > Members > API Members tab then press “+”.
Fill in required API Login fields. The fields in bold are mandatory:
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
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
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
3. Click "Save".
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).
Configure Crewhu Survey Setting and Activate Connectwise Integration.
In Crewhu go to Settings > Survey
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.
Select Connectwise REST as your integration partner and add the following:
Public Key - copy key you just created and paste into Crewhu
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.
Test Integration. If "Integration tested OK" click "Save and move to the next step
Select your rating type and customize your rating labels:
Best Practice: Capitalize only 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 > Employees) in the survey.
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:
Positions to notify - Choose which positions should receive email notifications.
When to notify - Choose when an email notification should go out for each rating type: Always, Only with comment, or Never.
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.
Turn on and configure your surveys based on your PSA integration options (see appropriate integration documentation guide) and then press view/copy button:
Copy source code to clipboard and paste into the appropriate place in Connectwise:
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
Create a Template for a Specific Board & Status
Go to system>setup and type "service board"
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 Crewhu Snippet to 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.