Summary

This article will show you how to enable the Writeback feature for your surveys, allowing you to view the latest Crewhu rating associated with the ticket, insert a link to the survey* from the integrator ticket, see the feedback as an internal note of the ticket, and access a list of surveys, with details* using the survey tab. The feature is available for Connectwise and Autotask integrations and the document covers the following topics:

※ Setting the integration partners

• Set Connectwise REST
• Set Autotask SOAP

※ Activating the feature

• Enable writeback
  • Possible errors
• New fields on the tickets
  • Connectwise
  • Autotask
  • Zendesk
• Survey Templates

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Requirements

• Profile level Admin (What level am I?)
• Crewhu Pro or Badass plan

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Enable the Writeback feature

Go to Settings > CSAT Surveys and locate the Miscellaneous section to flag the "Write survey back" checkbox. Hit the "Save" button on the right top of the page to activate.

Note:
The first time you save this setting can take a little longer to save than normal due to the configuration setup.

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Possible Errors (Connectwise)

"Error finding custom field"
"Error creating survey template"

If while saving the setting, one of the messages above appears on the top of the screen, will be necessary to review the permissions on ConnectWise:

Refer to this article to know the exact Required permission for Writeback.

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Custom fields and Notes

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Connectwise

New fields created inside the tickets:

• Latest Crewhu Rating: Displays the latest Crewhu rating associated with the ticket.
• *Latest Crewhu Survey: Link to the latest survey associated with the ticket in Crewhu.
  
• Ratings and feedback included on ticket history as an internal note:
  
  
  
  Another example:
  
  

Note:
If the UDF Crewhu fields are not being displayed in Connectwise, don't attempt to manually create them. Double-check if they are active and visible in System > Setup Tables > Custom Fields, then editing the Ticket option (Service screen).

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Autotask

New fields created inside the tickets:

• Crewhu Ratings: Displays the two last ratings associated with the ticket.
  
  
  
  
• Ratings and feedback included on ticket history as an internal note:
  
  
  
  Another example:

Note:
If the UDF Crewhu fields are not being displayed in Autotask, they are probably hidden and need to be made visible. Do not attempt to manually create the fields.

Zendesk

New fields created inside the tickets, where the Latest Crewhu Link takes you to the survey, and the Latest Survey rating displays the last rating:

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Survey Template

Besides the Custom Fields and Notes that are written back to the ticket, Crewhu also creates a Survey Template inside the PSA and populates it with Crewhu survey data.

• Survey tab with a detailed list of responses in Connectwise: