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Summary

• What is it
• Custom Survey Snippet
• Adding the snippet to the email template
  • Creating a new Ticket Status
  • Creating a Ticket Automation
• Survey Assignment

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What is it

Syncro is a PSA platform, and this article has the purpose of explaining how to use Crewhu surveys on Syncro tickets.

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Custom Survey Snippet

First, you have to go to Settings > CSAT, and select the Integration Partner as Syncro, as shown:

If you want to use the survey in the ticket updates, then you need to copy the Reply survey snippet. If you want the survey to be sent only when the ticket is marked as complete/resolved, then you need to copy the Resolve survey snippet. Both snippets are in CSAT Settings.

Refer to this article to know more about the Types of Surveys.

Note:
Syncro email templates do not accept HTML, so we have to use the Rich Text format. This means that, while we are able to automatically sync up the images chosen for the snippet, the text for the LABELS has to be adjusted manually in Syncro.

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Adding the snippet to the email template

As soon as you get the snippet from your CSAT Settings, you can paste it into the email template in Syncro.

First, it's necessary to create a new Status and a new Ticket Automation in Syncro.

It's important to create a new status, so you can pass the tickets to that status when the service is completed, so the automation will run all the tickets in that status, in order to trigger the email with the survey. For that, follow the following steps.

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Creating a new Ticket Status

• Click on More > Admin;
• Go to Tickets > Preferences;
• Click on Additional Settings:

• Click +Add Status;
• You can name it something like "Ticket Completed - Email Client":

Note:
Tickets in a status containing the word "Resolved" will not trigger the automation, to prevent accidental execution of them on all of a user's resolved tickets. Instead, try words such as "completed" or "closed".

Here is an alternative solution:

• Click on More > Admin;
• Go to Tickets > Preferences;
• Check the box "Enable Ticket Resolved Emails" > Save;

• Go to PDF/Email Templates > Email Templates;
• Edit "Ticket Resolved Email" and add your CSAT Survey > Update Template. This will work in all resolved tickets.

Creating a Ticket Automation

• Click on More > Admin;
• Go to Tickets > Ticket Automation;
• Click on +New Ticket Automation;
• We suggest filling in the automation as follows:

Note:
You can set up an Automation and then every hour or so they will run on all of your Open Tickets. They don't run "on the hour," but they will run every hour. You can run it manually, in order to test it.

Refer to Syncro's KB for more details:
https://help.syncromsp.com/hc/en-us/articles/115002534434-Ticket-Automations 

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Survey Assignment

The tech assigned to the survey will be the ticket assignee collected by the Syncro placeholder {{Tech_Name}}.

The technician's name must be accurately inputted into the users' Crewhu profile as an ID, matching the case sensitivity and spacing of their name in Syncro, as illustrated in the example below:

Customer & Contact Info

When checking your CSAT History or Reports, you may notice that Syncro-related surveys display only the customer's first name. This happens because Syncro only provides the {first_name} and {full_name} variables, whereas other platforms also offer a dedicated {last_name} variable.

So, in order to maintain data consistency and standardization across all integrated systems, Crewhu uses only the {first_name} variable in the Syncro snippet.

Important:
Please note that the following features are NOT available with the Syncro integration: "Bring ticket data from PSA" feature, Contest data and advanced metrics and "Write survey back" feature.

^Top

• Jump to what you need:
• What is it
• Custom Survey Snippet
• Adding the snippet to the email template
  • Creating a new Ticket Status
  • Creating a Ticket Automation
• Survey Assignment
• Customer & Contact Info