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Summary
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Integration Description
The Connectwise REST integration allows you to receive surveys pulling from CW via API ticket information as well as allows other features such as writeback and ticket notes.
In this article, it's explained in detail all the API permissions required from Crewhu.
Note:
Refer to this article to learn more about Connectwise REST Integration and to have more detailed instructions on enabling it.
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Features X Permissions
After creating the Security Role / Crewhu API (explained in this article), see the following permissions required and the respective Crewhu features involved.
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Surveys
When a survey is created, Crewhu will get the employee(s) who deserve credit from CW, based on the configuration set on the CSAT Settings (the one who resolved the ticket or all who worked on the ticket). The required permission for that is System > API Reports - Inquire Level: All, Companies > Contacts - Inquire Level: All, and Companies > Company Maintenance - Inquire Level: All.
Refer to this article to know more about this feature: Connectwise Survey Options (who gets credit).
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Support Metrics
Crewhu contests can be based on CW Support Metrics, therefore, it needs to collect the respective tickets from CW to populate the contests.
The required permission for that is System > API Reports - Inquire Level: All.
Refer to this article to know more about this feature: Connectwise Integration: Helpdesk Metrics to Improve Customer Satisfaction.
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Sales Metrics
Crewhu contests can be based on CW Sales Metrics, therefore, it needs to collect the respective data from CW, such as opportunities, activities, and sales calls.
The required permission for the sales activities is Companies > CRM/Sales Activities - Inquire Level: All.
And the required permission for the opportunities is Sales > Opportunity (Inquire level).
Refer to this article to know more about this feature: Connectwise Integration: Sales Metrics to Improve Sales Process.
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Writeback
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1. Ticket Pod
At the moment the Writeback feature is enabled on the CSAT Settings, Crewhu needs to locate the right ticket pod in CW before creating the Custom Fields (User Defined Fields) that will be populated with the survey data.
The required permission for that is System > API Reports - Inquire Level: All.
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2. Custom Fields (UDF)
The writeback feature creates the Custom Fields Latest Crewhu Rating and the Latest Crewhu Survey that will be populated on the CW ticket as soon as a rating comes through. Crewhu needs permission to have access to and create these fields.
The required permission for that is System > Table Setup - Add and Inquire Level: All. Then click on Customize and allow access to General / Custom Fields.
Note:
The Add Level from the Table Setup can be disabled once the Custom Fields (UDF) are created on the ticket in CW.
After every survey is submitted, Crewhu populates these custom fields on the respective ticket structure in CW.
The required permission for that is Service Desk > Service Tickets - Edit and Inquire Level: All.
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3. Survey Template in CW
There is a native survey in CW. To keep this information updated on the tickets, Crewhu creates a survey template for the reply and resolved surveys within CW, to be populated with the survey data from Crewhu.
The required permission for that is System > Table Setup - Add and Inquire Level: All. Then click on Customize and allow access to Service / Surveys - Service.
After submitting every Crewhu survey, it populates a new survey within CW using the proper template (reply or resolved). If the survey is edited in Crewhu, it needs to be edited in CW, and if the survey is deleted in Crewhu, it needs to be deleted from the ticket in CW.
The required permission for that is Companies > Surveys - Add, Edit, Delete, and Inquire Level: All.
Refer to this article to know more about this feature: Writeback to Connectwise, Autotask, or Zendesk.
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4. Notes
You can write an internal note in the survey in Crewhu, and it will be automatically added to the internal notes of the ticket in Connectwise. The edition and deletion will be automatically performed by Crewhu as well. All of this is done through the Service/Tickets API in CW.
The required permission for that is Service Desk > Service Tickets - Edit and Inquire Level: Al
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Refer to this article to know more about this feature: Notes.
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Employee Sync
This feature automatically syncs employees/members from ConnectWise to Crewhu. To allow this call, in ConnectWise go to "Security Roles", select the API member that hosts the API key used in Crewhu, and expand the "System" section.
- System > Member Maintenance - Inquire Level: All
- System > Member Maintenance - Finance - Inquire Level: All
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