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Summary

• Writeback feature
• How to do it
  • Ticket Template 
  • Ticket workflow

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Writeback feature 

The writeback is a feature that mainly allows you to view the latest Crewhu rating directly on the ticket and it also inserts a link to the survey, using the User Defined Fields (UDF) created by Crewhu at the moment that feature is enabled. The following fields are created in the PSA:

• Latest Crewhu Rating
• Latest Crewhu Survey

Therefore, it's possible to use the information from these fields to trigger a workflow in Connectwise, in order to deal with bad feedback in the most efficient way.

Refer to this article to know more about Survey Notes Writeback to Connectwise, Autotask or Zendesk

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How to do it

Refer to the steps below to know how to set a workflow in Connectwise.

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Ticket Template

When we create a ticket workflow in Connectwise in order to create automatically a new ticket (next step), we will have to select a Ticket Template for this new ticket. That is, the new ticket will be based on what is set on this Ticket Template.

To create a Ticket Template, follow the following steps:

• Go to System > Setup Tables, and search for the Ticket Templates table;
• Click on Add+;
• Fill in the Template Name and Ticket Summary. The Ticket Summary will be the title of the new ticket.
• On the ticket pod, select the Board, Status, and Priority that the new ticket will have;

• On the Additional Details pod, inform who will the ticket be assigned to:

• Fill in any additional information you want to take to the new ticket;
• Save the Template.

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Ticket workflow

• In ConnectWise, go to Setup Tables > Workflow Rules, and click on "+" to add a new rule;
• Insert a Description and select the Service Tickets as the Table Reference;
• Save the workflow rule, and click on Events +;
• Search for the "Latest Crewhu Rating contains {value}" option and set the value as the negative word that you use for your surveys. For example, if your bad rating in Crewhu is set as "Negative", type in "Negative" in the value, as shown:

• Click on the icon and save the event;
• Define the Run Schedule to "Just once", so each record will be only checked once, avoiding duplicatation:

• After that, you can click on the TEST button to verify how many tickets match your search criteria informed in the event.
  
  
• Click on Actions + to define what will be performed;
• Choose the action type. For this example, a new ticket will be created.

• Select the Ticket Template 

• Click Activate at the top of the page, and define the frequency that the workflow will run automatically. See the example below:

Note:
- The minimum recommended frequency for on-premises partners is 5 minutes.
- The cloud partners' workflow rules are limited to run every 10 minutes.
Refer to this article to know more about Workflow Rules in Connectwise