Summary

• Introduction
• Creating the Workflow on Autotask
• Creating the Email Template
• Testing the Workflow
• Final Checklist

Introduction

This guide explains how to create an Autotask workflow rule for project surveys. The example sends a survey when a project is completed, but you can adapt the workflow to other project stages or events.

Important:
Before you begin, make sure you have the Project Survey snippet provided for your account, access to Autotask Workflow Rules, and a contact you can use for testing.

Creating the Workflow on Autotask

Choose When the Survey Should be Sent

The workflow condition should match the milestone that is meaningful to your customers. For example, the rule can use a project status or a project note type.

Example: Status = Complete

Example: Status = In Progress

Example: Note Type = Email

The Project Survey snippet supports multiple responses. You can create separate workflow rules and email templates for different project stages while using the same snippet.

Create a New Project Workflow Rule

In Autotask, go to Admin > Workflow Rules > Projects.

Select Projects, then click + New.

Define the Workflow Criteria

Complete the general settings, select the project event that should evaluate the rule, and add the condition that triggers the survey.

• Use a clear workflow name, such as Survey for Project Completed.
• In this example, the entity is Project and the event is Updated.
• The condition used in this example is Status = Complete.

Note:
If your organization uses a different status, note type, or milestone, update the event and conditions accordingly. 

Setting Up the Notification Rules

Open the Notification tab and select the customer contact or contacts who should receive the survey. The example uses the Primary Account Contact.

Select the address the notification should be sent from. The Initiating Resource is typically the person responsible for the project, but you can also use the assigned employee or a general support address.

Note:
Make sure the selected sender address is valid and permitted to send Autotask notifications for your organization. 

Creating the Email Template

Create the Notification Template

In Notification settings, click the + button next to Notification Template. Add a clear template name and email subject.

Review the Associated Events

Select the events required by your configuration. In this example, Project - Completed and Task - Copied are associated with the template.

Note:
The workflow rule, associated event, and email template should all reflect the same project milestone. 

Build the Survey Email

Create a concise subject and message. You can use Autotask variables, such as Project Number, so the email is easy for the customer to recognize.

Add the Project Survey Snippet

Select HTML and paste the Project Survey snippet provided for your account at the end of the email code. Then save the template.

Save the notification template and workflow rules.

Note:
Survey images may appear broken inside the Autotask template preview. This is expected. Complete the test below to confirm how the live email renders. 

Testing the Workflow

Create a Test Project

Create a test project to validate the complete customer experience. From the main navigation, select Projects.

On the Project Search page, click + New.

Complete the required General Information fields, including Name, Account, Type, Start Date, and End Date. Use an account and contact whose inbox you can access, then save the project.

Note:
The project must meet the workflow conditions you configured. In this example, the workflow is evaluated when the project status becomes Complete. 

Complete the Project

Open the test project. From the Actions menu, select Mark Project as Complete.

Completing the project should trigger the workflow rule and send the survey email.

Check if:

• The expected customer contact receives the email;
• The subject identifies the project;
• The positive, neutral, and negative response options render correctly; and
• One test response opens and submits the survey as expected.

A Project Survey response is assigned to one employee according to the Project Survey snippet and workflow settings. If additional employees should receive credit for the response, update the survey assignment manually in Crewhu.

Related article: How to reassign a survey

Final Checklist

• The workflow rule is active.
• The trigger conditions match your project process.
• The recipients and sender are correct.
• The Project Survey snippet is included in the HTML template.
• A completed test project sends a readable survey email.
• A test response appears in Crewhu with the expected employee assignment.