Summary

• Introduction
• Set Up the Integration
  • Custom Survey Snippet
  • Creating the Flow in Thread
• What Your Customers See
• Before You Go Live

Introduction

Thread is an AI-powered service desk for MSPs that handles tickets through Microsoft Teams, Slack, a web portal, and a chat widget.

You can send a Crewhu CSAT survey automatically from a Thread Flow when a ticket reaches the status you choose. The survey is delivered inside Thread, so customers rate the support they received without leaving the conversation.

The integration works across every Thread channel: the web portal, the chat widget, Microsoft Teams, and Slack. Thread converts your Crewhu snippet into the right format for each channel, so you set it up once.

This integration is available on all Crewhu plans.

Important:
Before you begin, make sure you have admin access to Crewhu Survey Settings and admin access to your Thread workspace to create and save Flows. You do not need to enable a separate integration. The Send a Crewhu survey action is already available in Thread Flows.

Set Up the Integration

Custom Survey Snippet

1. In Crewhu, go to Settings > Surveys > CSAT to open your Survey Settings.
2. Scroll to the survey type you want to use, Resolved Surveys or Reply Surveys. Either type works in Thread.
3. Next to View/Copy Email Snippet, click View/Copy.
4. In the Email Snippet (source code) window, select Image Snippet and click Copy to Clipboard.

Note:
Reply surveys go out on every ticket update, and Resolved surveys go out when the ticket is finished. To use both, create one Flow for each with its own snippet. 

Related articles: Setup Resolved, Reply, Signature Surveys | How to Use Custom CSAT

Creating the Flow in Thread

1. In the Thread admin panel, go to Flows and click New flow. Give it a name, for example "Crewhu Surveys".
2. Under When, select the trigger Ticket is created or updated.
3. Under Apply filters, add the rules that decide when the survey is sent. For example, set Status equal to Complete to send the survey when a ticket is completed.
4. Click Add, select Action, then choose Send a Crewhu survey.
5. Paste the snippet you copied in Crewhu into the Send a Crewhu survey box.
6. Confirm the Flow toggle is ON and click Save.

From now on, every ticket that matches your filters triggers the survey.

What Your Customers See

When the Flow runs, the customer gets a message with the rating options you configured in Crewhu (Awesome, Average and Poor in the example) in the same place where they were talking to your team.

• Microsoft Teams and Slack: the rating card appears in the ticket chat, after the technician's last message.
• Chat widget and web portal: the same rating options appear inside the Thread chat window.

When the customer clicks a rating, the Crewhu survey page opens in the browser with that rating already selected. The customer can choose what went well (for example Accuracy or Response Time), add optional feedback, and click Submit.

Before You Go Live

• Survey images update automatically. Thread reads the survey image from Crewhu instead of saving a copy. When you change the image in Crewhu, Thread shows the new one with no extra step.
• Thread uses your existing snippets. It uses the same Resolved and Reply snippets you use with your PSA, so there is no separate Thread snippet to manage.
• One Flow per audience. To send different surveys to different customers or ticket types, create more than one Flow, each with its own filters and snippet.
• The action appears even before setup. The Send a Crewhu survey action is visible in every Thread account, but you need an active Crewhu account to copy a survey snippet into it.
• Remember that surveys are credited by Employee ID, so the ID in each Crewhu profile must match the technician record in Thread. Refer to Employee ID to avoid surveys coming in as UNKNOWN.