Summary

• Introduction
• Custom Survey Snippet
• Creating the Workflow Notification in Rev.io
• Before You Go Live

Introduction

Rev.io is a PSA platform, and Crewhu connects to it as a snippet-only integration. You copy a survey snippet from Crewhu and Rev.io sends it to your clients by email, so the rating faces appear inside the ticket emails your customers already receive.

This integration is available on all Crewhu plans.

The setup has two parts: generating the snippet in Crewhu and creating a Workflow Notification in Rev.io that sends an email with the snippet in its body every time a ticket reaches the status you choose.

Important:
Before you begin, make sure you have admin access to Crewhu Survey Settings, admin access to Rev.io Workflows, and a sender address already configured in Rev.io under System Settings > Email Settings.

Custom Survey Snippet

First, in Crewhu you have to go to Settings > CSAT and select Rev.io as the Integration Partner. To use a specific survey instead, go to Custom CSAT and open the survey you want.

Scroll to the survey type you want to send, Reply Surveys or Resolved Surveys, and click View/Copy Email Snippet. In the Email Snippet (source code) window, click Copy to Clipboard, then close.

Then, click Save at the top of the page.

Note:
Reply surveys go out on every ticket update, and Resolved surveys go out when the ticket is finished. If you want to use both, create one snippet and one workflow notification for each. 

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

Creating the Workflow Notification in Rev.io

With the snippet copied, open Rev.io and go to Admin > Workflows. Make sure the Context is set to Tickets, open the Notifications tab and click Add Notification. The workflow is set up in 3 steps.

Step 1: Name & Triggering Event

1. In Workflow Name, enter a name such as Crewhu Reply Surveys.
2. In Triggering Event, select Ticket Status Updated (under the Ticket group). This makes the workflow run every time a ticket status changes.
3. Click the next arrow.

Step 2: Set Conditions

1. Choose how the conditions are evaluated:
   • Match All: every condition must be true.
   • Match At Least One: one condition is enough.
   • Match None: no condition can be true.
2. Select Match At Least One.
3. Add the condition Status equals Closed.
4. Click Add Condition and add Status equals Resolved.
5. Click the next arrow.

With this setup, the notification is sent whenever a ticket moves to Closed or to Resolved. Adjust the statuses to match the ones your team uses to finish tickets.

Step 3: Reaction

1. In Reaction Type, select Email.
2. In From Email (Name), select the sender address. Sender addresses are added and edited in Rev.io under System Settings > Email Settings, so this must be configured beforehand.
3. In Recipients, check External Parties. Everyone on the ticket who is external to your company will receive the survey.
4. Optional: to narrow the recipients, also check Contact Types and select the types that should receive the survey, for example, Primary. 
5. In Subject Line, type the email subject. You can insert tokens from the Tokens panel, which are replaced with real values when the email is sent. Example: News from ticket followed by the Ticket ID token.
6. In Body, click the source code icon (<>), paste the Crewhu snippet and click Save. You can add your own text before or after the snippet.
7. Click Create.

Note:
Contact types (Administrative, Agent, Billing, General, Other, Primary, Secondary, Technical, Vendor) are set on each contact inside the customer record in Rev.io. 

The new workflow appears in the Notifications list with the status Active. From now on, every time a ticket status changes to Closed or Resolved, Rev.io sends the email with the Crewhu survey to the ticket's external parties, and the responses start coming through in Crewhu.

Before You Go Live

Keep in mind that the rating faces update automatically. If you change the faces or the labels in Crewhu later, the snippet already pasted in Rev.io is updated on its own, so you do not need to copy and paste it again.

On Rev.io, set the sender address first. The From Email (Name) field in Step 3 only lists addresses already set up in Rev.io under System Settings > Email Settings. If the address you want is not there, add it in Rev.io before creating the notification.

For better conversion, keep the faces visible. Place the snippet near the top of the email body, before your own text, so customers see the rating faces without scrolling. This has a direct impact on your response rate. Refer to Tips to Increase Conversion Rate.

Remember that surveys are credited by Employee ID, so the ID in each Crewhu profile must match the employee record in Rev.io. Refer to Employee ID to avoid surveys coming in as UNKNOWN.