Summary

• Introduction
• Custom Survey Snippet
• Adding the Snippet to Accelo

Introduction

Accelo is a PSA platform, and Crewhu connects to it as a snippet-only integration. You copy a survey snippet from Crewhu and Accelo 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.

Important: Before you begin, make sure you have admin access to Crewhu Survey Settings and admin access to Accelo Settings. Progressions and triggers are part of Accelo's Premium feature set.

Custom Survey Snippet

First, in Crewhu you have to go to Settings > CSAT and select Accelo 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 progression action for each. 

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

Adding the Snippet to Accelo

With the Crewhu snippet copied, open Accelo and go to Settings > Tickets > Progressions & Fields.

Find the progression that matches your survey type. For a Resolved survey, use the progression that moves a ticket to Resolved or Closed. For a Reply survey, use the progression your team runs when updating a ticket.

With the right progression in mind, go to the Edit Activity Action page and click the source code icon:

Paste the Crewhu snippet directly in the source code view. You can add your own text before or after the snippet. 

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.

From now on, every time a ticket runs that progression, Accelo sends the email with the Crewhu survey to the client contact, and the responses start coming through in Crewhu.

Note:
Surveys are credited to the ticket manager in Accelo, so the Employee ID in each Crewhu profile must match the matching employee in Accelo. Refer to Employee ID to avoid surveys coming in as UNKNOWN.