Summary

• Introduction
• CSAT Surveys
  • Custom Survey Snippet
  • Creating the Email Template in Atera
• Crewhu Trends

Introduction

Atera is a PSA and RMM platform, and Crewhu connects to it in two separate ways:

• CSAT surveys: snippet only. You copy a survey snippet from Crewhu, and Atera sends it to your clients by email, so the rating faces appear inside the ticket emails your customers already receive. Available on all Crewhu plans.
• Crewhu Trends: data source. Atera can also be connected as a source in Crewhu Trends, so you can build metrics and run contests from your Atera data. This requires Crewhu Trends (available on Grow).

These two setups are independent. You can use the snippet without Trends and Trends without the snippet.

Important: Before you begin, make sure you have admin access to Crewhu Survey Settings and admin access to Atera. For the Trends part, you need to be on the Grow plan and also an Atera plan that includes API access.

CSAT Surveys

Custom Survey Snippet

First, in Crewhu go to Settings > CSAT and select Atera 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, one email template and one automation rule for each. 

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

Creating the Email Template in Atera

With the Crewhu snippet copied, open Atera and go to Admin > Support and ticketing > Email templates, then select the template you want to update.

In the email body toolbar, click the Code View icon and paste the Crewhu snippet. You can add your own text before or after it.

Click Save. 

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.

Note:
Surveys are credited by Employee ID. In Atera the Employee ID is the technician's first name followed by the last name, with no space; for example, JaneDoe. The field is case-sensitive, refer to Employee ID to avoid surveys coming in as UNKNOWN. 

Crewhu Trends

Atera can also be added as a data source in Crewhu Trends, so your Atera data can feed metrics and contests.

Get your Atera API token

In Atera, go to Admin > Data Management > API and click New token. 

Fill in:

• Token: a name for the token, for example Crewhu Trends.
• Expiration date: the maximum is one year from the creation date. Set a reminder to replace the token before it expires, or Trends will stop collecting data.
• IP addresses: select Allow all, or Specific IPs if your policy requires it.
• Permissions: select Full access to make sure the integration works properly, or Custom access to set permissions per domain.

Copy and store the token before closing the panel: Atera only shows it once.

Connect the source in Crewhu Trends

Open Crewhu Trends, go to the Sources tab and select Atera.

Choose a name for the integration, and paste your token.

Click Test Integration to validate, then Save. It may take a few minutes to sync. Once the source is active, go to Metrics and create your Atera metrics.

Related articles: Crewhu Trends - Setup and Usage