Summary

• Introduction
• Custom Survey Snippet
• Adding the Snippet in NetSuite

Introduction

NetSuite is an ERP and CRM platform with a Customer Support and Service module, and Crewhu connects to it as a snippet-only integration. You copy a survey snippet from Crewhu and NetSuite sends it to your clients by email, so the rating faces appear inside the case 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 a NetSuite role with the Set Up Company permission, which is what allows you to edit email templates and case notification settings. The Customer Support and Service feature also needs to be enabled in your NetSuite account.

Custom Survey Snippet

First, in Crewhu you have to go to Settings > CSAT and select NetSuite 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 case update, and Resolved surveys go out when the case is closed. If you want to use both, create one snippet and one email template for each. 

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

Adding the Snippet in NetSuite

With the Crewhu snippet copied, open NetSuite and go to Setup > Company > Company Management > System Email Templates. These are the templates NetSuite uses for its automatic case notifications.

Find the template that matches your survey type:

• For a Resolved survey, use the template your account sends when a case is closed.
• For a Reply survey, use Case Update Support Notifications.

Click Customize next to a default template, or Edit if it is already a customized one. In the Create Template From field, select Text Editor, then paste the Crewhu snippet into the field below. 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 NetSuite the Employee ID is the employee’s NetSuite email address, so the Employee ID in each Crewhu profile must match the email address of the matching employee in NetSuite. Refer to Employee ID to avoid surveys coming in as UNKNOWN.