Summary

• Introduction
• Understanding the Explorer Screen
  • Metric Cards
  • The Ticket List
• Filtering Views
  • Saving Views
  • Editing and Deleting Views
• PSA-Specific Details
  • ConnectWise
• Best Practices

Introduction

Crewhu Explorer is a ticket exploration view inside Crewhu Pulse. It imports resolved tickets from your PSA and shows which ones received a CSAT survey so you can see your real feedback coverage instead of estimating it. It also surfaces Silent Customers: customers who open tickets but never give feedback.

Use it to answer questions your PSA alone can’t: How many tickets did we resolve last month? How many generated a survey? Which boards, types, or companies produce tickets that never reach the customer?

Note:
Explorer currently supports ConnectWise only. Other PSAs are coming next. 

Understanding the Explorer Screen

To use Explorer, you need access to Crewhu Pulse CSAT, an Admin or Manager role in Crewhu, and an active integration with a supported PSA, with the permissions Explorer requires. 

In Crewhu Pulse, click Explorer in the left sidebar. It opens with your PSA tickets loaded, the default Rolling 30 days time frame, no other filters, and the saved view selector showing Default.

Explorer is organized in four layers, from top to bottom:

1. The Filters button and the saved view selector;
2. The metric cards, which summarize the tickets in your current view;
3. The table toolbar, with the Group by selector, the search field and the visible columns selector;
4. The table, with Rows per page and pagination controls at the bottom.

The cards and the table always describe the same set of tickets. When you change a filter or the time frame, both update together.

Metric Cards

Only CSAT ticket surveys are counted.

• Tickets in View: total tickets that match your filters and time frame;
• With Survey: tickets with at least one CSAT survey;
  • Manual: tickets whose survey the customer completed and submitted;
  • Autoclose: tickets whose survey was closed automatically after a partial response;
• With No Feedback: tickets with no CSAT survey;
• Conversion Rate: percentage of tickets in the view with at least one CSAT survey.

A ticket with more than one survey is classified by its most recent survey (by survey close date). Conversion Rate has no logic of its own: it reflects exactly the tickets your filters and time frame define, across all pages.

The Ticket List

With Group by: Tickets (default), each row is one ticket:

Ticket · Ticket Summary · Created Date · Client · Resolved Date · Type · Board · Time Entry · Status · Closed Date · Survey Close Type (Manual/Autoclose) · Surveys (positive/neutral/negative, blank if none)

The list is always sorted by Resolved Date, most recent first; this order is fixed. The visible-columns selector shows/hides columns for your current session only (not saved in views).

Grouping by Company

Switching Group by to Companies doesn’t filter anything: it just changes the display, so the metric cards stay the same.

The ticket list is replaced by a company list with two columns:

• Companies: the company name;
• # Tickets: how many tickets that company has in your current view.

You get a company list (name + ticket count) sorted A–Z; tickets with no company land in a single No company row. Click a company’s row to expand its tickets (same columns and sort as Group by: Tickets):

This view is also how you spot Silent Customers: companies with resolved tickets but little or no survey feedback. Combine with Has Survey: No below to confirm which companies are going silent.

Filtering Views

Click Filters to open the filter bar in this order: Time frame, Board, Status, Type, Companies, Contact, Time entry, Survey.

Important: Filter availability depends on your plan: Listen/Listen+ can filter by Board only; Recognize and Grow get all filters listed below.

• Time frame: based on Resolved Date; always applied, defaults to Rolling 30 days. Options: Today/Yesterday, This/Last week, This/Last month, This/Last quarter, This/Last year, Rolling X days, or Custom (start/end date).
• Board, Status, Type: depend on your PSA’s structure; 
• Companies: multi-select, with a name search.
• Contact: Yes/No. 
  • Contact: No finds tickets that could never have generated a survey (no one to send it to).
• Time entry: Yes/No, whether the ticket has time entries.
• Survey: Yes/No. 
  • Survey: No is the most direct way to find tickets missing from your feedback loop and, combined with Group by: Companies, the most direct way to find Silent Customers. Combine with Board or Type to see where the gap concentrates.

Saving Views

A view saves your filters, time frame, and grouping under a name, so you can return to the same analysis in one click.

• Preset time frames (e.g. Last month, Rolling 30 days) are saved as a period, recalculated from today’s date each time you apply the view.
• Custom time frames are saved as fixed dates and always restore exactly.
• Changing the time frame after applying a view only affects your current screen: the saved view keeps its own definition until you explicitly save over it.

Personal and Shared Views

• Individual: only you can see and use it.
• Shared: everyone with Explorer access in your org can see and use it. Good for keeping a team measuring feedback coverage the same way.

Your view list shows your individual views plus all shared views in your org.

Editing and Deleting Views

• The creator can edit/delete their own views.
• Admins can edit/delete any shared view, but only the creator can switch a shared view’s preset time frame (e.g. Rolling 30 days) to Custom dates, so it keeps auto-updating for everyone else.
• Managers can edit/delete only their own views, and can apply shared views created by others.

Explorer confirms before making a shared view private or deleting a view. Deleting a shared view removes it for the whole org.

PSA-Specific Details

Most of Explorer works the same for every PSA. What changes is how each PSA organizes its tickets, which affects some ticket fields and filters, along with the required permissions and data sync. 

ConnectWise

• Permissions: grant the Explorer group permissions; see ConnectWise Permissions.
• Data sync: resolved tickets import from ConnectWise hourly, so a just-resolved ticket can take up to an hour to appear. If you were connected before the Explorer launch, open your ConnectWise integration, click Test, and save it once to start syncing PSA data.
• Ticket fields: Ticket = ConnectWise ticket number; Board = ConnectWise board; Type = ConnectWise ticket type.
• Board, Status, Type filters: in ConnectWise, the board defines which statuses and types exist, so Status/Type options are grouped by board (a “Closed” status on Service Desk and one on Projects show as separate, labeled options). Selecting a board narrows Type to that board’s types; Type also includes No type for tickets with none set.
  • Tip: Filter by Board first: it gives you a shorter, unambiguous Status/Type list.

Best Practices

• Use Survey: No as your working filter. It answers the question Explorer was built for: which completed work never reached the customer.
• Check Contact: No before reviewing your survey settings. Tickets without a contact never had anyone to survey. Separating them tells you whether you have a process problem or a data problem.
• Switch to Group by: Companies when a Conversion Rate looks off. Seeing which companies concentrate your ticket volume usually explains a number faster than scrolling the full list.
• Save shared views with preset time frames for team reporting. Everyone measures the same thing, and a preset like Rolling 30 days keeps the view current without anyone editing it.
• Check your filters before questioning a number. The cards always reflect what's on screen.