Summary

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

Introduction

ServiceNow is an IT service management (ITSM) platform, and Crewhu connects to it as a snippet-only integration. You copy a survey snippet from Crewhu and add it to a ServiceNow email notification, 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 the admin role in ServiceNow, which is required to create or edit email notifications.

Custom Survey Snippet

First, in Crewhu you have to go to Settings > CSAT and select ServiceNow 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 to ServiceNow

With the Crewhu snippet copied, open ServiceNow and go to All > System Notification > Email > Notifications. 

Open the notification you already send to customers, or click New to create one. Set up the notification as follows:

• Table: the table your tickets live on, for example Incident. Use the ticket table itself, not the Assessment Instance table, otherwise the survey only captures the assessment number and loses the ticket, customer and technician details.
• When to send: select Record inserted or updated and set the conditions that match your survey type. For a Resolved survey, use the condition that moves the ticket to Resolved or Closed. For a Reply survey, use the condition your team runs when updating a ticket.
• Who will receive: under Users/Groups in fields, select the field that holds your customer contact, for example Caller.

Then, open the What it will contain tab. In the Message HTML toolbar, click the source code icon and paste the Crewhu snippet. You can add your own text before or after it.

Click Submit (or Update for an existing notification). Use Preview Notification to check the email before it goes out to customers.

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 meets the notification conditions, ServiceNow sends the email with the Crewhu survey to the customer contact, and the responses start coming through in Crewhu.

Note:
Surveys are credited by Employee ID. For ServiceNow, the Employee ID in each Crewhu profile must be the technician's ServiceNow email address. Refer to Employee ID to avoid surveys coming in as UNKNOWN.