Create your ConnectWise Thermometer
Create a new Embedded Thermometer.
Choose “ConnectWise” from the Embedded Thermometer type drop down box.
Customer Thermometer responses can be written directly onto the ConnectWise ticket.
Enter your ConnectWise credentials to activate the write-back (optional)
This will enable your survey responses to be written back into the ConnectWise ticket automatically.
1. Enter your ConnectWise site address
Connecting to the Cloud or Staging?
If so, you must include “api-” in front of the ConnectWise Manage site. Examples below:
2. Enter your ConnectWise company ID
3. Enter your public and private API keys
4. Click the “Verify credentials” button for confirmation
5. Choose where else to post responses / comments
Responses and comments are automatically posted to internal comments. You can select additional tab(s) within the ConnectWise ticket where responses / comments should also be posted:
Generate your Thermometer code
Click the Generate embed code button.
Enter/customize the ConnectWise email tokens. These will dictate which pieces of data are captured next to each response in your reporting.
We pre-populate some useful tokens, but you can amend/add to these if required.
Please note: Custom 1 must contain the ticket number for the write-back to work.
When complete, click “Generate HTML”.
Copy the HTML code to your clipboard, and move on to the next stage.
Embed your code into ConnectWise
You can add the Thermometer code to any email leaving ConnectWise which is attached to a workflow.
The same set-up principles apply, regardless of which template / service board you add the survey buttons to.
Visit System > Setup Tables, and search for email:
Select “Email Formats” from the results.
Edit the Completed ticket template OR create your own template + workflow as required.
Add the Thermometer code to your ticket closure email template.
Check the wording of the email, and amend it if necessary to ensure it will still flow well once the Thermometer is added.
Switch to “Source” view:
Paste your embed code at the appropriate point in the template:
Scroll right down and click “Save HTML Template”.
If you get stuck don’t panic! We have a full video set-up demo below:
Write-back into ConnectWise (optional)
What will you see when complete?
Once the write-back is set up, ratings and comments will be posted against the ConnectWise ticket as internal notes. The latest rating will also be displayed in a dedicated field:
1. Create your LatestRating field
This field will sit within the ticket screen.
Navigate to the setup tables and search for custom fields.
Choose the “Service” screen, and select “Ticket“.
At the bottom of that ticket screen, you’ll have the ability to add a custom field:
To create your LatestRating custom field, expand all of the tabs of the “Add New Custom Field” screen and enter the details exactly as shown below (click the image to enlarge it):
NOTE: Please ensure that the “LatestRating” field is created exactly as shown, or it won’t function.
Click the save button at the top of the screen.
The LatestRating field will now appear on your ticket screen, and Customer Thermometer will update the field automatically as ratings come in.
2. Create a new API member
All connections into ConnectWise require a public and private API key. These keys need to be added to edit Thermometer screen.
Once logged into ConnectWise navigate to System -> Security Roles
Create a new security role, in the example below we call it Customer Thermometer, but you may call it whatever fits with your organisations naming conventions. In the Security Modules window make sure that every single option for each of the sections Company, Finance, Marketing, Procurement, Project, Sales, System, and Time & Expense are set to None. In the Service Desk Section make sure that every entry is set to None except Service Tickets which should have Add Level, Edit Level, and Inquire Level set to All. Save and Exit this section.
Navigate to System > Members > API Members.
We’ve already got one set up below.
You will need to create a New API member.
To create a new API Member, fill in the fields as shown below:
Note that if first and last name are Customer Thermometer and you include our icon (download it from here) then you will see that appear on your Internal comments when ratings and comments are pushed against the ticket.
Under Security Information, select the security role created in the last step and it’s always a good idea to add a real email address under contact information.
The remainder of the fields just need to show defaults.
3. Generate your API keys
Create a new key, give it a name, and click save.
A new public and private key will then be created for you:
Copy each one in turn and paste them into your Customer Thermometer edit Thermometer screen:
Verify your credentials to finish.
Your ratings and comments will now be written back to your ConnectWise tickets automatically.
Send a Thermometer on PROJECT closure
*note older style screenshots – but the principles are the same*
For this to work, you will need to set up a project closure workflow. Do this from the setup tables:
Next, define an event – Project is Closed.
Finally – define an action for the event on Project closure – in this case “Send Email”.
Create the email in the template shown. When you’re ready to embed your survey buttons, click the “Source” button to display and accept HTML and then paste the HTML code generated from your Customer Thermometer template (see the instructions above for more detailed information).
Verify that rule and your workflow is complete.
Once you’ve embedded your Thermometer into ConnectWise, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!
Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.
Don’t forget you can also enable instant email alerts.