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Setting up a ConnectWise Thermometer

Create your ConnectWise Embedded Thermometer

Create a new Embedded Thermometer.

Choose “ConnectWise” from the i) Embedded Thermometer type drop down box.

Enter your ConnectWise instance credentials

The options below are optional, but if added, will mean Customer Thermometer responses are written back into the ConnectWise ticket.

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:
api-au.myconnectwise.net
api-eu.myconnectwise.net
api-na.myconnectwise.net
api-staging.myconnectwise.net

Enter your ConnectWise company ID

Enter your public and private API key

Note you can create and find these keys by following these instructions.

Click the “Verify credentials” button for confirmation.

Continue down the remainder of the setup page and then create your Landing pages.

Choose where else to post responses / comments

Responses and comments are automatically posted to internal comments. Select the additional tab(s) within the ConnectWise ticket where responses / comments should be posted:

Generate your embed 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 writeback to work.

When complete, click “Generate HTML”.

The embed code, to be inserted into the ConnectWise closing ticket email template is then generated.

Click to select it and then copy it to your clipboard and move on to the next stage.

Add the embed code to a ConnectWise email template

You can add this embed code to any email leaving ConnectWise which is attached to a workflow.

The same principles apply, regardless of the template / service board you add the survey buttons to.

Visit System > Setup Tables. Search for email:

Select “Email Formats” from the results.

Edit the Completed ticket template OR create your own template + workflow as required

Add the Customer Thermometer embed code to your ticket closure email template.

Review how ‘friendly’ the email is. Could you reword it to make it more helpful to your recipients?

When you’re happy with your wording, it’s time to add the buttons:

Switch to “Source” view:

Paste your embed code at the appropriate point in the template.

Scroll right down and click “Save HTML Template”.

Writing back ratings against the ConnectWise ticket (optional)

Create the custom field, “LatestRating”

This field sits within the ticket screen. Navigate to the setup tables, search for custom fields.

Choose the “Service” screen, and select “Ticket“.

Inside that ticket screen, at the bottom, you’ll have the ability to add a Custom field. You’ll see one we’ve already created below:

Let’s see now see how to create this specific field.

Expand all of the tabs of the “Add New Custom Field” screen and enter the details, as shown below. (Click the image to expand it for clarity.)

NOTE: Please ensure that the “LatestRating” field is entered exactly as shown, or it won’t function. 

Click the save button at the top of the screen.

You’ll now see the “LatestRating” field appear on your ticket screen. Customer Thermometer will update that with ratings as they come in, against each ticket.

Creating the API member to allow write-back

All connections into ConnectWise require a public and private API key. These keys need to be added to edit Thermometer screen.

Firstly, 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 Role ID, “Admin” 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.

Finally, you will need to generate your keys.

Create a new key and give it a name and click save.

A new public and private key will then be created for you:

4) Copy each one in turn and paste them into your Customer Thermometer edit Thermometer screen:

Verify your credentials to finish.

What will you see when complete?

Once set up, every rating and comment is stored within your Customer Thermometer account.

In addition, ratings and comments will be posted against each ConnectWise ticket screen:

How to send a Thermometer on PROJECT closure

Follow the instructions below to set up a ConnectWise Project closure specific Thermometer.

*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:

connectwise-projects-1

Next, define an event – Project is Closed.

connectwise-projects-2

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).

connectwise-projects-3

Verify that rule and your workflow is complete.

Updated on August 17, 2018

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