Creating a survey for a closed ticket email

Start getting feedback from clients in your closed ticket e-mails by creating a survey in SmileBack and adding it to your closed ticket notification email.

Configuring the survey in SmileBack

First, create a HTML snippet:

1. Go to Survey
2. Click on Begin Generating New Survey. This will reveal the configuration options
3. Choose a logo. If you would like to add a new logo, head to the Logo Manager first
4. Select a language for your survey. If you need a language that we don't currently support, let us know
5. If you would like to add a checkbox into the comment capture page to ask clients for permission to use their name and comment in public marketing material, enable this switch
   
   
   
   
6. When you're done, click on Preview Survey and Generate Snippet. This will open the preview pop-up
7. Clicking on the tabs will give you a preview of the survey in a closed ticket e-mail, the comment capture page and the comment submitted page
8. Click on the final tab in this pop-up, Email Snippet to access the HTML code
9. Click on Copy Snippet

Note! 

Snippets can be reused, meaning that one snippet can be used on multiple boards in ConnectWise Manage. Or you can configure different snippets for each board, for example to assign a different logo to the survey. If you want to change something in the survey later on, generate a new snippet and update the board configuration in ConnectWise Manage.

The next steps involve adding your configured snippet into the correct area in ConnectWise Manage. You can either add the snippet to individual boards, or to all service boards.

Adding the snippet to a single service board

If you want to add your snippet to individual service boards, follow these steps:

1. In ConnectWise Manage, go to System and then Setup Tables
2. Find and open the Service Board table
   
3. Select the service board where you would like to add the SmileBack survey
4. Go to the Statuses tab
5. Find the status that represents the last step of your service ticket life cycle and is used to communicate to the client that the service ticket has been closed or complete
6. Under Email Notification Setup, make sure Contact for this item has been added to the list. If it's missing, click on the New button and select Contact for this item from the drop down menu. Then click Save
7. Under Email Template Setup, select Use Email Template for: External Contact Notifications
   
8. Click Source displayed in the toolbar to switch the the email editor into source mode
   
9. Paste the snippet that you copied from SmileBack into the appropriate place within your message. We recommend adding the survey to the top of the closed ticket notification. Click Source again to preview how the final message will look
10. Once you're satisfied with the placement of the CSAT questions, click Save in the upper toolbar

Adding the CSAT HTML Snippet to the Closed status for all Service Boards

If you would like the same survey to go out on all your service boards, follow these steps:

1. In ConnectWise Manage, go to System and then Setup Tables
2. Find and open the Email Formats setup table
   
3. If an entry already exists for Service Email to Customer (Closed Ticket), open it. If the entry does not exists, click New and select Service Email to Customer (Closed Ticket) from the Template Types drop down menu
   
4. Adjust the From First and Last Name, Email Address, and Subject fields. We recommend setting the from address as your helpdesk email
5. Click the Source button in the toolbar within the Email Body
6. Paste the snippet you copied from SmileBack into the appropriate place within your message. We recommend keeping the survey to the top of the e-mail. Click Source again to preview how the final message will look
7. Once you're satisfied with the placement of the questions, click Save in the upper toolbar

 Check our guide on increasing response rates to get tips on getting more feedback from your client