Excluding users from CSAT Surveys (ConnectWise Manage)

SmileBack CSAT surveys are sent inside emails from ConnectWise Manage, if you want to stop surveys from going to certain users there are three ways you can do this in ConnectWise Manage.

Choose when a survey does or does not go to a user

You've probably got your SmileBack survey in the email for your "closed", "completed" or similar status. You can a make second version of this status and leave out the Smileback code snippet.

NOTE: SmileBack's philosophy is that feedback is always valuable and it's best to ask for it consistently. If you go for this option your agents should have very specific guidelines about when to not send a survey.

Stop a company from receiving any closed ticket notification

Select the company in ConnectWise Manage, go to the "Options" tab and set "Notify on Service Status" to "New tickets only"

Exclude a whole board from surveys

If you set up the SmileBack survey in your "closed ticket" status for each board separately, you can leave it out of that status on a particular board.