What the Ticket Resource Formula does
The Ticket Resource Formula tells SmileBack how you would like your agents ("resources" in ConnectWise terminology) to be associated with reviews.
You may wish to change the way reviews are associated with resources, depending on how you manage tickets in ConnectWise Manage. Users with administrator access are able to manage this setting in SmileBack. For example, if you have multiple agents working on a ticket, do you want to credit all of them, or do you want just the person who worked on it the longest to be named?
Changing your Ticket Resource Formula
Here's how to change the Ticket Resource Formula:
- In SmileBack, go to ConnectWise integration
- Find the Ticket Resource Formula section
- Choose the configuration that best suits the way you manage tickets in ConnectWise Manage
- Click Set Formula to save this setting
Changing the Ticket Resource Formula here will not retroactively update reviews you've already received, but will be used going forward for all new incoming reviews and also when manually reloading ticket details for a given review.
Please note: if you choose to connect your reviews to "scheduled" resources it is possible for the reviews to come in without agent names. That can happen if there were no officially scheduled resources, even if an agent or more worked on that ticket.