Adding a survey to ConnectWise Manage

Create a survey

Creating your survey in SmileBack is quick and easy. Go to the app and follow the simple steps there, then copy the code snippet we generate for you.

If you would like more details on creating a new survey please read this article.

Click here for a video version of the instructions.

Adding your survey to ConnectWise Manage

You can add your survey snippet to one board one at a time (this is useful if you want to use different logos) or to all boards at once. There are instructions for both options below.

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 Template Setup, select External Contact Notifications (If you want to test the survey by sending it to addresses in your own company first, then you will also need to select Internal Contact Notifications)
7. The click Add Email Notifications and select Contact for this item from the drop down menu. Then click Ok
   
   
   
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. 
10. Once you're satisfied with the placement of the question, click Save in the upper toolbar

Adding the survey 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.
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

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