Troubleshooting the survey

This article assumes that you have connected SmileBack to ConnectWise Manage, and have added the SmileBack survey.

Once you've got SmileBack set up, you should test that it is working by creating a test ticket with yourself or a colleague as the contact. If you've done that but you are not sure that surveys are going out on real service tickets, or if you noticed some of your clients are missing from SmileBack, here are some things to try.

Is the survey on your live service boards?

Refresh your understanding of how to add the SmileBack survey to ConnectWise Manage by reading: Adding a survey to ConnectWise Manage.

You can repeat these steps to make that the survey is added to the boards you expected it to be.

Is the company receiving status notifications?

In ConnectWise Manage it is possible to control which service desk status notifications a company receives. To check that the company will be sent solved/closed notifications:

1. Open a service ticket from the company in question, and click on "Company"
2. Click the "Options" tab in the company's profile
3. Check that "Notify on Service Status:" is NOT set to "New tickets only"

Are your emails getting to them?

You should make sure that your service desk email is added to the SafeSenders list (or similar) of your customers.