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  2. Knowledge Base

Knowledge Base

Using SmileBack

  • Automation for ConnectWise Manage
  • Automation for Freshdesk
  • Automation for Zendesk
  • Automation introduction
  • Can I require comments on negative or neutral reviews?
  • Change survey language
See all 21 articles

Understanding the data

  • How CSAT Response Rate is calculated
  • How Net CSAT Score is calculated
  • What is in your Dashboard?

Managing your account

  • Adding users to SmileBack
  • Changing your company name
  • Data & Privacy
  • Getting your SmileBack invoices
  • How is SmileBack priced?
  • How to cancel your subscription
See all 12 articles

Using SmileBack with other systems

  • Using the SmileBack API
  • Use SmileBack with Slack
  • Automatically import reviews data into Excel
  • Send follow up emails to reviews with Zapier
  • Use SmileBack with MS Teams

Tips & Troubleshooting

  • Can I resend a survey, or a follow-up survey?
  • Customer says they didn't submit a review
  • Does SmileBack offer Single Sign On (SSO)?
  • Getting more reviews
  • How do I find the source IP address of a review?
  • How to avoid surveys sent for child tickets after closing parent ones
See all 15 articles

NPS

  • SmileBack NPS overview
  • What is NPS and how is it calculated?
  • Creating your first NPS campaign
  • NPS campaigns setup tips
  • Updating your ConnectWise Manage API member permissions for NPS
  • Importing NPS contacts from ConnectWise Manage
See all 15 articles
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