Add the CloudRadial CSAT to ConnectWise

Adding the CloudRadial CSAT embed code to a ConnectWise email template is easy. Once you get the CSAT embed code, you can paste it into the event that you send it to your client after a ticket is completed. 

• Enabling CSAT and Getting the Embed Code
• Adding the CloudRadial CSAT to ConnectWise

Enabling CSAT and Getting the Embed Code

1. Log into your portal and navigate to Partner > Feedback
2. Select the Settings gear at the top right
3. For CSAT to work, it must be enabled. To enable it:
   1. Select Edit at the top right 
   2. Ensure that Feedback enabled? is toggled on 
   3. Select Submit to finalize CSAT enablement
   4. Select Settings again at the top right to re-open the CSAT dialogue
4. Choose which version of the CSAT code you want to use and select Copy to Clipboard.
   
          

Once you have the HTML code copied, you'll need to follow the next steps to get the code entered into your PSA email template(s).

Adding the CloudRadial CSAT to ConnectWise

1. In ConnectWise, go to System > Setup Tables
2. Search for Email Formats in the Table column.
3. Select it when it appears
   
   
   
   
4. Select the specific email that requires the CSAT HTML injection
   • The most common use case is Service Email to Customer (closed ticket)
5. In the Email Template Setup section, select Source and paste your embed code
   • You may need to make slight formatting changes to ensure it displays properly for clients
     
     
     
     
6. Click the Source button again to verify everything looks good
7. Select Save to finalize your template

We recommend that you create a test ticket with you as the requester. Check your email and select a CSAT rating to make sure everything is looking right and working properly.

You should now be able to see the CSAT response in CloudRadial under Partner > Feedback.

If you run into any issues or have any questions, feel free to submit a ticket for assistance.