TeamGPS now lets admins automatically create a ConnectWise ticket whenever a CSAT response is received: Happy, Okay, or Unhappy. This seamless alert ensures every piece of customer feedback is captured, tracked, and acted upon. Whether it’s following up on a concern, verifying satisfaction after a closed ticket, or recognising excellent service, your team can respond promptly and maintain high levels of client satisfaction, without any manual effort.


TABLE OF CONTENTS

Prerequisites

  • Before setting up CSAT-based ticket creation, ensure that your ConnectWise integration is active on your tenant.
    • Navigate to Integrations > PSA Tool.
    • Confirm that ConnectWise is enabled.

  • This step is essential to ensure smooth communication between TeamGPS and ConnectWise.




Steps to Create a ConnectWise Ticket from a CSAT


  • On the left-hand menu, select Survey Alerts.
  • Click on the Create CSAT Alert tab located at the top right.


  • In the Alert Delivery Method drop-down, choose Create ticket in PSA (ConnectWise).


  • Then select ratings that should trigger a ticket. You can select:
    • All Ratings
    • Specific Ratings (e.g., Happy, Unhappy, or Okayl)
  • Configure all other remaining fields as required.
  • Click Save.


Once this alert is created, TeamGPS will automatically generate a ticket in ConnectWise whenever a CSAT response matches the rating criteria you selected.


Important Note: Each ticket automatically created in ConnectWise includes a clear summary to help your team quickly understand the context. The ticket name follows this format:

“Follow-up on CSAT Review – Ticket #[Original Ticket Number] – [Rating Received]”


This links every CSAT response directly to the original ticket, making it easy to track client feedback and identify the related service interaction.