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ConnectWise PSA: Service Surveys

  • February 11, 2025
  • ProVal Technologies, Inc
  • Tech Tuesday

We’re showing you how to set up ConnectWise PSA Service Surveys! Learn the two-step process for creating surveys within ConnectWise PSA to gather valuable feedback from your clients.

Step By Step:
  1. To configure service surveys in ConnectWise PSA, go to System Setup and search for the word “survey.”
  2. Open the Surveys D Service section.
  3. To create a new survey, click the plus icon at the top of the screen.
  4. Name your survey and decide whether to include a logo in the header.
  5. Choose whether to allow clients to indicate that they’d like to be contacted about their survey responses.
  6. Set the Notify option if you want someone to be notified when a survey is filled out.
  7. Add any stylistic options, such as a header, footer, or thank you message after submission.
  8. In the Questions section, configure your survey questions.
  9. You can use selection-based questions or open-ended questions.
  10. Check the Include and Require boxes for questions that you want to include and make mandatory for customers to answer before completing the survey.
  11. Once you’ve configured your questions, click Save to save the survey.
  12. To add the survey to your closed ticket notifications, go to System Setup > Tables and search for Service to open the Service Board setup.
  13. Click into any board you want to configure surveys for and go to the Statuses tab.
  14. Configure the status notification for surveys on the Closed status (or whichever status you use for closed tickets).
  15. Scroll to the Email Template Setup section and configure the From address, Subject Line, and Body of the email.
  16. Add the Survey Link Token to the email body. This will create a link to the survey for customers to fill out.
  17. In the Customer Survey dropdown, select the survey you created earlier.
  18. Click Save to complete the setup. Now, whenever a ticket is closed on the service board, the customer will receive an email with a link to the survey.
  19. On the service ticket page, you can view the Surveys tab, where filled-out surveys will appear.

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They listen first—both to understand our environment and who we are as an organization—and focus on finding the right solutions rather than pushing products. With strong command of best practices and experience across many MSP environments, they truly act as an extension of our team, providing the right consulting support exactly when we need it.

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Michael LaFond
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New Charter Technologies

ConnectWise PSA: Service Surveys

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