Thomas Fox

Random thoughts about business and IT

ConnectWise

CSAT surveying alternative to paid services

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So here’s the info on how we set up CSAT using our WordPress website, Gravity Forms, and the ConnectWise surveys API.

Someone asked about BrightGauge reporting – that’s the cool thing about this! Because it is using the ConnectWise survey API to record the responses on the ticket, standard BrightGauge reporting works.

Here is the SQL to create the dataset in BrightGauge:

SELECT
AVG([dbo].[v_rpt_Surveys].[Score])*100 AS 'Average(Score)',
[dbo].[v_rpt_Surveys].[SurveyName] AS 'Survey Name',
NEWID() as id
FROM [dbo].[v_rpt_Surveys] WITH(NOLOCK)
WHERE  ([dbo].[v_rpt_Surveys].[SurveyName] = 'CSAT Survey')
GROUP BY [dbo].[v_rpt_Surveys].[SurveyName]

 

BrightGauge CSAT gauge

To get started, you’ll need to create your CSAT survey in ConnectWise. Most of this stuff won’t matter:

[Read more…] about CSAT surveying alternative to paid services

Creating Daily Admin Time Wrap Entry

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At the beginning of each day, each service team member creates an admin time entry that is used to record all of the unassigned time between other tickets.

This time entry should be 15 minutes or less each day. If it is longer, make sure there is an explanation written in the admin entry notes. Small tasks such as “Restarted ConnectWise to apply updates” would be recorded here.

  1. After saving all other time entries for the day, note the Total Hours number at the bottom of your time sheet
  2. Click the + icon to create a new time entry
  3. Type Admin in the Charge To field, press TAB, click Admin
  4. Type 8 in the Start Time field then press TAB
  5. Type 5 in the End Time field then press TAB
  6. Enter your Total Hours number in the Deduct field
  7. Set Work Type to Admin
  8. Set Billable to Do Not Bill
  9. Save and Close this time entry
  10. Check your Total Hours at the bottom of your time sheet again, it should now be 9.00
  11. If it is not 9 hours, modify the deduction time on the admin entry until it is

How to add custom billing cycles in ConnectWise

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WARNING!

Making any changes directly to your ConnectWise database is highly frowned-upon, extremely illegal in ConnectWise-land, dangerous, extremely expensive for ConnectWise to fix if you bugger it up, fraught with risk, potentially fatal. PROCEED WITH CAUTION and ENTIRELY AT YOUR OWN RISK.

There are three tables that control billing cycles and frequency. They are:

dbo.Billing_CycleOption

dbo.Billing_Cycle

dbo.AGR_AppCycle

Step 1

Backup your ConnectWise database. Twice.

Step 2

Take a screen shot of each of the tables involved so you have a record of how they existed prior to your updates. Print the screen shots out and put in a fire proof box.

Step 3

The first table to modify is dbo.Billing_CycleOption. Observe how the fields are set up currently, and add a new row.

Billing_CycleOption_RecID is a key field and filled in automatically.

Description is a short description of the cycle you’re adding. Make sure there are no spaces in this name.

Nbr_Cycles is how many times this cycle will run during the cycle period.

Cycle_Basis is how the system will count cycles. I haven’t used anything for this except those options that already exist in the table. I suspect these values are hard-coded in the application because there is no table where they are defined.

Cycle_Interval is how many “Cycle_Basis” must complete before the cycle repeats. For example, if your cycle_basis is M (monthly), how many months is this cycle valid for? If you’re doing Triennial, for example, it would be 36 months to complete a cycle.

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