New features

Include the Project Name in automated emails alerting you to new survey responses.

Some times after discussion with clients, they occasionally opt to change their feedback (for example from negative > neutral, or neutral > positive, or even just retract it all together, or realise thy just clicked the wrong smiley face). When these changes are made in the SmileBack interface to correct the feedback, this does not sync back to the survey record in ConnectWise Manage which retains the original feedback. You cannot manually update the survey record in manage either so when we report form the data in ConnectWise, it's not always accurate. I believe that when a record is updated / deleted from SmileBack a "delta sync" for that one record should be ran against ConnectWise manage to update the data stored within Manage so it is accurate.

When using the automation to create a new ticket for a CSAT response, the ticket is created with a basic ticket summary however it would be useful to add a ticket note including the details such as comments, tag, agents etc as currently new tickets are simply blank so you have to refer back to the SmileBack portal rather than having all the info in a single ticket.

The ticket title/summary is a useful piece of information when looking at feedback notification. It can help understanding the ticket context quickly.

We follow up on all non-positive CSAT responses and tag them with the reason/root cause of the response. With this a free text option different users word the same response in slightly different ways, we would like to provide a list of options that can be selected to allow us to report on these reasons.

Automatically post project survey responses in Teams or Slack, like we do with CSAT and NPS.

See the Net CSAT Score and NPS for individuals and companies in their respective profiles inside ConnectWise Manage.

Each company in CW Manage is assigned an Account Manager in the Teams tab. It would be nice to have an automation to email the Account Manger for that company without manually configuring which company goes to each email address.

Be able to link with Power BI

BrightGauge currently can't calculate the CSAT response rate in the same way as shown inside the SmileBack app (surveys rated/surveys seen). If the right data is added to the SmileBack datasource then this would be possible.