Sending CSAT Surveys for ConnectWise Project Child Tickets

Overview

BizRatings' ConnectWise integration triggers project surveys at the project level, sending a single survey to the client when the overall project is marked complete. This works great for capturing end-of-project feedback — but some clients want to go further, collecting feedback at key milestones or after significant phases of work are delivered, without waiting for the entire project to wrap up.

This article walks through a creative configuration using ConnectWise Manage's built-in workflow automation to enable per-child-ticket CSAT surveys — giving your team more touchpoints with clients and more granular feedback data throughout the life of a project.

Why BizRatings Surveys at the Project Level

BizRatings is designed with your client relationships in mind. One of the most common pitfalls in customer satisfaction programs is survey fatigue — when clients receive too many survey requests, response rates drop, feedback quality declines, and clients begin to tune out or feel pestered rather than valued.

Projects in ConnectWise can contain dozens of child tickets representing individual tasks, phases, or work items — many of which are purely internal in nature or represent incremental progress rather than a meaningful client-facing deliverable. Sending a CSAT survey after every child ticket close would flood your clients with requests for feedback on work they may barely be aware of, diluting the value of your survey program and risking the client relationship.

By anchoring the survey to the project record instead, BizRatings ensures:

One meaningful touchpoint — the client is asked for feedback when the full scope of work is delivered, which is when they are best positioned to evaluate the experience
Higher response rates — fewer, better-timed surveys consistently outperform high-frequency survey programs
Cleaner data — project-level responses reflect the overall engagement, making scores more actionable and comparable across clients
A more professional client experience — clients feel surveyed with intention, not bombarded

This is the right default behavior for most MSPs and project-driven businesses. However, we recognize that some teams have specific use cases where milestone-level feedback is genuinely valuable — which is exactly what the workflow configuration below is designed to support.

How It Works

ConnectWise Manage's workflow engine is powerful and flexible. By configuring a workflow rule to automatically create a service ticket when a project child ticket reaches a designated status, you can trigger a BizRatings CSAT survey for that specific piece of work — fully automated, with no manual steps required after setup.

The result: your team gets to choose exactly when a survey goes out during a project, keeping feedback timely and relevant without overwhelming clients.

Benefits of this approach:

Collect feedback at meaningful project milestones, not just at project close
Surveys are selective — only fires when your team intentionally sets the trigger status
Reduces survey fatigue by putting your team in control of survey frequency
Project-level survey still fires normally when the project closes
Fully automated once the workflow rule is configured

Prerequisites

BizRatings ConnectWise integration active with at least one service board enabled for CSAT surveys
Access to ConnectWise Manage workflow rules (Admin or appropriate permissions)
A dedicated project child ticket status to use as the survey trigger (e.g., "Complete - Send Survey")

Setup Steps

Step 1: Create the Trigger Status

Create a new project ticket status in ConnectWise Manage to serve as the survey trigger.

Navigate to System → Setup Tables → Project Statuses (or Project Ticket Statuses depending on your CWM version)
Add a new status — recommended name: Complete - Send Survey
Save

This status is your team's signal that a survey should go out. Techs and project managers set this status intentionally when client feedback is warranted — all other tickets close normally with no survey triggered.

Step 2: Create the Workflow Rule

Navigate to System → Workflow Rules
Click New to create a new workflow rule
Configure the rule as follows:

General Settings

Name: BizRatings - Create Survey Ticket from Project Child Ticket
Table: Project Tickets (or Activity, depending on your CWM version)
Event: Record Updated

Conditions

Status changed to → Complete - Send Survey

Actions

Action Type: Add Ticket
Configure the new ticket fields:

Field	Value
Board	Your BizRatings-enabled service board
Status	New (or whichever default open status applies)
Company	Map from project ticket → Company
Contact	Map from project ticket → Contact
Summary	e.g., `Project Survey - [Project Ticket Summary]`
Closed	Set to Yes (or set status to Closed)

Setting the ticket to closed on creation triggers the BizRatings survey immediately — no manual close step required.

Save and activate the workflow rule

Step 3: Test the Workflow

Before rolling out to your team:

Open a test project child ticket with a valid company and contact attached
Change the status to Complete - Send Survey
Save the ticket
Verify a new service ticket was created on your BizRatings-enabled board with the correct company and contact
Confirm the BizRatings survey email is triggered to the contact

If the survey does not fire, verify the service ticket has a valid contact email and that the company is active in your BizRatings account.

Step 4: Train Your Team

Communicate the following to techs and project managers:

Close project child tickets normally when no survey is needed
Set the status to Complete - Send Survey when client feedback on that milestone or deliverable would be valuable
The survey is triggered automatically — no additional steps required
Service tickets created by this workflow will appear on your BizRatings-enabled board — this is expected behavior

Things to Keep in Mind

Survey frequency: If a project also closes with a BizRatings project status, clients may receive both a milestone survey and an end-of-project survey. Use the trigger status selectively to manage the client experience.
Contact required: The project child ticket must have a contact attached for the survey to reach the right person. Make sure contacts are populated on project tickets before using this workflow.
Reporting: Service tickets created by this workflow will appear in your BizRatings service ticket reporting. Naming them consistently (e.g., prefixing with "Project Survey -") makes them easy to identify and filter in your dashboard.
ConnectWise version: The Add Ticket workflow action field options may vary slightly depending on your ConnectWise version. Company and contact are the critical fields — confirm these map correctly during your test.