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Connect BizRatings to your PSA: Setup Guide

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Connect BizRatings to ConnectWise PSA so closed service tickets automatically trigger customer satisfaction (CSAT) surveys. Setup takes about 20 minutes and has two parts: a one-time configuration in ConnectWise, then connecting and tuning your survey settings in BizRatings.

Before you begin

You'll need:

  • A ConnectWise administrator login (to create a security role, an API member, and a ticket status).
  • Your ConnectWise URL and Company ID. The Company ID is the one you enter when you log in to ConnectWise.
  • A BizRatings administrator login.
Important: Create a dedicated security role and API member for BizRatings. Do not use the Admin role. BizRatings doesn't need administrator rights, and the role in Step 1 limits access to what the integration requires.

In this article

  1. Create a security role in ConnectWise
  2. Create an API member and API keys
  3. Create a trigger status on your service boards
  4. Connect ConnectWise to BizRatings
  5. Confirm your trigger status in BizRatings
  6. Set your sync and send preferences
  7. Add the survey to your closed-ticket email
  8. (Optional) Set up low score alerts
  9. Verify your setup
  10. Troubleshooting
  11. FAQ

Step 1: Create a security role in ConnectWise

  1. Log in to ConnectWise PSA with an administrator account.
  2. Go to System > Security Roles and select New (+).
  3. Enter bizratingsapi as the Role ID and select Save.
  4. Set the permissions in the table below. Leave every permission not listed at None, and leave all Add and Delete levels at None.
  5. Select Save.
ModuleSet Inquire Level to AllAlso set Edit Level to All
CompaniesCompany Maintenance, Company/Contact Group Maintenance, Configurations, Contacts, Import Contacts, Management, Reports, Surveys, Team Members, Tracks, UserCentric—
MarketingConnectWise Campaign, Marketing Groups, Marketing Management, Marketing Reports—
ProcurementProduct Billable Option, Product Catalog, Products, Reports—
ProjectProject Contacts, Project Finance, Project Headers, Project Management, Project Phase, Project Product, Project Reports, Project Scheduling, Project Teams, Project Templates, Project Ticket - Dependencies, Project Notes, Project Ticket Tasks, Project TicketsProject Notes, Project Ticket Tasks, Project Tickets
Service DeskReports, Service Dashboard, Service Ticket - Dependencies, Service Tickets, Service Tickets - Finance, SLA Dashboard, Ticket TemplatesService Tickets
SystemAdd Licenses, API Reports, Manage Hosted API, Member Maintenance, My Account, My Company, Report Writer, Security Roles, System Reports, Table Setup—
Time & ExpenseReports, Time Entry, Time Entry Billable Option—
Note: The Sales and Finance modules stay at None. BizRatings doesn't need them for CSAT surveys.

Step 2: Create an API member and API keys

  1. In ConnectWise, go to System > Members and select the API Members tab.
  2. Select New (+).
  3. Enter BizRatings as both the Member ID and Member Name, then choose your Time Zone.
  4. Under System, set Role ID to bizratingsapi.
  5. Set Location, Level, Business Unit, Name, and Default Territory to match your own administrator account. You can leave Service Defaults blank.
  6. Select Save and keep the record open.
  7. Open the API Keys tab and select New (+).
  8. Enter BizRatingsAPI as the Description and select Save.
  9. Copy the Public Key and Private Key and store them somewhere safe. You'll enter both in Step 4.
Important: ConnectWise shows the private key only once, when you create it. If you lose it, delete the key and create a new one.

Step 3: Create a trigger status on your service boards

BizRatings sends a survey when a ticket reaches a specific status. Create that status on every service board you want to survey.

  1. In ConnectWise, go to System > Setup Tables.
  2. Search for Service Board and open it.
  3. Select your service board, open the Statuses tab, and select New (+).
  4. Enter a Status Description, for example BizRatings.
  5. Optional: select Closed Status if tickets in this status should be treated as closed.
  6. Select Save.
  7. Repeat for each service board you want to survey.
Tip: You choose the status name. Write it down exactly as you entered it, because you'll enter the same name in Step 5.

Step 4: Connect ConnectWise to BizRatings

  1. Log in to BizRatings, depending on the page version you are viewing: 
    Legacy Navigation: My Integration > [your company] > Integrate ConnectWise.
    Updated Navigation: Integration Settings > API Access > Under API Integration Account Details, click Modify Connection 
  2. Choose your Time Zone.
  3. Under Step 2: Enter Credentials, fill in the fields:
  • Host: your ConnectWise URL, for example https://yourcompany.connectwise.com
  • Company Id: the Company ID you use to log in to ConnectWise
  • Public Key and Private Key: the keys from Step 2
4. Select Test Connection.
5. When the test succeeds, select Activate.
6. Log out of BizRatings and log back in. The ConnectWise reporting and settings pages appear after you sign back in.

Note: If your account is already connected or has been connected in the past, you can go to Settings (or Integration Settings in Updated Page) > API Access and select Modify Connection.

If the connection test fails, see Troubleshooting.

Step 5: Confirm your trigger status in BizRatings

Tell BizRatings which ConnectWise status triggers a survey.

  1. Go to Settings > API Access.
  2. Check Service Ticket Status Flag for Synching in the API Integration Account Details panel.
  3. If it doesn't match the status you created in Step 3, select Modify Sync Status.
  4. Enter your status name in CSAT Ticket Status exactly as it appears in ConnectWise, then select Update.

The same dialog has two optional settings:

  • Pull Tickets exclusively from specified Boardnames: limit surveys to certain service boards.
  • Project Status: the status that triggers project surveys. In the example above, project surveys are not active, so the customer has entered "00 Do Not Sync" as a safeguard and signal to others that project surveys are not to be sent.

Tip: Each green check on this page confirms that BizRatings can reach that ConnectWise API. Select Test next to any API to re-run its check.

Step 6: Set your sync and send preferences

  1. Go to Settings > Survey Sync/Send Preferences.
  2. Under How would you like to sync tickets?, choose:
    • Automatic: BizRatings syncs tickets once every hour. (recommended)
    • Manual: you sync from the Survey Queue page.
  3. Under How would you like to send ticket surveys?, choose:
    • Automatic: surveys send immediately after syncing. (recommended)
    • Manual: surveys send only after you approve them.
  4. Set Automatically send a reminder after (Never, or 1 to 5 days). (recommendation is 5 days)
  5. Set Survey Frequency, which controls how often the same contact can receive a survey (from Once a day up to Unlimited). Implementation Note: The frequency at which you send the same contact a survey greatly depending on your service desk processes with ticket assignment. If your typically assign the affected end user as the main contact of a ticket, we recommend Unlimited so you can gain the most insight from every service transaction.  On the other hand, if you typically assign one point of contact at the client site as a ticket's main contact, you might want to limit the inbox noise for that subject person to once a day
  6. Select Save Preferences.
Tip: While you're testing, set sending to Manual so you can review each survey before it goes out. Switch both options to Automatic when you're ready to go live. A reminder after 1 day is a good starting point.

Step 7: Add the survey to your closed-ticket email

BizRatings provides a snippet that puts the 1–10 rating scale directly in the email your clients receive when a ticket closes. Add it to the status email template in ConnectWise.

  1. In BizRatings, go to Settings > Survey Sync/Send Preferences and scroll to Closed Loop Emails.
  2. Select Connectwise Closedloop Snippet in the dropdown and copy the code.

  1. In ConnectWise, go to System > Setup Tables, open Service Board, and select the board you want to survey.
  2. Open the Statuses tab and select the status that tells your client the ticket is closed or complete.
  3. Under Email Template Setup, select External Contact Notifications. To test the survey on your own team first, also select Internal Contact Notifications.
  4. Select Add Email Notifications (+), choose Contact for this item, and select OK.
  5. In the email editor, select Source in the toolbar to switch to source mode.
  6. Paste the snippet where you want the survey to appear in the message.
  7. Select Save.
  8. Repeat for every service board you want to survey.
Note: Always copy the snippet from your own BizRatings account. It contains links unique to your company.

Using HaloPSA instead of (or alongside) ConnectWise?

BizRatings also supports HaloPSA. The process is the same: copy the HaloPSA Closedloop Snippet from Closed Loop Emails and paste it into your Halo “Ticket Closed” email template. For the full steps, see Inserting BizRatings CSAT Survey HTML Snippet into Halo Email Templates.

Tip: Migrating from ConnectWise to HaloPSA? You can test Halo surveys while your ConnectWise integration stays active. Responses show a source of CW or HALO on the Service Tickets page. The linked article covers the cutover.

Step 8 (optional): Set up low score alerts

Get an instant email when a client leaves a low score, so you can follow up before an issue escalates.

  1. Go to Settings > Notifications.
  2. Select Daily Ticket Breakdown to receive a daily summary of yesterday's responses and average score.
  3. Under Service Ticket Low Score Threshold, choose the highest score that should trigger an alert. Any survey at or below this score sends an email to your recipients. You can also choose Send on Every Response or Don't Send Notification.
  4. Add the email addresses that should receive alerts in Add Recipients.
  5. Optional: customize the alert subject using the {TICKETNO} and {CLIENTNAME} tokens.
  6. Optional: under Service Tickets Auto Approval, choose the score at or above which responses are approved and published to your business profile automatically.
  7. Select Save Notifications.

Tip: A low score threshold of 7 is a common starting point.

Verify your setup

  1. Confirm every API on Settings > API Access shows a green check.
  2. In ConnectWise, move a test ticket to your trigger status. Use a contact on your own team.
  3. In BizRatings, open Survey Queue and confirm the ticket appears. If you chose automatic sync, allow up to an hour.

Troubleshooting

What you seeWhat to do
Invalid CredentialsRe-enter the Public Key and Private Key. Remove any spaces before or after each entry. If the private key was lost, create a new API key in ConnectWise.
Cannot find company in ConnectWise config.xmlCheck the Company Id. It must match the one you use to log in to ConnectWise. Remove any extra spaces.
There was no endpoint listening…Check the Host URL and remove any extra spaces.
A warning icon next to an API on the API Access pageRe-check the role permissions in Step 1, then select Test again.
Tickets aren't syncingConfirm the status name in Modify Sync Status matches your ConnectWise status exactly, and that the ticket's board has that status.

Still stuck? Contact BizRatings support and include the error message you see.

FAQ

Can I use my existing ConnectWise admin account?
No. Create the dedicated bizratingsapi role and BizRatings API member so the integration has only the access it needs.

Do I need the trigger status on every service board?
Yes. Create the status on each board you want to survey.

What should I name the trigger status?
Anything you like. Just enter the same name in Modify Sync Status in BizRatings.

I can't see the ConnectWise reporting and settings pages after activating.
Log out of BizRatings and log back in.

How often does BizRatings check for new tickets?
With automatic sync, once every hour. With manual sync, whenever you sync from the Survey Queue page.

Where do I go next?
Add your team in Settings > User Management, and customize the look of your survey emails in Settings > Email Template Settings.