PSA Integration – Using the Survey Queue

The Survey Queue is your central hub for managing CSAT surveys tied to service tickets and projects synced from your PSA (Professional Services Automation) platform. BizRatings sends surveys based on two types of records: service tickets and projects. These are tracked separately in the queue. From here you can view pending surveys waiting to be sent, look up surveys that have already gone out, find records that were rejected, and resend surveys when needed.

Note: This queue only reflects surveys triggered through an API sync with a connected PSA platform (e.g., ConnectWise). Surveys sent through other methods will not appear here.

To access the Survey Queue: Log in to BizRatings → My Integration → Survey Queue.

Your Preferences

At the top of the Survey Queue page you'll see your current settings under Your Selected Preferences:

• Pull Records – Most accounts are set to Auto, meaning service tickets and projects sync into your queue automatically on a daily basis. If set to Manual, you'll need to click Sync Tickets to pull them in yourself.
• Send Surveys – Most accounts are set to Auto, meaning surveys go out automatically after records are synced. If set to Manual, you'll need to select and send them yourself.

Click Change Preferences to update either setting.

Note: If you need to resend a survey, you must temporarily switch Send Surveys to Manual first — even if your account is normally on Auto. Switch back to Auto when done to resume automatic sending.

The Four Sections

The Survey Queue is divided into four collapsible sections. Click any section heading to expand or collapse it.

1. Service Tickets (Pending)

What this section shows depends on your Send Surveys preference:

• Auto send accounts: Service tickets here have already been processed and surveys sent automatically. This list is read-only. If you need to resend a survey for any of these tickets, go to the Recently Sent section instead.
• Manual send accounts: Service tickets here are waiting in queue and have not yet had a survey sent. You can select records from this list and send surveys yourself.

How to find a service ticket:

Use the Search in dropdown and Keyword field to locate a specific record.

Type your keyword and click Search.

Each record shows:

• Service ticket number and summary/title
• Client company name
• Contact name (click the contact name to view their full contact queue)
• Info and Remove buttons

To send surveys manually (Manual send accounts only):

1. Check the box next to one or more service tickets (or use Select all pending service tickets at the top to select all).
2. Click Add Selected to attach them to your send batch.
3. Click Send Surveys to send.

2. Project Surveys

This section lists projects waiting to have a survey sent. It works the same way as Service Tickets (Pending) but applies to project records and includes additional filtering options.

How to find a project:

Use the Search in dropdown and Keyword field:

Additional filters:

• Status – Filter the list by survey status:

  • All – Shows every project in the queue regardless of status
  • Sent – Shows only projects where a survey has already been sent
  • Pending – Shows only projects where the survey has not yet been sent

• Sort By – Change the order results appear:

  • Recently Synched – Most recently pulled in from your PSA (default)
  • Recently Sent – Most recently sent surveys first
  • Oldest Synched – Oldest synced projects first
  • Oldest Sent – Oldest sent surveys first

To send project surveys manually (Manual send accounts only):

1. Check the box next to one or more projects.
2. Click Add Selected.
3. Click Send Surveys.

3. Recently Sent

This section shows service ticket survey emails that have already been sent. It includes the date sent and whether the survey was resent. This is the best place to confirm a service ticket survey went out or to look up a past survey for a specific contact.

Note: Project survey emails are not shown here. To view sent project surveys, use the Status filter in the Project Surveys section and set it to Sent.

How to find a service ticket:

Use the Search in dropdown and Keyword field:

Each record shows:

• Service ticket number and summary
• Contact email address
• Client company name
• Contact name (click to view their contact queue)
• Sent date – The date the survey was originally sent
• Resent On – If the survey was resent, the resend date appears here

Viewing ticket details:

Click the Info button on any service ticket to open a details panel showing contact information, budgeted and actual hours, and a timeline of key dates (resolved, closed, last updated, and survey responded). At the bottom, the Ticket Status section shows when the most recent survey was sent to this contact, their next scheduled survey date, and the total number of unresponded surveys for that contact.

How to resend a survey:

Important: You must switch your Send Surveys preference to Manual before you can resend a survey. This applies even if your account is normally on Auto. Switching to Manual temporarily pauses automatic sending and gives you control over which surveys go out. Once the resend is confirmed, switch back to Auto to resume normal sending.

1. Click Change Preferences and set Send Surveys to Manual.
2. Return to the Recently Sent list and find the service ticket using the search fields above.
3. Check the box next to the record (or use Select All Recently Sent Tickets to select all).
4. Click Add Selected.
5. Click Resend Survey.
6. Once the survey is confirmed as sent, click Change Preferences and set Send Surveys back to Auto.

The contact will receive the survey again at their email address on file.

4. Rejected

This section shows service ticket surveys that were not sent because they were blocked by your current settings or because the contact has opted out of receiving surveys.

Note: Rejected project surveys are not shown here. To review project survey status, use the Status filter in the Project Surveys section.

What you can do here depends on your Send Surveys preference:

• Auto send accounts: This list is read-only. To send a survey to a rejected ticket, switch Send Surveys to Manual via Change Preferences, take action, then switch back to Auto.
• Manual send accounts: You can select rejected tickets from this list and send surveys directly.

Common reasons a service ticket is rejected:

• The contact's email address matches an opt-out or suppression list
• Your account settings exclude certain ticket types or companies
• The ticket did not meet the criteria for survey eligibility

How to find a rejected service ticket:

Use the Search in dropdown and Keyword field:

Each record shows:

• Service ticket number and summary
• Contact email address
• Client company name
• Contact name (click to view their contact queue)
• Date the ticket was rejected
• Blocked status label

To send a survey to a rejected service ticket (Manual send accounts only):

If you believe a ticket was rejected in error and want to send the survey anyway:

1. Click Change Preferences and set Send Surveys to Manual if it isn't already.
2. Check the box next to the ticket.
3. Click Add Selected.
4. Click Send Surveys.

Note: If the contact has opted out of surveys, sending to them may not be permitted. Click the Info button on a ticket for more details about why it was rejected.

Quick Reference: Searching the Queue

No matter which section you're in, the search works the same way:

1. Choose what to search by using the Search in dropdown.
2. Type your search term in the Keyword field.
3. Click Search.

The list will filter to matching results. To clear results and see all records again, clear the keyword field and search again.

Manual Sync Instructions

Most accounts are on Auto sync and won't need these steps. If your account is set to Manual pull or Manual send, use the instructions below.

The steps use ConnectWise as an example — the same general process applies to other supported PSA integrations.

If Pull Records is set to Manual:

1. In your PSA (e.g., ConnectWise), ensure the service ticket has billable time posted and is set to your configured BizRatings sync status.
2. Go to the Service Tickets (Pending) section and click Sync Tickets.
3. Check the box next to the service ticket(s) or project(s) you want to send surveys for.
4. Click Add Selected.
5. Click Send Surveys.

If Pull Records is set to Auto but Send Surveys is set to Manual, start from step 3.