Customer Feedback Integration in ConnectWise Platform
This Product Office Hours session demonstrates the new Customer Feedback pods (formerly SmileBack) now available within the ConnectWise PSA platform (also known as ASIO PSA). The integration brings CSAT and NPS data directly into the service ticket interface, eliminating the need for technicians to switch between applications. Users can add two types of pods to their ticket view: a CSAT review pod and an NPS responses pod. Both pods display scores at the contact level and company level, with the CSAT pod showing data from the last 90 days and the NPS pod covering the last 12 months. The pods are fully configurable and persist across all ticket views once added.
Real-Time Sentiment Data for Service Teams
The CSAT pod provides immediate visibility into customer satisfaction scores for both the individual ticket contact and their company, calculated from responses over the previous 90 days. Technicians can click through to view detailed response tables showing ratings, comments, associated tickets, and agents. The NPS pod follows a similar pattern but uses a 12-month lookback period to reflect the longer-term nature of relationship sentiment. The most recent NPS response is highlighted as the most relevant indicator of current relationship health. All data is pulled live from the SmileBack application, ensuring technicians always see up-to-date feedback without leaving their workflow.
Platform-Specific Availability and Configuration
The Customer Feedback pods are exclusive to the ConnectWise ASIO platform (IT support 247 URL) and are not available in the legacy Manage interface. The feature is currently in production release, with entitlement configuration being rolled out to active SmileBack customers over the coming weeks. Users access the pods through the edit view functionality on service ticket pages, where they can drag and drop pods into customizable sections. The platform supports single sign-on between ConnectWise and SmileBack, streamlining access to the full SmileBack application for deeper analysis when needed.
