Overview

Cognition360 reports, such as Technology Business Review and Customer Satisfaction, can include CSAT (Customer Satisfaction) data if it’s available within your ConnectWise environment.

Prerequisites

To include CSAT scores in your Cognition360 reports, the CSAT tool you’re using must be configured to write its data directly into ConnectWise. Cognition360 pulls reporting information from the ConnectWise databases, so any CSAT data must reside there for it to appear in reports.

Information Required

To verify whether your CSAT data can be integrated, please provide the following details to our Support team:

1. CSAT Tool Used
   • Indicate which CSAT tool your organization is currently using.
2. Sample Ticket Screenshot
   • Provide a screenshot of a sample ConnectWise ticket that includes the CSAT data.
   • Make sure the ticket number is clearly visible in the screenshot.

How to Submit

Once you have the required details:

• Submit a ticket through the Submit a Ticket option in the Cognition360 Support Portal, or
• Email the information directly to support@cognition360.com

Once we receive your information, our Support team will:

• Review the information.
• Confirm whether your CSAT data can be included in the reports.
• Deploy the appropriate Customer Satisfaction report.
• Configure the Technology Business Review report.