TeamGPS: CSAT answers and your team scorecard

Connect TeamGPS and every CSAT answer your partners give after a ticket lands on the right company in Current. An unhappy one becomes an urgent follow-up for the account owner, and a run of them raises a churn flag. Each technician's weekly TeamGPS scorecard comes across too, so a service manager sees the team's numbers next to the rest of their day.

TeamGPS does the same job CrewHu and SimpleSAT do in Current, on the same Positive, Neutral and Negative readings, and it also feeds company health and the AI company read.

Current only reads from TeamGPS. It never sends a survey, never changes an answer or a scorecard number, and never writes anything back. TeamGPS keeps sending its own surveys from your PSA as it does today.

A workspace runs one of CrewHu, SimpleSAT or TeamGPS. While one is connected, the other two cards say so and offer no key box. To move from one to another, open the connected card, type DISCONNECT under Disconnect and press it. Every survey already in Current stays; only new answers stop arriving. Your PSA's own built-in surveys can run beside any of them.

1. 1
   Generate an API key in TeamGPS

   Sign in to TeamGPS as an Admin or Integrations Admin. Go to Admin Settings, then Integrations, then Public APIs. Turn Public APIs on, press Generate Key, name it Current and copy it straight away: TeamGPS shows it only once. If you lose it, generate a new one.
2. 2
   Open the TeamGPS card in Current

   Settings › Integrations, find TeamGPS and press Manage. Connecting is a Tenant Admin action.
3. 3
   Paste the key and press Connect

   Current checks the key against TeamGPS before storing anything, so a mistyped key fails at once. The key is kept server-side and never shown again.
4. 4
   Read What we found

   Straight after connecting, the drawer shows a short check: whether the key can read CSAT and the scorecard, the names of the fields TeamGPS sent with the first answer, how many recent answers matched a company, and which scorecard numbers TeamGPS keeps for your team. If something is the wrong shape or nothing matches, this is where you see it, before any number is wrong. Press Check again any time.
5. 5
   Let the history import run

   The first sync reaches back 365 days. TeamGPS allows 60 requests a minute, so a large history takes a few runs; after that, new and changed answers arrive every 15 minutes and the scorecard refreshes every few hours.

TeamGPS rates every answer Positive, Neutral or Negative, and Current uses that rating as it is. A survey that was opened but never answered is skipped.

Each answer is matched to a company by the first check that finds exactly one: the ticket number, the contact's email, the company name, and the company's web domain. An answer that matches nothing is skipped and counted on the card, never filed against a guess. Fix the company name in Current or your PSA, then press Re-run full sync to pull the skipped answers in.

TeamGPS also names the team members who worked the ticket. When one of those emails belongs to someone in your workspace who is linked to a PSA technician, the answer counts on their CSAT, so the technician leaderboard and scorecards credit the right person.

Current reads the last eight weeks of TeamGPS's weekly scorecard and shows the latest complete week, one line per person. A dash means TeamGPS had no number for that person that week. A Tenant Admin sees the whole team, and so does a service manager where the service desk is on; anyone else sees only their own line. A person is matched by their email in TeamGPS, so someone whose TeamGPS email differs from their Current sign-in shows under that email.

Alerts and churn flags use the settings on the card, the same ones CrewHu and SimpleSAT use: which readings raise a follow-up, when the to-do is due, and the three churn numbers. When TeamGPS and your PSA's own survey both scored the same ticket, the ticket counts once and TeamGPS's answer is the one that counts. See "Use your PSA's built-in surveys for CSAT".