Compare: Portal, chat, feedback and scheduling
SmileBack alternative: Tenvara
SmileBack, now sold by ConnectWise as Customer Feedback, asks customers to rate each ticket with one click and runs NPS surveys, with dashboards on top. Tenvara builds the same kind of feedback into the service desk: every resolved ticket can ask for a rating, decision-makers get NPS rounds, and poor scores are followed up. MSPs look at Tenvara when they want feedback in the same place as the tickets it is about.
The tool today
What SmileBack does
One-click customer satisfaction and NPS surveys for MSP service desks. Made by ConnectWise. This is how the vendor describes it, in our words.
- One-click CSAT surveys sent when a ticket is closed.
- Net Promoter Score surveys to measure customer relationships.
- Project surveys during and after a project.
- Real-time dashboards, segmentation and templated reports.
- Automated workflow responses to feedback.
- A feedback widget to show your scores publicly.
Side by side
Tenvara vs SmileBack
The portal, chat, feedback and scheduling jobs that matter most, and how each product handles them.
Rating on every resolved ticket
One-click CSAT at ticket closure
Net Promoter Score
NPS surveys
Follow-up on poor scores
Automated workflow responses
Satisfaction reporting
Real-time dashboards and reports
Tickets and feedback in one app
Separate tool, integrates with ConnectWise PSA
Add-on means the vendor sells it as a separate product or paid extra. SmileBack details come from the vendor's own website, see sources.
The one-app pitch
What else you'd replace
Most MSPs running SmileBack pay for several other tools beside it. Tenvara does these jobs too, on the same customer record, with one agent and one login.
See every comparisonSwitching
Moving from SmileBack
A calm move, not a big bang. Run both side by side until your team is happy.
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1
Set up customers, sites and contacts
There is no import from SmileBack or your PSA, so add customers and contacts, and flag the decision-makers for NPS.
Customers, sites and contacts -
2
Choose who is asked
In Settings, Feedback, pick which statuses, ticket types and queues ask for a rating and how often one person is asked.
The customer portal and feedback -
3
Set up follow-ups and NPS
Choose what happens on a bad rating and set how often NPS rounds go out.
The customer portal and feedback -
4
Keep your old figures for comparison
Past scores stay in SmileBack, so note your current figures as a baseline before you cancel.
SmileBack pricing
SmileBack publishes its prices on its website. Check its pricing page for current prices and terms.
Vendor pricing pageTenvara pricing
One subscription, per technician or per endpoint, hosted or self-hosted, with every feature in every plan.
See pricingQuestions
SmileBack vs Tenvara: FAQ
The email that resolves a ticket carries three one-click answers: good, okay and bad. They can add a comment, and can also rate in the customer portal.
Yes. Contacts flagged as decision-makers are asked on a schedule you choose, and detractors can open a ticket or alert your team leads.
More portal, chat, feedback and scheduling comparisons
See Tenvara next to SmileBack.
A 30 minute walkthrough of the real product. Bring your list of what you use today and we'll show you where each part lives in Tenvara, and where it doesn't.
Comparison based on publicly available information as of September 2026. SmileBack is a trademark of its owner; Tenvara is not affiliated with it. Spotted something out of date? Tell us and we'll correct it.
Sources