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. Then what else comes with Tenvara, such as a service desk, RMM and remote access, in the same app.
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
Editable survey wording
Customisable surveys
Project surveys
During and after projects
Public score widget for your website
Feedback widget
Also in Tenvara
What else you get with Tenvara, in the same app
PSA and service desk
Separate product: ConnectWise PSA
Remote monitoring and alerts
Separate product: ConnectWise RMM or Automate
Remote access
Separate product: ScreenConnect
Endpoint, server and VM backup
Separate product: ConnectWise x360Recover
Microsoft 365 backup
Separate product: ConnectWise Cloud Backup
Security monitoring
Separate product: ConnectWise SIEM
IT documentation
Separate product: ConnectWise Documentation (formerly ITBoost)
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.
How a gradual move to Tenvara works-
1
Import your customers, sites and contacts
Import customers, sites and contacts from a CSV export, then flag the decision-makers who should get the NPS survey.
Importing from CSV -
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
Note your current SmileBack scores as a baseline before you switch, then compare them with the Satisfaction and Net Promoter Score reports in Tenvara.
Reports overview
SmileBack pricing
SmileBack publishes its prices on its website. Check its pricing page for current prices and terms.
Vendor pricing pageTenvara pricing
One product with every feature included, hosted or self-hosted. Tenvara is new and in beta, and pricing is announced before launch.
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, which takes complaints too.
Yes. Contacts flagged as decision-makers are asked on a schedule you choose, and detractors can open a ticket or alert your team leads.
Yes. Both ticket ratings and NPS have a list of customers never asked, and you can limit ratings by status, ticket type and queue, and how often one person is asked.
Reports has Satisfaction, with ratings on tickets and chats per technician and their comments, and Net Promoter Score. Team leads also see the team's score on Home.
More portal, chat, feedback and scheduling comparisons
Tenvara is coming soon.
Apply for the beta to run Tenvara side by side with SmileBack before you decide, or get launch updates and hear first when pricing is announced.
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