E-Mail Helpdesk

Hi Alexander, thanks for your post. The ticketing system outlined is to assemble a Workflow so that tickets are effortlessly processed by your entire team within Wrike resulting in a quicker outcome and customer experience.

Within Wrike, depending on how you want to communicate with your customers during their ticketing process, you can either add them to Wrike as a Collaborator where they'll have access to view and work on their ticket but with limited abilities. Alternatively, you can use Custom Statuses and Workflows to identify to your team that email communication with the customer is needed at that point.

If you have any questions about the above let me know and I can help!

Hi Stephen,

Following on from the above question in some more detail, is it possible to automatically send a reply email from Wrike, saying that the email request has been received?

I.e. I have set up an email forwarding service from a support@xxxx.com email address, so that when an email is sent to this address, a new task is created in Wrike. However, I want (a) ensure that a member of the team is informed that a ticket has been recieved; and (b) send a return email to the Requestor to inform them that their ticket has been recieved.

(for example, this happens in Zendesk)

Thanks for your help!

Tim

Hi Tim, welcome to the forums! There's no built-in functionality for triggered automatic replies from emails but maybe Request forms could work? You can create external Request forms and when those are submitted, the submitter receives an email letting them know that their request was sent.