Ticketing system with external users

We are considering of using a bare-bones ticketing system, in order to be able to track issues that are coming from external users, and we would like to know whether Wrike can easily and pragmatically provide that functionality.

More specifically we would like an external user to be able to open a ticket, classify it (among a few categories), write a description and send it. This should be intercepted by a team or user in Wrike and act upon it, changing the status to 'closed' when it has been dealt with. Of course we would like to track the history/timeline of the ticket resolution.

Can Wrike provide what is needed above or should we turn to a classical ticketing system?

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You could create a custom form and link it to a specific folder (I.e. DevOps) where it would create a task for the team, you can set dates, priority etc... And include attachments, you can also provide a URL to the form for any people not using wrike to raise by .. Saving on licence costs. Bit I don't believe it would update the raiser with progress like say zendesk or Jira core would... But for a simple one it works great

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Stephen

Great advice Matt!

@Panos, this blog article about How to Use Wrike as ticketing system touches on a lot of what Matt is saying. The article is a little old but the core of the information is still very relevant. 

Are you currently using External Request Forms for any other function? As Matt said above, using Request forms would be a great way for people outside your account to submit tickets/requests etc. and you can customize the way these are then managed by teams within your account 👍

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@matt, @Stephen, 

many thanks for your input. We are still considering options, i.e. which system to implement the required ticketing functionality with. It's good to know that Wrike may be used for that respect simply and without too much fuss.

Thanks again. 

Panos

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Hello Wrike Team, Is the request form only available for admin users? Can this feature be extended to regular users too?

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Stephen

Hi Liezel, I assume you mean the creation of Request Forms. For now, Request forms can only be managed and created by Admins. This allows management around the creation of forms 👍

You can, however, make someone in the account an admin - does this help? It would be great to hear what you're looking to achieve and we can discuss a solution 🙂

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Hi  - I just put through a similar request on the help portal - 

We would like to use wrike as a ticketing system without the use of zendesk or any other integration.

I feel a few alterations to External Review function and Calendars and you would be able to make this a great new function. 

Log issue (external request) > work done in wrike > feedback sent to external user as email notification, along with any attachment needed > reports pulled internally.

The calendar shared externally is just a nice quick way for our customers to see what stage their ticket is in. 

 

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Stephen

Hi Jennifer, welcome back to Community!

These are some solid ideas here, thanks for sharing. For the external review function, I think the new Guest Reviews might help with this?

The communication and feedback could also be solved by Guest Reviews too but it really depends on the type of work you've undertaken.

Is there some enhancements to Reports too, or have you just mentioned this as part of the overall process? 

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Hi.

Although this is an old thread, from what I saw in the Ticketing and Help Desk Template, there is no way to have Wrike automatically assign a custom automatically incrementing ticket number. Is that right or am I missing something?

https://www.wrike.com/templates/ticketing-and-helpdesk-template/

Closest solution I've seen is Wrike integration with Zendesk

https://help.wrike.com/hc/en-us/community/posts/115000005365-Create-Wrike-tasks-from-Zendesk-tickets

Can't Wrike do this by itself?

Thanks

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Hello Mario Dieguez B., welcome to the Community 👋🏻
 
I can see you've discussed this with our Support team. Thank you for the feedback 😊
 
I wanted to check with you if you have considered using External Request forms?
 
It can be a useful tool for creating request forms for people outside of your Wrike account (someone without a Wrike license). Users within your account can also use the request (unless you choose not to make it visible to them).
 
Please let me know if this works for your team 🙋🏻‍♀️

Cansu Community Team at Wrike Wrike Product Manager Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

Cansu Wrike Team member Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

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Hello, Cansu.

External form are good to have, but I don't see they provide the automatically incrementing case number custom field we are looking for.

Thanks

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Hi Mario Dieguez B., thanks for the clarification.
 
It's possible to use the task number generated on the task created upon the Request form submission:
 
 
I'm moving this post to the Product feedback forum where we have a process to pass the feedback to our Product team 🖊
 
It doesn't mean that we don't pass the feedback from other channels, like this How To forum, but the Community members will be able to upvote the idea in Product Feedback so that the team can assess its popularity. 
 

Cansu Community Team at Wrike Wrike Product Manager Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

Cansu Wrike Team member Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

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