Ability to Customize Emails

Hi,

Fact is our clients are stupid. When we post a comment it generates an email but truth be told they think the email is confusing. They just want to see the comment and respond to it. They get confused by the additional info in the email like the sub-task list, the word "backlogged", the fact that the latest comment is last in the list and also the fact that if you use emoji's it shows as "kissing_smiling_eyes:" and not an emoji.

 

Options that I would recommend for a better user experience.

1- Somehow allow us to customize the info that is sent in the emails or make them simpler to understand. Ex: "Hi.. a new comment has been posted on your task. You can simply respond to this email and that will post your update." or something along those lines.

2- Def make sure that the latest comment is the first in the list and not last.

3- Show the emoji icons and not the words.

 

A small flow issue but I think it would really decrease the confusing. Hoping for votes from others who have stupid clients! happy_face:

Thanks all!

Upvote 11
11 comments
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Hello, Kapil! This is definitely the first time I hear that suggestion, and I think it could be useful to customize emails in that way. On a related note, I wanted to ask whether your clients check out only the email notifications which are sent to them, or if they take part in the collaboration in the Workspace? It would be really helpful to learn about any roadblocks they're encountering. Looking forward to hearing from you!

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi Anastasia,

We have 2 types of customers. One is project customers and they take part in the work space but the other is support customer where we do small support tasks for them.

For the 2nd group we want to use wrike as a ticketing system. Use case: they complete support form. Its emailed to folder and makes a task. The support client is automatically added to the task as a collaborator or something so they can see responses from our support team.

The problem here is that the last part.. adding the customer as a collaborator is not possible in wrike. 

This is the only reason, we cant migrate to wrike. We dont want to have a seperate project system and seperate task system. Want one system that is able to do it.

 

Now getting back to emails... with these type of support client... we just want to get their response into wrike asap and the simpler the email is to understand the more they will respond. So that is why I made this suggestion.

 

If you guys can somehow implement these 2 things then we will be able to migrate to wrike. 

 

Thanks!

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Kapil, thanks for the clarification! As I understand, the main roadblock for your workflow is the ability to quickly communicate with external clients, without going through the process of setting them up in the system?

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

The notification emails as mentioned by Kapil are not user friendly and have too many details that would be good to hide for external parties. Would be good to have a feature that allows more flexibility on the way outgoing emails are being formatted. Thanks

2
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

I second both notions.

We would like for Wrike to capture communication between us and our clients.  However, we don't want them to see the whole task and task description, we just want them to see whatever we say to them in the comment.  Also, it would be great if we could not force them to create an account.  Just let us send them an email (through Wrike) and have their response appear in the same comment stream it came from.

 

Geoff Davis

KoFile Technologies

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Being able to customize emails would be a huge help.  In particular we would like if Wrike allowed you to include notes/comments in the email, especially for reports.  This way you could explain to the recipient why you are sending a report or what you want them to look at in said report.  As it stands when you send a report it just asks you for an email address but you have no opportunity to add notes or intercept the email before it is sent (to include other comments).

The only real option that we are aware of it is to send it yourself and then forward this email to your colleagues with a comment.  This is very time consuming and doubling the work.  It would be handy to add a personalized note (especially if the person in question isn't expecting the Report snapshot).

 

Thanks!

Deidra Stevens

SICOM Systems, Inc.

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

I agree. For example, I have a report that I would like to email to a team member. There is the option to email the report but no way to customize what the email says. I would like to give specific directions in the email.

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

Great examples here guys, thank you. I'll be sure to bring this to the attention of the Product Team. Currently, there are no immediate plans on the Roadmap to work on this, but if that changes I'll post back 👍

@Melody, you're likely aware but this might work for you, for now. See below for creating a snapshot with a link you could send by email. Just a workaround for now. Thanks!



0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Thanks, Stephen. That is helpful.

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

Super! Thanks for getting back Melody - I'll mark my post as an innovative approach for other users to find! (humble brag 😇)

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Would be really great to have a setting to just send a email notification WITHOUT content in it - just a notification with a link to the card/task/conversation.

We have sensitive team communications on Wrike that we @mention each other in - problem is that the system sends the sensitive information in the notification email that we don't want any other platform to see - otherwise we'd just use email for these communications.

0
Comment actions Permalink

Folllowing List for Post: Ability to Customize Emails
[this list is visible for admins and agents only]

Top
Didn’t find what you were looking for? Write new post