[Status: Backburner ⏳] Email conversations with non Wrike users inside Wrike

Currently I have to constantly move back and forth between Wrike and outlook email when having email conversation with non Wrike users.

It would be really useful to be able to have those email conversations from inside Wrike.

Maybe by having a another chat window for external emails under the task or task generated by a request.

The external person would only be able to see that part of the conversation in the external conversations window.

Upvote 110
78 comments
Spot On Innovative Approach Stellar Advice
Avatar

Hi Lisa,

At my company we are also struggling to find a use case for Wrike as an external ticketing system since there will be lot of redundant work to copy information back and forth between Wrike and emails.

Even for internal use there are limitations with Wrike such as inline images are not shown in the notification emails and formatting options for comments are very limited.

What system is being used by Wrike internally for support tickets and this help center?  There is functionality that I've seen through interacting with Wrike support through email that isn't in Wrike.  As well even this website's comment box has more formatting options than Wrike's task comment box.  I think Wrike just needs to be enhanced and it's disappointing that many requests that can help have been stuck open for years.

Thanks.

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

We haven't found an integration that works because Wrike only recognizes the email address of people who have created an account. So, like others, we copy and paste emails into Wrike tasks. How stupid is that? We are frustrated beyond belief with this unnecessary barrier. Other project management systems allow admins to add an email address as a Guest, which allows for messaging only. Why can't this be considered? I can't think of many companies that don't work with external as well as internal staff on projects.

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Thank you for your feedback, James Bong, Michele DeFilippo! I understand your disappointment here - please rest assured that I'm passing your feedback to our Product team. I'll keep asking for updates and once I have any news for you, I'll let you know here. 

Here's some detail on how we work with the Product team and what happens with your feedback

Please let me know if I can help you with anything else. 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar
 

Also from my Side its important to have this Integration. 😊

Use Case:

We use Wrike in support and capture support requests through a public form. Now it would be helpful if I could send the customer the answer for their issue directly from Wrike without having to go into an email account and write the email there. My goal is that by communicating from Wrike the status of each support request is immediately clear. So even if someone is on vacation, the other employees know what exactly happened in this support case.

 

 

2
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi Ken Zimmermann, thank you for sharing your use-case here! 🙌

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Lisa What is the vote count for this functionality to be moved to Production? I'm a prospective client taking a look and so far I think it's fantastic and just what we need... other than the ability to email clients and venders directly from Wrike which would create a communication log for the whole team to stay up to date (and of course when people respond, have the response included in the project). I'm afraid this may be a deal breaker for us unless the feature is coming soon. 

2
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Well said, Ryan. Perhaps your description will help the development team better understand the issue that many of us have been requesting for years. Perhaps they're thinking that a separate CRM is the answer, but this isn't so because it would still be necessary to cut and paste messages from the CRM into Wrike to keep the team informed. That's what we're doing now and it's a ridiculous waste of time. 

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi Ryan Boggs, welcome to the Community! This Product Feedback forum works by the voting system so that the team can understand the popularity of the suggestions posted here. Once a post reaches 60 upvotes, the team provides a Product status. At the same time, we don't currently have a threshold for the ideas to be implemented by the team. Our Product team receives all feedback from this forum, and it helps them in planning future improvements, but they can't commit to implementing all ideas from this forum. 

Please rest assured that your feedback is passed to the team, and please let me know if you need help with anything else.

Hi Michele DeFilippo, thank you for adding your support here and for sharing your use-case! It's been also passed to the team. 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

So I've been setting up and using a Zapier integration to automate this process for the past 3 years (while waiting for this wrike feature). Its clunky, but mostly 'set it and forget it'. Basically, I auto forward support emails into wrike using wrike@wrike.com or 'email into' address provided in each project in wrike, which Wrike then converts to tasks. Emails into wrike also pick up replies to a chain and adds them as comments on the same task. 

However, commenting on the task doesn't send an email back, so the PM/support person still has to reply back in email-- but at least the replies also get sent back to wrike automatically as comments on the ticket. 

There are oddities to account for (e.g. too many 're: re: re:' on subject lines, repeat subject lines for different tickets, and wrike stops putting tasks in the right place if you change the project/folder name), but it works -- for now. It also requires a unique ZAP for each client/supportemail/project, but at least you can duplicate them.

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Noel Howell That sounds like a workaround that doesn't really work at all, if replies aren't ported into the task. It also sounds like a huge waste of your time. And all because Wrike won't allow admins to add a "guest" email. How consequential can that be for the company vs. offering a major convenience for all users, for crying out loud? 

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Thank you for sharing your workaround here Noel Howell! And thanks for your continued feedback here Michele DeFilippo! I'm now checking with the Product team to see if there's an update and I'll let you know if there is one 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi everyone! I've checked with the team - they are currently researching a solution that would make it easier to communicate with the external request form submitters. So it can be helpful with the use cases described on this thread 😊 it's still early days, but we'll be sharing updates with you here when we have them 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

2
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

oh yes! I just discovered this problem myself in this thread! We have non-users submitting forms, but no way to communicate with them after they've submitted it to provide feedback. Upvoted to escalate this problem.

5
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Resolving this issue would be key to getting the buy-in we need from key stakeholders who are holding out on using WRIKE. Adoption struggle can be real especially if there are obstacles in the critical path of our proposed value proposition. Glad to hear we have a resolution on the way - upvoting to escalate.

 

3
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Great news! We don't use forms now, but it would be awesome if our prospective clients could initiate contact through a form and we could correspond with them after that within Wrike. Yes, please escalate! 

1
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Thank you for supporting here, everyone 😊

Fani Lemken Welcome to the Community 👋 Check out our New to Community Forum to get started and let me know if you have any questions! 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

I vote for this.....incredible, in 2021, having to do that for email into a product but there you go.

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Thank you Peter Vane

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink

Folllowing List for Post: [Status: Backburner ⏳] Email conversations with non Wrike users inside Wrike
[this list is visible for admins and agents only]

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