External Request Form (public) > follow or reply option

When an external (non-licensed user) submits via a form they never get any updates on the ticket other than the initial 'we have received your request' email which has a 'do not reply to' restriction on it.

Is there no way for external users to be notified of updates to the ticket? Can they be added as followers? How can they change or add additional information? Even if they cant reply, can they at least get updates or comments on the ticket emailed when it's changed?

I can't share the folder with each external because then they would see each other's tickets.

Heres a use case: I get a ticket from an external form submission, but then I have to create an email chain back and forth directly with the individual and copy any replies back into the ticket. Thats pointless. I'd just as soon get direct emails in email chain and skip the request form.

I know Wrike has a fantastic email system. Can that be applied so that we can use the forms for help desk ticketing with external (non-users)?

 

Thank you!

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Yes, that wlll be good addition

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Yes - we agree. We need a feedback loop that goes to the requestor (either internal or external) that shows major milestone completion. This is particularly sensitive for the external users. They get an email stating that their request has been submitted, but then we have to create an email chain that updates them with progress and completion. This is such an issue that our external users have asked me to find a workflow system that has this feedback loop included.

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Stephen

Hi all, thanks for your posts here. I can see how some automated updates could be helpful for external users. The internal progress of the requested task is not shared and this is purpose built so that internal, sometimes sensitive information, is not shared externally.

I can understand that an option to share the task's status may be helpful here. Have you tried adding the user as a Collaborator so they can see the progress within Wrike?

👍

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Hi Stephen, my understanding about collaborators is that only administrators can add collaborators.  So in my case, I'm the administrator for a team of around 150 internal users and potentially 350+ external users. I don't have the bandwidth to add collaborators one at a time to each project/task. Its simply not practical and adds another step to the process.

Even if there were the ability for the average user to add collaborators, it is again another step that someone must remember to do.  If Wrike has created the ability for external users to submit forms and Wrike captures their email address at time of submission, there must be a way to automatically add them to the stream from a milestone alert or collaboration perspective.

Asking the user to take additional steps to accommodate this simply defeats the purpose.

 

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Stephen

Hi Patrick, adding Users depends on the accounts security settings - basically, Admins on Professional, Business, or Enterprise accounts are able to restrict invitations to users with a certain email address domain. Admins on Enterprise accounts have the additional option to restrict certain invites and specify which type of licenses users can grant when they inviting someone.

By default, all regular users, and admins can invite users (see the italics at the top of this Help article for details).

Regardless, I understand having a sort of follow up for external requests is a valid request here and we appreciate the feedback here. I've passed this thread to the Product Team and once I have some concrete feedback I'll be sure to update you here 👍

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Ok so this is a bit of a manual workaround, but I was able to get emails from a group address to auto-create tickets in Wrike. (You'll have to figure this out for yourself based on the tools your email provider offers). 

But the take-away in all this is that when you get a customer email, you can then reply to the emails and cc wrike@wrike.com and it will just intelligently add comments, attachments and even assignees to the tickets in Wrike. *Note-- replies from the customers still don't go into wrike, so you have to reply back to the customer for it to go through in the email chain notes, but at least its not lost! 

This has the side-effect that developers and resources working on the tickets in wrike can add comments, attachments and statuses all privately without clients getting notified. This could be a benefit/downside whichever way you look at it. Ideally, they do get notified of updates, but if wishes were fishes.. 🐠

 

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Would there happen to be any more info if this would become a feature? Our team is looking to implement the forms and would be a key feature we need. 

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Is there any updates on this feature please? We have just started using the forms in our business and the ability to reply to an external user or at least give them updates on there request would be great. At the moment we are adding comments to the task and then emailing the requester with the same comments separately. Thanks 

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Stephen

Hi guys, this makes total sense and Tyler created a Request post for this feature which your votes could really be of value. 

We understand that people may have too many requesters to make them all Collaborators and it's something our Product Team are aware of so please add your vote on Tyler's post and we'll update you there on any developments in this area 👍

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