[From Wrike] Improving your Customer Support experience โ€” Important Changes ๐Ÿ‘จโ€๐Ÿ’ป

Hi Community!
ย 
Here at Wrike, we want to make sure that you and your team receive the best support to address any emerging issues and questions.ย That's why weโ€™re now gradually enteringย a sunset phase of creating Wrike Support requests via email. From March 1st, 2022 Wrike's Support team will be prioritizing Customer Support requests created via Web Form over requests created via email.
ย 
How will this work? ๐Ÿค”
Firstly, don't worry! The change is planned to fully sunset the email once the majority of our users successfully start using the Web Form so there'll be plenty of time for you and your team to prepare.
ย 
After the change, when a ticket is created, you will still be able to continue the communication through email by replying to notifications or by using the ticket management platform on the Help Center. The Web Form only concerns the initial ticket creation, further communication once a ticket is open is not changing. If you have access to support phone line and live chat โ€” these services are also not changing.
ย 
Why are we making this transition?
This change will allow our Support team to collect relevant information during ticket creation and learn about the requestโ€™s content before manually processing it. This will help the team with the prioritization and automation of incoming requests and create an efficient process for our users.
ย 
How can I reach Wrike Support?
The easiest way is to "Submit a Request" through the Web Form available on our Help Center. Click on โ€œSubmit a Requestโ€ and fill in the form with your request to create a Support ticket. We also suggest you bookmark the Web Form link for direct access to our Support Team.
ย 
ย 
We have a number of self-service resources where you can find solutions through our Help Center and Community. You can find more detail about them in this Community post where we've summarised how to use each resource and effective ways of contacting customer support.
ย 
Please let us know if you have any questions in the comments below ๐Ÿ‘‡
ย 

Denis Community Team at Wrike Wrike Product Manager En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

Denis Wrike Team member En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

8
7ย commentaires
Spot On Innovative Approach Stellar Advice

Sounds good. I've already used the form for tickets and the responses have been very fast. Thanks!

1
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice

I can agree. I also used it and it was fast. And also that one can see the status in the activities is very important.

0
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice

Hi Elizabeth Bayer, Sven Passinger, thank you both for your feedback, I've shared it with our Support team ๐Ÿ™Œ๐Ÿผ

Cansu Community Team at Wrike Wrike Product Manager En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

Cansu Wrike Team member En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

0
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice

Can this link be added to the Wrike Assistant?

0
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice

Hi Aaron McLaughlin, thanks for asking!

At the moment, there are no such plans but you can always access the Help Center from the Wrike Assistant. If the answer you're looking for is not there the form is always available on our Help Center๐Ÿ™‹๐Ÿปโ€โ™€๏ธ

Cansu Community Team at Wrike Wrike Product Manager En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

Cansu Wrike Team member En savoir plus sur les fonctionalitรฉs et les meilleures pratiques grace ร  nos Webinaires online

0
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice

I always prefer the web form, unless is something very very urgent. :-)

1
Actions pour les commentaires Permalien
Spot On Innovative Approach Stellar Advice
1
Actions pour les commentaires Permalien

Folllowing List for Post: [From Wrike] Improving your Customer Support experience โ€” Important Changes ๐Ÿ‘จโ€๐Ÿ’ป
[this list is visible for admins and agents only]

Haut de la page
Didnโ€™t find what you were looking for? Write new post