- CC Field - you can now include the emails of those who need to be in the know to the CC field, they will be able to follow the ticket and contribute to it from opening to resolution.
- Automatic authorization - this works if you have an active Wrike session and open the Web Form (and more recently, any Help Center or Community page) in the same browser. We automatically log you in based on your Wrike session. Consequent replies from the Support Team will be sent to your primary Wrike email.
- The "What do you need help with?" field is now mandatory. While this change appears minor, it enables us to better prioritize incoming requests and, more importantly, begin experimenting with routing incoming requests to our internal subject experts.
- Mobile support - previously, it was not possible to authorize in the help center when using a mobile device. Consequently, submitting a ticket via the Web Form as an authorized user was not an option either. We fixed the authorization mechanism, now you can submit tickets when on the go!
- Until August 1st, emails sent to support will create a ticket with a slower first reply time, whereas those created via Web Form receive standard priority.
- After August 1st, any email sent to support will not create a ticket. The sender will receive an automated message informing them of this, as well as an invitation to use the Web Form to create a ticket.
- Support for rich text formatting in the Web Form's description field.
- Smart article suggestions based on the contents of the whole form, not just the subject.
- Improvements to our internal routing and prioritization mechanisms to deliver a better user experience.
Denis Wrike Team member Conosci le straordinarie funzionalità di Wrike e le best practices