[Use Case Templates] External Service Desk and Ticketing 🎟

❗️Note: Please make sure you’ve checked out our announcement about the changes related to the Use Case Templates in Wrike. In short, the Wrike’s Use Case templates are now available in the Space creation dialogue instead of Wrike Assistant.

Hello Community! 🤗

As you may know, a set of brand new Wrike Templates has recently been released 🥳 

Need to manage projects or campaigns, services, operations, and more in Wrike? There’s a template for that! Launching a template creates a new space with projects, folders, Gantt Charts, Reports, and other tools that are easy to tailor to your team’s specific needs. 

We're kicking off a new series today where we'll be highlighting a template each week for the next few weeks. In this series, we’ll be diving deeper into Onboarding Templates to make sure you know where to find and how to use these excellent resources.

How to Access Wrike’s Onboarding Templates

Account owners and admins on Business and Enterprise accounts and account owners on Professional accounts can access the Onboarding Templates gallery.

You can access the onboarding templates gallery through Wrike Assistant:

• Click the round button with a question mark located next to your profile image in the upper-right corner of the workspace.
• Select Wrike Templates to open the template gallery.
• Click the template that you want to add to the gallery window.
• Click the Use template button.

Once you launch a template, a space with all the listed items in it is created. You can access other items created from templates in the corresponding areas of the workspace: Dashboards, Request Forms, Workflows, and Reports.

Template: External Service Desk and Ticketing

This template will help you manage external tickets. It also contains a guide that will walk you through the steps to set up the process:

• Creating and editing Request forms
• Sorting and assigning incoming tickets
• Working on tasks and reviewing progress using the Board View
• Monitoring ticket progress using a Report
• Getting an overview of the current state of things using a customized Dashboard

Let’s dive a little deeper into each of these steps.

Step 1: Set up your Request Form

The Service Desk template provides a sample Request form that contains basic fields. The form can be accessed by users in your account from the green plus button at the top of the Workspace. Share the form with anyone (even if they're not in your Wrike account) by creating an external link. Once the form is filled out and submitted, a new task will appear in your project. 

📍Tip: Request forms can be customized from the Account Management section. 

Step 2: Manage Incoming Tickets

The project contains three sample subfolders for categorizing incoming tickets: IT, Product, and Service. All new issues land in the parent folder as tasks and can later be tagged into subfolders. 

Go to the List View to see task details or double-click tasks in other Views to access their details. 

📍Tip: This template contains sample tasks and folders for context. You can rename, remove, or add sections to the Folder structure at any time. 

📍Tip: By default, everything in the Shared Folder is visible to all regular users in your account. If something isn't shared, making them the assignee automatically shares the task with them. 

Step 3: Work on Tasks and Review Progress

Switch between subfolders to review progress for each ticket category, or use one of Wrike's work views to view the same set of tasks from a different perspective. The Board View is set up as the default view for subfolders in this template. The view shows tasks organized in columns by status. 

Use the Board View to: 

• See what tasks you need to work on
• Track task status
• Change task status by dragging and dropping tasks from one column to another
• Create new tasks

📍Tip: Depending on your process complexity, you may want to use a different work view (list, table, timeline, etc). To switch the default view: 

• Right-click the project name
• Hover over "Set default view"
• Select the appropriate view for you

Step 4: Review Progress

This template also includes a sample Dashboard and a Report. Find relevant tabs in your Workspace to get a customizable overview of ongoing or completed work. 

Further Resources

You can check out this blog post to learn more about how to use Wrike as a ticketing system. We can also recommend one of Wrike Discover courses, 702 IT Teams + Wrike, which will help you get the hang of managing IT requests. 

Last but Not Least

If you’re not using Wrike this way yet, but are interested to learn more for future implementation, be sure to let us know below 👇

Also, our team has been working hard to identify and catalog the different ways that teams use Wrike. You can help us ensure that you're getting the most out of Wrike by filling out this use case survey on your specific needs. You’ll also be entered into a competition to win a Silver Certification worth $299 for completing it ✔️

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