[STATUS: LAUNCHED! 🚀] Email conversations with non Wrike users inside Wrike

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.

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.

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

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

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. 

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. 

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

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.

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? 

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

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

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.

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.

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! 

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

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

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

It is a very useful if not fundamental function. Today we are forced to copy & paste emails and it is a frustrating job.
Being able to enter external email addresses would allow suppliers / consultants / customers to be involved in the flow temporarily without forcing them to register.
We make external collaborators register when they are frequent interlocutors but when the relationship ends with the exchange of some emails it is not possible to force them to register, it would take longer than the exchange of emails.

In addition this request has been going on for years, even before this post there had been similar requests.

Is there any hope that it will be implemented soon?

Hi Riccardo Sighinolfi, thanks for adding your input here. 

As Lisa mentioned above, we're currently researching a solution that would make it easier to communicate with external request form submitters and we believe that this may be helpful with some of the use cases described here. We don't have any more information to share just yet, but as soon as we do we'll let you know here. 

If you need anything in the meantime don't hesitate to ask 👍

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Lisa Thank you for your responses. It is encouraging to know that the Wrike team is working on a solution. Always appreciated.

Or go back to Collaborators are not an expensive license fee and we can communicate with our collaborators. We had to purge a bunch of people we communicated frequently with.  Makes Wrike much less useful.  Collaborators used to work great. 

Why not use code from the "guest approval" process for tasks and files?  It lets us send an "email" of sorts for them to approve.  We just don't need them to actually approve it.  Add all the comments you want, it keeps an entire thread.... These "seems" like a simple solution to adapt.

Thank you for your continued support here! We'll let you know when we have an update on how the research goes 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

I just added my +1 for this feature. We would love to have the ability to automatically send a client an update on their case with a click rather than going to Outlook, sending the client an email, copying that message and pasting it into Wrike. As a grammar freak, I usually have to edit what I paste so it takes me much longer than it should and is a horrible waste of time. I would love some positive news on this feature soon.

Hi Liz Skoglund, welcome to the Community 👋

Thank you for supporting this idea! The team is currently researching it and have plans to work on it next year 😊 I'll let you know when I have more detail here.

If you'd like to know what this Community has to offer, please check out our New to Community forum.

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

I can only agree with the previous speakers here. A function that allows me to send an update or documents from Wrike to external partners by mail is a "must have" in this tool.
What is the current status of the desired solution?  

Hi Ronald Otmar Theil, thank you for sharing your support here! The team is researching this suggestion now and they have plans to work on it. Any update - we'll make sure to share it here in this thread 👍

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

Ugh.. I came here hopefully find a solution and am disappointed to see that this hasn't been addressed after 5 years of customers saying this is needed.  We've newly adopted Wrike and I think there was an assumption that such capability existed for this and calendaring events.  I am tasked with evangelizing this across our massively growing team but am frustrated already with the amount of double work I have to do across teams and it's making all of our jobs harder, not easier.  The number of internal and external stakeholders we have to communicate with that don't have access to the system makes this an ESSENTIAL piece of functionality.

Hi everyone! I'm happy to let announce that our team is currently working on a solution for this suggestion 🥳 I've changed the status here to reflect that, and I'll let you know as soon as I have more info to share 👍

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