Request forms and communicating with external users
Problem: When an end user submits an external request form, they don't have the ability to see the status of the request, provide additional information, etc. Likewise, my team who is using Wrike doesn't have a way to send an update back to the end user.
Expected functionality: When an end user creates a request for my team via an external Wrike Request form, I expect:
- The end user to have the ability to reply to the confirmation email to provide an update.
- A designer, technician, anyone working in Wrike, to have the ability to provide status updates to the end user.
Other random thoughts:
- It doesn't make sense for an end user to need access to Wrike in order to provide/recieve an update.
- When I create a support request with Wrike, I get the option to reply to the email to provide an update. How do I make a form like that?
Hi Jared Barden! It currently isn't possible to create an external request form such as this one in Wrike. If you'd like, I can move this suggestion to the Product Feedback section of the Community. This way, other Community members can vote to show their support and leave their own feedback that will be passed on to the Product team.
In regards to your question about Support, our Support team use a different platform for responding to requests. This is why you see the option to reply via email.
As a workaround, have you been collecting the email address of those replying to these forms? This way, you would be able to send updates through your own email service provider.
Hope this helps! If you have any other questions, let me know.
@... I figured as much, but hoped there was an option. We do collect email addresses, but for us, it defeats the purpose to move communication outside of the tool where we need to keep all the information.
If you could move it to the feedback/feature request section, that would be great. Thank you.
Jared Barden Thank you for further clarifying your use case! This kind of use case helps our Product team when they're having discussions about future product updates.
I've moved this thread to the Product Feedback section. If you have any other questions / feedback, be sure to let me know.
I am interested on this, as well.
Hello Ed Martinez, welcome to the Community 👋🏻
Thanks so much for adding your support here. Please be sure to upvote the original suggestion by clicking on the heart icon if you haven't yet. The number of upvotes helps our Product team assess the popularity of an idea amongst our Community members 😊 Our Community article here explains the process after we receive Product Feedback.