[From Wrike] Improving your Customer Support experience — Important Changes 👨💻
Hi Community!
Here at Wrike, we want to make sure that you and your team receive the best support to address any emerging issues and questions. That's why we’re now gradually entering 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.
How will this work? 🤔
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.
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 — these services are also not changing.
Why are we making this transition?
This change will allow our Support team to collect relevant information during ticket creation and learn about the request’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.
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 “Submit a Request” 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.
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.
Please let us know if you have any questions in the comments below 👇
Denis Community Team at Wrike Wrike Product Manager Станьте экспертом в Wrike с Wrike Discover
Denis Wrike Team member Станьте экспертом в Wrike с Wrike Discover
Sounds good. I've already used the form for tickets and the responses have been very fast. Thanks!
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.
Hi Elizabeth Bayer, Sven Passinger, thank you both for your feedback, I've shared it with our Support team 🙌🏼
Can this link be added to the Wrike Assistant?
Hi Aaron McLaughlin, thanks for asking!
I always prefer the web form, unless is something very very urgent. :-)
Thank you for the feedback Neyl Walecki 🙌🏼