Email Communication With External Requesters

While I'm thankful (after reading through lots of product feedback posts) that Wrike finally implemented "Email Communication With External Requesters" in forms, I have to echo many of the sentiments raised in the product announcement (/hc/en-us/community/posts/7887388446743--From-Wrike-Email-Communication-With-Non-Wrike-Users-). But we are encountering a specific issue in our organization, which is that sometimes we need to communicate status with individuals outside of Wrike that is not the original requester. Since Wrike obviously has the ability to send out emails, why can't I put in any email address I want when I hit the email button. Currently, the only solution proposed to me by my account manager is simply to use Wrike integrate with something like Zendesk which is a solution that I think just increases bloat and adds to my organization's workflow.

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Comments

Juan Muttoni

Hi @Greg Hao, thank you for creating this post. I see how this option would benefit users, and I have shared your feedback with our Product Team.

The team is continuously improving this feature and we will keep you updated if this idea is implemented. Also, I would like to mention that you can use public links to share information about statuses - and much more - with colleagues who don't have a Wrike account yet. Public links are automatically updated, so you wouldn't need to send an email to let these colleagues know about the latest changes.

If you have any additional questions, please let us know!

MJ Rufin

I'd like to chime in on this. There are times when the external requester enters their email incorrectly and our response to them is not received. I think having the capability to edit and add additional email addresses when we respond would help us avoid this situation.

Thea Preston

Another use case scenario that I run into, is when a requester replies to the email and then adds other users to the email thread. This results in the message not being captured/received in Wrike. I now have to continue the conversation outside of Wrike which defeats the purpose. An added feature that would also help, is having a question type that allows the requester to include additional external users to their request request. We are in the early stages of using Wrike, so it is not adopted across all departments. Having this flexibility to accommodate the 'way of working' internally would go a long way in future growth.

Rohan V

Welcome to the Community, @Thea Preston, and I’m sorry for missing your comment!

At the moment, it’s not possible to capture the message in Wrike when other users are added to the email thread (CC or BCC). This is due to the security limitations and because Wrike users and those who submit external requests must agree to the terms and conditions.

Regarding your feedback about having a question type that allows the requester to include additional external users, we will share this with our Product Team. In case of any changes, we will be sure to share an update. Thank you!

Teddy Otero

I like the comments above and the use cases for adding additional people to an existing request - hadn't thought of those.

However, I have another use case: we receive many "drive-by" requests, where people aren't willing to complete our request form in the first place. This is especially common with executives. We'd simply like to add an external stakeholder to any task after the fact, since we create so many ourselves.

Our current workaround is to fill out the form on their behalf, but 1) it feels a teeny bit icky to impersonate someone and 2) because we are working in the system, we know exactly what should be in the task and don't need to go through the form steps to "build" the task.

Rohan V

Hi @Teddy Otero 🙋‍♂️ thanks so much for contributing and for sharing your use case as well! I’ve passed this additional scenario on to the team, along with the other feedback we’ve received for this suggestion 👍