Automated Status Notification to Requestors

Our team uses the email to requestor feature, but we find that Wrike is missing a key feature that many other request systems have – which is sending automated emails to a requestor based on the status their request is in. Example: When we "complete" their request, they will get an email noting "your request has been completed." Many comments in this thread are asking for this feature as well.

Adding every single requestor as a collaborator is not an option for us to consider at this time.

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Comments

Ali Moses

We have a similar situation. We have too many requesters to make them all collaborators at this time. Currently, our team is manually adding a comment to communicate with the requester, which works, but it would save a lot of clicks if this could be automated.

Juan Muttoni

Thank you for creating this post @Ephemia Nicolakis! 👏

Thanks for sharing your expertise here @Ali Moses 🙂

T. Rohner

@Ephemia Nicolakis Thank you for that post! That's exactly what we're missing too! I know it from other systems and miss it in wrike extremly.

@[Deleted User] Please, make this possible!

Our use cases are external ITler and many customer from us. We have request forms to get the request coordinated and it would be nice if the customers knows the status of a ticket. e.g. if we recognized them or rejected the request. To write answers to the email requester is time robbing and not very efficient if everyone has to write his own story back to customer.

Cody Silfies

Tossing our hat into the ring for this request as well. We are a small marcomm team embedded in a HUGE organization and are using request forms to funnel a bunch of project workflows to our team from our larger community. As such, it's not feasible to add 'collaborators' to projects to allow for a more robust back-and-forth or updates on some of our requested projects.

Learning about the email requester feature helps a bit - but the processes we have could be even more efficient if there were more robust messaging opportunities to requesters via automations or just automatically via status updates. Similarly all the 'requestor' communication in this area lives at the project level and not for the subtasks within a project which makes it difficult to update them in the system without having to manually send emails and updates.

And example for us would be:

User fills our form requesting the review and launch of a website.
Form submission creates a new project from a 'Website Blueprint' (which itself has a website custom item type).
Project is reviewed by 'approvers' - if approved, status changes to 'in progress' and a notification is sent to the requestor that project has been approved and/or that the status has been changed to 'In Review' in our custom workflow.
Project moves from 'in review' to 'technical preparation' - submitter gets an email notification update.
Project moves from 'technical preparation' to 'Launch scheduled' - submitter gets an update.
Project moves from 'Launch Scheduled' to 'Launched' - submitter gets an update.

Further enhancement would allow us to use subtasks in this project to also communicate with the submitter, either via email and/or status updates as well. Heck - even just having the option to create an automation that leaves a comment on the project that includes the requester (email) would solve most of this.

T. Rohner

Heck - even just having the option to create an automation that leaves a comment on the project that includes the requester (email) would solve most of this.

Exactly my thoughts!

Ephemia Nicolakis

@T. Rohner Great idea! That would be fantastic if we could set it up as an automation so that we can customize it.

Leslie Horn

Agree! Being able to initiate a reply to the requester through automation and being able to customize that message is exactly what we need. Bonus points if we could include the value from a custom field in the response text.

Ephemia Nicolakis

Update: We have had two clients this week alone ask if there is a way to get automated updates when a request/task has been completed. This is a high priority item for us!

Jess T

This is a priority for our team as well!

Rohan V

Hey Everyone 👋

Thanks so much for sharing your comments, feedback, and for backing the original post. We understand how valuable this could be for some of our users. Rest assured, we'll forward all your comments to the relevant Product Team.

As you might know, we currently offer email notification settings that alert you when a task you're assigned to or following changes its status. However, we understand this isn’t a perfect solution for the "email to requestor".

If you haven’t already, please upvote the post above. We'll keep you updated with any changes in the coming months. Thanks all!

Ashley Fischer

I think @T. Rohner has the simplest solution - allow us to set notifications through automations using the email captured via the request form.

Rohan V

Hi @Ashley Fischer 👋 thanks for supporting this suggestion! We’ll keep you in the loop if there are any updates in the coming months. 👍

Jenn Kieke

@Rohan V any updates on this? I am currently using a form for external partners to submit their 3D print requests to our Design Lab. I would love to be able to set up an automation that when the task is marked completed, that Wrike could send an email to the requestor letting them know that their 3D printed item is available for pick up.

Thanks,

Rohan V

Hi @Jenn Kieke, thanks for reaching out and sharing more details about your use case. There aren’t any new updates on this feature suggestion at the moment. I’ll pass your feedback along to the right team and keep you posted if anything changes over the next few months.

Joycelyn Gerhardt

Adding to the chorus of voices... We're currently looking at Wrike Request Forms as a ticketing system, but it's a major gap that we can't send an automatic email when the request is closed. Having 'requester email' available as an option for recipient of the Send an Email automation would be ideal.

Rohan V

Hi @Joycelyn Gerhardt 👋 thanks for voicing your support. We’ll make sure your feedback is shared with the Product Team 👍

Brandi Jobes

I'm echoing everyone's comments above - this is a much needed item for our team as we use a Wrike request form for ordering supplies and I'm getting repeated complaints across our organization.

Basudha Sakshyarika

Thanks for your comment, @Brandi Jobes. While I don’t have any updates to share at the moment, I am forwarding your feedback and will update you if there are any changes. Thank you! 👍🏽

Lauren Karr

We want this too, to notify folks who use our external form link that their order/job has been shipped.

Basudha Sakshyarika

Thank you for your feedback, @Lauren Karr. 👍🏽

Adriana Howard

Chiming in - we need to have automation be compatible with requestor emails and bonus points if we can use custom field inserts as well. This would save our team so much time to create automation that sends emails directly to our clients (requesters) for a variety of purposes - status updates, reminders to reply, feedback survey, etc. I would highly encourage Wrike to prioritize this feature.

Rohan V

@Adriana Howard, welcome to the community 🙋 thank you for taking the time to share your feedback here! If there are any updates in the future, we'll be sure to keep you informed.

Cody Silfies

Two additional use cases for this have come up since I previously shared my 'website launch' usecase. If it's helpful for any dev review team I'm including them below:

Newsletter Submission: We use Wrike forms to drive submissions to an suite of Internal Communications newsletters that go out weekly. Right now a community member can fill out the form with an item they want represented in the email newsletter (a story, an event, a notice, an award, a new hire, etc) and it populates as a task for our team to review (this isn't pertinent to this request - but our team actually creates projects for each newsletter and then populates each 'project' with these submitted tasks so they can layout each newsletter in advance). Right now our team has to follow-up with each individual request to provide them an update on whether their submission was accepted or rejected - but if we were able to tie an automation to this that automatically messaged the requester the status of their request based off the status of the task in wrike - it would save that team an immense amount of time

I submit a request for "Cody's Birthday Party" to be included in a newsletter,
The team reviews it and declines the request by changing the workflow status to 'Rejected'.
An automation is triggered from the status change that comments in the task - and includes the requestor email - a note that the submission unfortunately was rejected

Logo Requests: We use wrike forms to run requests for organizational logos. Departments who need a logo, or an adjustment to an existing logo, can fill out the form and provide the needed information. This creates a project and assigns it to me to create it in the timeframe requested. Once completed, I manually have to email the individuals that their logo is completed w/ a link - but if I could trigger an email response to the requestor when the workflow status is completed that includes a custom field (link) - it would save me at least 5-10 minutes on fulfilling each response.

I submit a request for 'Cody's Awesome Department',
The logos are made and a link to where the total package lives is included in the custom field 'pubLink'.
Status is changed to 'completed' which triggers an automation that comments in the project - and includes the requestor - that the logo is complete and can be found at [pubLink].

Still a major usecase for this at our organization - hoping some of these examples might provide it some more traction in considering it.

Rohan V

Hi @Cody Silfies, thanks for getting back and providing your two additional use cases. This is helpful 🙏 I’m forwarding your comment to our Product Team for visibility.