TL;DR: This week’s Template Tuesdays spotlight features the Ticket Submission Form template designed to establish a standardized intake process for incoming requests, this template automatically routes issues, questions, and meetings to the right place while capturing priority levels, department data, and context upfront.
Hey Community 👋
Welcome back to Template Tuesdays! Every Tuesday, we spotlight a powerful template from our library, give you a quick overview of its core features, and show you exactly how to start using it right away ✔️
Thank you all for showing so much love and support for our recent community-submitted templates! It’s been great seeing how you build and share workflows across the Wrike network 🤗
Now, we’re shifting gears to spotlight a series of Request Form templates. You can easily access these from your profile menu under Templates & Solutions. Packed with pre-built forms, custom fields, item types, and automated routing, these templates give you a ready-to-use intake system that you can quickly adapt to your team's exact workflow.
This week, we’re focusing on a core intake tool: the Ticket Submission Form template! 🚀
Managing incoming requests without a structured system often leads to missing details, unclear priorities, and misplaced emails. This template replaces informal requests with an intake form that captures the issue type, priority level, requester details, and background context - automatically routing each ticket to the designated destination for review.
What’s Inside This Template?
💡 Installation Tip: You can also find this template directly using this LINK. From there, it can be used to create a brand-new space or added directly into an existing one. For a step-by-step guide on installing it into a pre-existing space, check out this article. Plus, thanks to our recent Wrike Labs release, you can now map template configurations (such as Custom Fields) directly to your existing space setup during installation to avoid duplicates!
Workspace Setup & Overview
Once you install the template, head to your Space Settings ⚙️ and select Request Forms to find the newly added Ticket Submission Form. Click to view or edit its structure:
- Response Settings (Left Panel): Configure default actions for incoming submissions - set the initial item status, select the destination folder or assign team members.
- Form Builder (Right Panel): Review the pre-populated questions. You can add, edit, or reorder questions to match your team's specific intake requirements.
Let’s Take a Closer Look 👀
1. Automatic Custom Field Mapping
When a requester submits the form, their answers map directly into the Custom Fields. This ensures your team gets structured data at a glance without manual data entry. Pre-configured fields include:
- Action
- Priority
- Requestor Name & Email
- Requesting Department
- Request Type
2. Dynamic Custom Item Types (CITs)
This template includes three specialized Custom Item Types to categorize work correctly from the moment it is created:
The specific Custom Item Type is selected automatically based on the user's form response. For example, if a submitter selects "Ask a question" on the form, Wrike generates a Question item type containing all of their submitted details.
3. Dedicated Ticketing Workflow
To keep resolution steps clear, this template includes a specialized Ticketing Workflow alongside your default space workflows. It features progress-specific statuses such as:
- Assigned
- Need Clarification
- In Progress
- Addressed, and more
Where to Use This Form (Real-World Examples)
This template is versatile and can be adapted across several departments:
- IT Helpdesk & Tech Support: Route hardware fixes, software access requests, or system bug reports directly to your IT team with clear priority tags (High, Urgent, Routine).
- HR & Operations Desk: Allow employees to submit policy questions, request equipment upgrades, or schedule onboarding alignment meetings.
- Creative & Marketing Support: Intake quick design edits, copy tweaks, or asset requests from cross-functional teams with built-in department tracking.
Customize the Form for Your Needs
You can adjust this intake setup using these customization options:
- Refine Form Conditional Logic: Add follow-up questions. For instance, if a user selects "Issue", prompt them to upload a screenshot or system error log.
- Modify Custom Item Types: Add new custom item types (such as Feature Request or Access Request) if your team handles distinct service categories.
- Tailor Workflow Statuses: Expand the Ticketing Workflow with stages like Pending Vendor Review or User Testing to match your internal SLAs.
We hope this spotlight helps your team establish a clean, reliable intake process for all incoming work!
Found this update helpful? Let us know how your team currently manages internal service tickets and request forms in Wrike by dropping a reaction or sharing your thoughts in the comments below! 👇
