If you read my earlier April blog post about using Wrike as a CRM, you'll be familiar with the myriad ways you can use folders to tag and organize tasks in Wrike. This month, I want to discuss how you can use those tags to create a unique workflow: using Wrike to process tickets and requests.
The Task as a Ticket
At its core, a ticket -- a request, really -- is represented by a Wrike task. One task equals one customer request.
Each ticket is assigned to someone -- and this assignee is responsible for moving the ticket through to each successive stage. This is important, particularly if different team members are responsible for tickets at different stages. In these circumstances, the assignee will need to re-tag the task and then re-assign it to the person responsible for the next action.
All incoming tasks should start out in a backlog folder, or what I like to call, "the ticket waiting room of destiny." From this waiting room, someone must quickly review each ticket and tag it. This involves asking the right questions to properly categorize each ticket: Is this request appropriate for our team? What region was it submitted from? What's the level of urgency? These questions will affect the folder tags you use to categorize the ticket.
Check out the screenshot for a clear example:
Sample Tags for Ticketing
In the example, I'm tagging tickets by Problem Platform (in red), Priority (in orange), Team Region (in blue), and Ticket Status (in teal). I keep different tags from the same category the same color in order to quickly identify which characteristic I'm looking at.
Your "Ticket Status" tag will be updated most frequently.
- From the initial backlog folder, the ticket enters the first stage of the life cycle "1. New."
- If I need to continue working on it over a long period of time, I mark it "2. In Progress."
- If I need someone to review the ticket for editing grammar or fact checking, then it's marked "3. Review."
- Once the request is done, I move the task to "4. Completed" and un-tag it from previous stages.
Every month or so, I take my completed tasks out of the "4. Completed" folder and move them to the Archive. This is a good way to keep your system tidy.
Why Tag at All?
The beauty of this system is that you can choose to look at a list of all of your tickets, or filter them to suit your preference. You can get quick insights without opening each one individually. By selecting any of the folder tags, you can view only the tickets in that category (e.g. all of the "2. In Progress" tickets). This can be useful in identifying bottlenecks or parsing information dynamically.
Tagging and categorization is also integral to the tracking and measurement of tickets at a later date. Perhaps you're trying to make a case for hiring an additional team member? Showing the number of running tickets can strengthen your proposal.
How Will Customers Create Tickets?
If your entire team is interacting within Wrike and your "customers" are internal colleagues with Wrike access, you can direct teammates to create new tasks/requests in your backlog folder when they need assistance. If you're working with individuals outside of Wrike, then you'll want to take advantage of Wrike's email-to-task integration. By creating an online form, you can allow anyone to send a request into Wrike.
Depending on your level of technical prowess, you may need some help in getting this set up. The key is to ensure that your email form provider is able to send emails to firstname.lastname@example.org from an address that you can register as a user in Wrike. This is the only way for Wrike to know that the email request (sent by the form) belongs to your Wrike account. The rest of the task's characteristics can be controlled by the subject line and the email receiver. For more details, check out our email-to-task cheat sheet.
If you love the idea of setting up your own system, start by thinking critically about the type of information you want at your fingertips. Set up some folders and run a mock request through the different stages. Reach out to your peers to get their feedback on what works and what doesn't.
And if you need help, feel free reach out to your Customer Success Manager who can share best practices about setting up a ticketing system that would make sense for you. If you don't have one, contact our Support Team and we will be more than happy to assist you.