Support requests can come at you from all directions. It’s critical to capture all of those requests in one place while still being able to prioritize them, so your team can address them efficiently. This ticketing system template makes use of some of Wrike’s most powerful features, so you can provide timely support. Request forms can help you manage incoming requests and ensure all relevant details are included, enabling your help desk team can begin addressing the issue as soon as possible. Custom dashboards can help you organize all your customer support interactions in one place, allowing you to provide efficient support. Lastly, custom reports can help your team report on progress, demonstrate their value, and set measurable goals.
Prevent support requests from falling through the cracks
Why you need this template
Ready to try this template in Wrike?
The guide will show you how to:
- Create and edit request forms
- Sort and assign incoming tickets
- Work on tasks and review progress using the Board view
- Monitor ticket progress using a report
- Use a customized dashboard to get an overview of the current situation
Set Up Your Request Form
This template provides a sample request form with basic fields. The form can be accessed by users in your account from the green + button at the top of the workspace. Share the form with anyone (even if they're not in your Wrike account) by creating an external link. Once the form is filled out and submitted, a new task will appear in your Ticketing & Helpdesk project.
Request forms can be customized in Account Management.
Manage Incoming Tickets
- The Ticketing & Helpdesk template contains three sample subfolders for categorizing incoming tickets: IT, Product, and Service. All new issues land in the parent folder as tasks and can later be tagged into subfolders.
- Go to the List view to see task details or double-click tasks in other views to access their details.
- Use the + next to a task's status to select an assignee. If that person is not a Wrike user, invite them by entering their email. The task is assigned as soon as they join.
This template contains sample tasks and folders for context. You can rename, remove, or add sections to the folder structure at any time.
By default, everything in the shared folder is visible to all regular users in your account. If a task isn't shared, assign it to someone to automatically share the task with them.
Work on Tasks and Review Progress
Switch between subfolders to review progress for each ticket category, or use one of Wrike's work views to view the same set of tasks from a different perspective. The Board view is the default view for subfolders in this template. It shows tasks organized in columns by status. Use the Board view to:
- See what tasks you need to work on
- Track task status
- Change task status by dragging and dropping tasks from one column to another
- Create new tasks
Depending on your process complexity, you may want to use a different work view (List, Table, Timeline, etc). To switch the default view:
- Right-click the Ticketing & Helpdesk project.
- Hover over Set default view.
- Select the appropriate view.
Anyone can use the ticketing and helpdesk template. However, teams that primarily work in a support function within their organization have the most to gain from this template. IT teams, for example, can use forms to manage requests from other departments, then use the dashboard to group them out into categories like “incoming”, “open”, “pending”, and “solved”.
With the ticketing and helpdesk template, you can track incoming requests from specific users. Use the template to keep track of the status of a ticket — from “open” to “resolution”. Also, track who is responsible for each ticket and build accountability into your everyday workflows.
Sending a request to your IT department’s helpdesk is easy. However, these requests are often lost in email inboxes or lack clarity in explaining the problem that needs to be solved. This template solves ticketing problems like confusing or hard to track requests and uncertainty around ticket status.
Check out the video above to learn more about how to set up and make the most of your new template.