Wrike is an online project management system. So you might be asking yourself "why even bother?". Yes there are many great free ticketing applications out there, but my team are already fully embedded in the Wrike ecosystem and I really wanted to limit the different applications we relied on. So, if your using Wrike and like me want to introduce a ticketing system without introducing additional software (or you're just curious) read on.
- A Wrike account (obviously)
- A system which is always on
- A copy of Outlook
- Thats it!
This isn't a guide on how to use Wrike, it's a pretty user friendly system and if you're not already using it it's very easy to pick-up and there is plenty of documentation available, therefore I won't be going into the 'how' in this section.
First you need to setup two projects, I called them 'Unassigned' and 'Assigned'. I also created a new dashboard which I called 'Analytics Team' (the name of my team funnily enough). From the project page (for each of the new projects) I chose to add the project to the new dashboard (for 'Assigned' make sure you've filtered to "Current User"). Eh voilÃ , the dashboard has two boxes, one for each project. Since I was going to spend most of my time in Wrike in this dashboard I also chose to add some built-in widgets such as 'To Do Today/This Week' and 'Overdue'.
Again, this isn't a guide on how to use Outlook so I'm going to assume you already have an e-mail account setup. Firstly, add the VBA code by pressing alt-F11 which opens the 'Microsoft Visual Basic for Applications' page. In the left-hand column under Project - Project1 ensure ThisOutlookSession is highlighted and paste the following code into the editor (replacing 'Unassigned' with your project name if you chose something different):
Sub ChangeSubjectForwardUnassigned(Item As Outlook.MailItem) Item.Subject = "[Unassigned]" & Item.Subject & " @" & Item.Sender & " " & Now Item.Save Set myForward = Item.Forward myForward.BCC = "email@example.com" myForward.Send End Sub
Make sure you save this. Now you need to setup a rule to tell Outlook when to run the code. Tell the rule under what conditions you want the rule to run, for me this was:
Apply this rule after the message arrives sent to ... and on this computer only run Project1.ThisOutlookSession.ChangeSubjectForwardUnassigned
For 'Sent to' we have a distribution group, then any mails sent to said distribution group will have a ticket logged on Wrike. To obtain "run Projet1..." you need to choose the option 'run a script', as long as you've saved your VBA session you'll be able to choose "Projet1..." from the drop-down list.
Basically, Wrike has a nifty little e-mail integration system. As long as the e-mail address is linked to your Wrike account (either because it's the e-mail address you signed up with or you've added it as an additional address in the account management screen) then any e-mails sent to firstname.lastname@example.org will be added to your tasks. If the subject starts with brackets (brackets not parenthesis) then whatever is between the brackets will be the name of the project the task is added to, everything outside the brackets will be the task name. Adding the @sender allows you to easily see who logged the ticket and adding the date/time ensure it will setup a unique task (we quickly found out that if someone logged a ticket using the same subject as a previous ticket the closed ticket was updated instead of a new one being logged). Using BCC rather then To means the task will be unassigned. You can read more about the e-mail integration system here.
You're all setup. Go ahead and send a test e-mail to your distribution group (or whatever system you chose to use). There may be a few minutes delay but you should see your ticket pop up in your dashboard. Now heres the neat part - drag and drop the task from 'Unassigned' to 'Assigned', not only will the task be moved to the new folder but it will automatically assign to you. You need to share the dashboard and the projects with your team (share not assign). As long as you filtered by "Current User" when prompted earlier, then whichever member of your team drags the task to 'Assigned' will have the task assigned to them, it will disappear from everyone else dashboard (it won't show in the 'Assigned' box either because this is filtered by "Current User"), clever huh?!