[Event Follow-Up] Learn: Using Workfront Request Queues for Intake Processes

[CynthiaBoon]

Looking for more visibility into the work your team is asked to complete? Request Queues help to centralize and manage all work requests so you and your team members can tackle work more effectively.   

Check out our discussion of the benefits of Request Queues, and the best practices for using them to track, organize, and report on your organization’s work. During the session, we shared our recommendations for building out effective Request Queues, and showed some of our favorites. 

Here is the link to the recording and a PDF of the slide deck:

• Workshop recording 

• Slide Deck PDF 

Check out some additional recommendations from customers who attended the event!

• PRO TIP: Keep issues post-conversion to retain historical data (ex: proof of this is what you asked for in the beginning) and to capture the following metrics:  
  • Total number of incoming requests 
  • Compare how many requests come in vs. how many make the cut to being a project 
  • Users submitting the most (or least) number of requests 
  • How many days between request submission to project entry date to understand turnaround time  
• Additional tips/thing to think about when building your request queues: 
  • Define the queue by the requestors instead of the receivers. Likewise, name the queues in a way that is very requestor oriented.  
  • Consider using a centralized queue to help with reporting - The central queue doesn't have any topics or forms; it's just where requests and issues are automatically routed. This allows me to build as many queue projects as we need (or revise queues) while reducing how often I need to tell a report to pull in data from all these queues. 
  • Think of routing rules like assignment notifications, but make sure that the email notification for Work Item Request to Team is activated and turned on in a user’s profile if you are routing incoming requests to teams.  
  • Post a link to your request queues on various channels – Slack, MS Teams, SharePoint, your email signature – for easier discovery 
  • Example language for your email signature for your System Administrator request queue:  
    • What can we create for you? Fill out a Studio Form here to get your project started! 
    • Have a Workfront related question – ask it here! 
  • Want to add images or videos to your custom form so they display on your request queue? Read more about that here or watch this short 3-minute video  

Be sure to check out and register for future Customer Success events. There’s so much coming up over the next few months, so we hope to see you there!