Recipe: Create an inbox or workflow for external requesters

Learn how to set up a Wrangle ticketing inbox or workflow for requesters who don’t belong to your workspace.

Ingredients needed:

  • A Wrangle ticketing inbox OR a Wrangle workflow

  • A Zapier account

  • Google Forms (or any other form app that’s compatible with Zapier)

  • Optional: Email

If you have customers, vendors, or any other external stakeholders who you’d like to be able to start a Wrangle request, you can create an external request form and connect it to Wrangle using Zapier. In this walkthrough, we’ll use Google Forms as our example, but the setup steps will be similar for any other form app in Zapier. Your final process will essentially follow these steps:

  • Requester fills out a Google form

  • Zapier sends the Google form responses to Wrangle

  • Wrangle kicks off the request using those responses

  • Your team resolves the request in Slack

  • (Optional) In a second Zap, when the Wrangle request is completed, Zapier sends a confirmation to your requester via email

Setting up your forms (Google Forms and Wrangle)

To start, create two identical forms: one in Google Forms, and one in Wrangle. If you’re using a workflow, your Wrangle form will be your intake form. If you’re using a ticketing inbox, you'll instead use form questions in your inbox settings.

If your form includes a list question, make sure the text of each list option matches exactly between your Google form and your Wrangle form. If a single character is different, the response won’t be passed to Wrangle. This is especially important if the question is marked as required in Wrangle. Any errors here will prevent the Zap from running, and the workflow won’t be triggered.

Creating your Google Forms Zap trigger

Once your forms match and your inbox or workflow has been saved, you’re ready to create your Zap. Let’s start with the trigger: choose Google Forms, then select the “New Form Response” trigger.

Connect your Google account, find your form, and test your trigger. A successful test will return sample responses to your form that we'll use in the next step.

Configuring your Wrangle Zap action

After testing your trigger, it's time to set up your action. Add an action, choose Wrangle as the app, then select either "Start a Ticket" or "Start a Workflow." If you're using the "Start a Ticket" action, you'll then need to choose your Wrangle inbox. And if you're using the "Start a Workflow" action, you'll need to choose your workflow.

Once you’ve done that, you'll be able to see your Wrangle form fields in the Zap editor. Using variables, insert the form responses from your Google Forms trigger to the corresponding Wrangle form field.

Use your Slack ID (found here) as the Slack User ID of user starting this Ticket/Workflow

After you've set up your action, you're ready to test and publish your Zap!

Optional: Notify your requester via email once the request is complete

If your original form collects your requester's email address, either automatically or in a question, you can use a second Zap to send them a notification when their issue is resolved. Your second Zap will follow this framework:

  • Trigger: Ticket Completed or Workflow Completed (Wrangle)

  • Action: Send Email (I’m using the "Email by Zapier - Send Outbound Email" action in this example, but Zapier also has Gmail and Outlook connections)

Start by choosing the specific inbox or workflow you'll use to trigger the notification.

Next, set up your email action using the email provider of your choice. You can use data from the workflow or ticket to populate the email notification, including the requester’s email address, the name of their request, and so on. If your workflow or ticket includes a field for a Wrangle agent or assignee to add a note to the requester, you can also include that note as part of your notification.

Once you've finished setting up your email action, you're ready to test and publish!

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