Email

Email Integration Guide for Wrangle

Connect Wrangle to your email provider to allow tickets to be created automatically from incoming emails. This guide will walk you through the four-step setup process.

Overview

The email integration setup process consists of four steps:

1. Provide Forwarding Address - Enter the email address that will forward emails to Wrangle

2. Verify Forwarding Address - Verify ownership of the email address

3. Enable Automatic Email Forwarding - Configure your email provider to forward emails automatically

4. Confirm Automatic Email Forwarding - Complete the setup with a final confirmation

Your progress is saved at each step, so you can complete the setup at your own pace and return to it later if needed.

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Step 1: Provide Forwarding Address

In this step, you'll specify the email address that will receive emails and forward them to Wrangle.

Instructions

1. Navigate to your inbox settings in Wrangle

2. Go to the Integrations tab and select Email

3. Click the Setup Email button

4. In the modal that appears, enter the email address you want to use for ticket creation

   • This should be an email address you control (e.g., [email protected] or [email protected])

   • Wrangle will suggest an email address based on your inbox name and your account's email domain

   • Note: This email address must be unique and cannot be used by another inbox

5. Click Begin Setup

After completing this step, Wrangle will send a verification email to the address you provided.

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Step 2: Verify Forwarding Address

In this step, you'll verify that you own the email address you provided in Step 1.

Instructions

1. Check your email inbox for the address you entered in Step 1

2. Look for an email from Wrangle with a verification link

3. Click the verification link in the email

   • This will open a new page confirming your email address has been verified

4. Return to Wrangle - the step should automatically update to show verification is complete

Troubleshooting

• Didn't receive the email? Check your spam/junk folder, or click the Resend button in Wrangle

• Verification link expired? Click Resend to receive a new verification email

• Still having issues? Contact support at [email protected]

Once verified, you'll see a success message and can proceed to the next step.

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Step 3: Enable Automatic Email Forwarding

In this step, you'll configure your email provider to automatically forward incoming emails to Wrangle. This is the most important step, as it enables the actual email-to-ticket functionality.

What You'll Need

• Access to your email account settings

• The forwarding address provided by Wrangle (displayed in the setup interface)

Instructions

1. In Wrangle, you'll see a forwarding address displayed (e.g., [email protected])

   • Important: Copy this address - you'll need it in your email provider settings

2. Open your email provider's settings in a new tab or window

3. Follow the instructions below for your email provider:

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Setting Up Forwarding in Gmail

1. Open Gmail Settings

   • Sign in to your Gmail account

   • Click the Settings gear icon in the top right

   • Select See all settings

2. Navigate to Forwarding Settings

   • Click the Forwarding and POP/IMAP tab (or Forwarding tab in newer Gmail)

3. Add Forwarding Address

   • In the "Forwarding" section, click Add a forwarding address

   • Enter the Wrangle forwarding address (the one displayed in Step 3)

   • Click Next, then Proceed, then OK

   • A verification message will be sent to the forwarding address

4. Verify Forwarding Address

   • Check the email inbox for the Wrangle forwarding address

   • Click the verification link in the email from Gmail

   • Return to Gmail settings and refresh your browser

5. Enable Forwarding

   • In the "Forwarding" section, select Forward a copy of incoming mail to

   • Choose the Wrangle forwarding address from the dropdown

   • Select Keep Gmail's copy in the Inbox (recommended)

   • Click Save Changes at the bottom of the page

6. Return to Wrangle

   • Go back to the Wrangle setup page

   • Check the checkbox that says "Automatic email forwarding has been enabled"

   • Click Proceed

Reference: Gmail Forwarding Help

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Setting Up Forwarding in Outlook

For Outlook on the Web (Outlook.com or Microsoft 365)

1. Open Outlook Settings

   • Sign in to Outlook on the web

   • Click the Settings gear icon at the top

   • Select Mail > Forwarding

2. Enable Forwarding

   • Toggle Enable forwarding to ON

   • Enter the Wrangle forwarding address (the one displayed in Step 3)

   • Select Keep a copy of forwarded messages (recommended)

   • Click Save

3. Return to Wrangle

   • Go back to the Wrangle setup page

   • Check the checkbox that says "Automatic email forwarding has been enabled"

   • Click Proceed

For Classic Outlook Desktop App

1. Open Rules Manager

   • In Outlook, click the Home tab

   • In the More commands section (three dots), select Rules > Manage Rules & Alerts

2. Create New Rule

   • Click New Rule

   • Under "Start from a blank rule," select Apply rule on messages I receive

   • Click Next

3. Configure Rule Conditions

   • Don't select any conditions (leave blank)

   • Click Next

   • When asked "This rule will be applied to every message you receive," click Yes

4. Set Up Forwarding Action

   • Under "What do you want to do with the message?"

   • Check redirect it to people or public group

   • Check stop processing more rules

   • Under "Step 2: Edit the rule description," click the people or public group link

   • Enter the Wrangle forwarding address

   • Click OK

5. Finish Rule Setup

   • Click Finish

   • Click Apply, then OK

6. Return to Wrangle

   • Go back to the Wrangle setup page

   • Check the checkbox that says "Automatic email forwarding has been enabled"

   • Click Proceed

Reference: Outlook Forwarding Help

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Other Email Providers

If you're using a different email provider (e.g., Yahoo Mail, Apple Mail, custom email server), the general steps are similar:

1. Find your email provider's forwarding or rules settings

2. Set up automatic forwarding to the Wrangle forwarding address

3. Ensure forwarded messages are kept in your inbox (recommended)

4. Return to Wrangle and confirm forwarding is enabled

Note: Some email providers may send a confirmation email to verify forwarding. If you receive one, follow the instructions in that email, then return to Wrangle.

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Step 4: Confirm Automatic Email Forwarding

In this final step, you'll complete the setup by confirming that email forwarding is working correctly.

Instructions

1. When you're ready, click the Complete Setup button in Wrangle

2. Wrangle will send a test confirmation email to your forwarding address

3. Wait a few seconds while Wrangle processes the confirmation

   • You'll see a "Test email successfully sent!" message

   • Wrangle will automatically detect when the confirmation email is received

4. Once confirmed, you'll see a success message: "Email integration successfully confirmed!"

Troubleshooting

• Taking longer than expected?

  • Check that forwarding is properly configured in your email provider

  • Verify the forwarding address in your email settings matches the one shown in Wrangle

  • Click Resend Confirmation if needed

• Still having issues?

  • Double-check your email provider's forwarding settings

  • Ensure you've saved all changes in your email provider

  • Contact support via chat or email [email protected]

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Setup Complete!

Congratulations! Your email integration is now set up and ready to use.

What Happens Next?

• Emails sent to your forwarding address will automatically create tickets in Wrangle

• Replies to those emails will be posted as messages to the corresponding tickets

• Messages posted to the ticket thread will be sent as emails to ticket requester

Managing Your Email Integration

You can manage your email integration settings at any time by:

• Viewing integration status in your inbox settings

• Updating sender identity (optional)

• Removing the integration if needed

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Common Questions

Can I use multiple email addresses?

Yes! You can set up multiple email integrations for different inboxes. Each email address must be unique and can only be used by one inbox.

What if I need to change my forwarding address?

You'll need to remove the existing integration and set up a new one with the new email address.

Can I customize the sender information?

Yes! After setup is complete, you can configure a custom sender address and name in the integration settings.

What happens if forwarding stops working?

If forwarding stops working, you'll need to check your email provider's settings and ensure forwarding is still enabled. You may need to re-verify or reconfigure forwarding in your email provider.

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Need Help?

If you encounter any issues during setup:

• Check the troubleshooting sections above

• Review your email provider's forwarding documentation

• Contact Wrangle support:

  • Email: [email protected]

  • In-app chat: Click the chat icon in Wrangle