Email

Connect Wrangle to your email provider to allow tickets to be created automatically from incoming emails.

Quick Start Guide

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.

---

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., [e-mail] or [e-mail])

   • 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.

---

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 [e-mail]

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

---

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., [e-mail])

   • 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:

   • Forwarding with Gmail

   • Forwarding with Outlook

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.

---

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 [e-mail]

---

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

Wrangle replies to the sender with a confirmation email, unless their email address matches a known Slack user — in that case, they'll be @mentioned in the ticket thread instead.

Setting A Custom Sender

After setup is complete, you can configure a custom sender address and name in the email integration settings page within your inbox.

1. Click the Edit button to customize the sender details.

Default Sender Details

1. The sender name and address are both customizable. The address must be one that you can access to receive a verification email. Wrangle will be able to use the new sender name immediately. The sender address will require an additional verification step.

You may customize the Sender name and address

1. Follow the instruction in the email your received to verify your new sender address. This can take a few minutes to arrive.

Pending verification

1. All set! Once you have verified the new sender address, Wrangle will begin using it to send ticket confirmations and agent replies.

Restricting Ticket Creation

Have a noisy email alias? No problem. You can optionally block specific email senders via email or domain from creating tickets.

Add as many domains or email addresses as you wish to the Blocked Senders list

FAQ

Why didn't I receive a confirmation reply when my ticket was created?

If your are sending email from an address that matches a known Slack user you will be @mentioned in the ticket thread instead.

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.

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.