Zapier
Zapier is a service lets you connect thousands of apps together as custom integrations without having to write code. Wrangle integrates with Zapier so that you can tie your workflows and tickets together with the other apps your teams use.
What you can do with Zapier and Wrangle
In Zapier, an event in one app triggers an action in another app. Zapier calls this a "Zap." You can use Wrangle as either the trigger or as the action in your Zaps.
Using Wrangle as a Zap Trigger
Zapier includes the following Wrangle triggers:
Workflow Completed
Ticket Created
Ticket Completed
When Wrangle is used as a trigger, you can send the data from your intake form to another app.
For example, if you have an employee onboarding flow, you can automatically add the employee to your HR system when your Wrangle steps are completed. Or, if you were approving sales contracts, you could automatically update the deal record in your CRM once you've gotten the requisite approvals in Wrangle.
Using Wrangle as a Zap Action
Zapier includes the following Wrangle actions:
Start a Workflow
Start a Ticket
When something happens in another app, you can trigger Wrangle to start a workflow or ticket. You can use data from the other app triggering Wrangle to populate your Wrangle form.
For example, when a customer purchases something in Shopify, you could trigger a warehouse activity workflow in Wrangle. Or, if a deal is moved to the quoting stage in your sales pipeline, you could trigger your Wrangle workflow that gets the services team to put together an hours estimate for the quote.
Connecting Wrangle to Zapier
Zapier Credentials
You'll need two things to use Wrangle's Zapier integration:
The private invitation link to use Wrangle's Zapier integration. Since Wrangle's integration is in public beta, you cannot find Wrangle on Zapier without the link.
Your credentials to connect Wrangle to Zapier. You'll need your Slack User ID, Slack Workspace ID, and a Wrangle API key.
You can find both the invite link and the credentials here.
Accepting the private invitation link
Once you've gone to the integrations page, you'll see an "Accept Invite on Zapier" button. Click that and you'll be taken to a Zapier web page to accept the invitation to the Wrangle beta on Zapier. That page looks like this:
Click on the "Accept Invite & Build a Zap" button to get started. If you're not taken immediately to Zapier's Zap Builder, then click "Create a Zap". If you've never used Zapier before, check out their help docs on building Zaps.
Then you'll need to decide whether you're using Wrangle as a Trigger or as an Action — once you've made your choice, follow the corresponding instructions below.
How to Trigger a Zap with Wrangle
Wrangle provides one Zapier Trigger to start a Zap when a Wrangle workflow has been completed. This trigger will fire each time that the workflow's steps have been completed.
When you're creating a Zap, you'll see the first step is to pick a Trigger. Search for Wrangle and choose it:
When you pick Wrangle, you'll then be asked to choose which Wrangle trigger to use.
Next, you'll need to choose an account. If you haven't yet connected your Wrangle account, click on "Connect a new Account" and provide the credentials listed on the Integrations page.
Here's what your Zap should look like once you've connected and chosen an account:
From there, you'll need to choose which Wrangle workflow or inbox in your account to use with this trigger. If you don't have any, you'll need to design a workflow or create an inbox first.
Here's what it looks like when you're choosing which workflow or inbox to use.
We'll use workflows for the remainder of this guide, but the process will be the same for the ticket triggers.
Once you've chosen a workflow or inbox to use, Zapier will prompt you to test your trigger. By testing, Zapier will ask Wrangle for any eligible instances or tickets. Wrangle will use the intake form data from one of these instances to know what data you can provide to other apps in your Zap.
If you're using either the Workflow Completed or Ticket Completed trigger, in-progress instances won't show up in your test data. Make sure you have at least one completed instances in order to successfully test your Zap.
If your test is successful, Zapier will show you some data from the most recently completed instance. Here's what ours looked like at this stage (note: yours will have different "formData" based on your own intake form):
From there, you move on to deciding on the Action you want to be triggered by completing your Wrangle trigger. You can insert any of the data from your workflow or ticket inside the Action, to pass data from Wrangle to the other app:
Wrangle Data You Can Insert Into Actions
Every Wrangle trigger has two sets of data you can pass along to other apps in the Action step of your Zap:
Metadata about the workflow or ticket
Custom intake form data
Metadata about the workflow or ticket
Wrangle will pass along certain metadata about the workflow instance that was completed:
Workflow/Ticket Started Time: the date and time when the workflow was started (usually when the intake form was submitted by someone, unless it was started by Zapier),
Workflow/Ticket Completed Time: the date and time when the last workflow step was completed or the ticket was set as either "Resolved" or "Closed."
Workflow Instance/Ticket ID: a unique identifier for this particular instance of your workflow or ticket.
Requester ID: the Slack User ID of the person who started the workflow instance. You can use this Slack User ID with Slack's Zapier integration to get even more information about this person if you need to, like their email address.
Requester Name: the name of the person who started the workflow instance (we get their name from their display name in Slack).
Ticket Completer Name: the Slack display name of the person who set the ticket status to either "Resolved" or Closed
Ticket Name: the short-answer ticket name given when the ticket was created
Ticket Number: the unique number automatically assigned to each ticket as they're created
Custom Intake Form Data
We also pass along data from all fields in the intake form. You'll see a form data entry for each of these. If you have optional fields in your intake form, that data may not be passed along.
If you have a "Pick a User" field in your intake form, note that Wrangle will pass the Slack User ID of the person that was chosen. You can use the Slack integration with Zapier to lookup more information about that person, like their name or email address.
Zapier Triggers are checked every few minutes, up to every 15 minutes. If you are testing your Zap and don't see it firing right away, give it a few minutes.
How to Start a Wrangle Workflow or Ticket with Zapier
Wrangle has two Zapier Actions you can use to start a Wrangle workflow. An event in one of the over thousands of apps on the Zapier platform can thus trigger a workflow or ticket to a Slack channel.
When you're designing your Zap and you get to the Action step, you can search for Wrangle:
Next, you'll be prompted to choose either the "Start a Workflow" or "Start a Ticket" action.
We'll use workflows for the remainder of this guide, but the process will be the same for the ticket action.
Next, you'll need to choose an account. If you haven't yet connected your Wrangle account, click on "Connect a new Account" and provide the credentials listed on the Integrations page.
From there, you'll need to choose which Wrangle workflow or inbox in your account you want this Zap to start. If you don't have any, you'll need to design a workflow or create an inbox first.
Here's what it looks like when you're choosing which workflow to use. Note: you'll see your workflows in the list, these are the ones we have in our account.
Once you've chosen a workflow, Zapier will show you more fields to fill out. These fields fall into two categories:
Identifying the Slack User starting the workflow or ticket
Filling in the workflow or ticket form
Since Zapier is automating the initiation of the workflow or ticket, you're essentially automating how a user normally starts the instance — by filling out the intake form in Slack. So, these data fields help Zapier do that on a user's behalf.
If your Wrangle workflow has an "Upload files" question in the intake form, you will not see it in the list of workflows you can start via Zapier.
Identifying the Slack User Starting the Workflow
Every workflow or ticket in Wrangle is started by one of the users in your Slack Workspace. Wrangle needs to know who is starting the instance, even if Zapier is triggering it, so that we know whom to notify as steps are completed. For example, in a workflow to report facility issues, we need to know who is having the facility problem so that they can be notified when the issue is resolved.
If one person is always the person starting the workflow or ticket
If you or a colleague are the person that needs to be the person starting the instance every time Zapier kicks it off, then you can find your Slack User ID on the Integrations page. Copy and paste it into the "Slack User ID of person starting this workflow" field of your Zap.
If the person starting the workflow or ticket needs to change each time
More likely, you need to change who is starting the Wrangle instance (and will thus be notified about progress) each time. For example, if you're trigger a sales manager approval whenever a deal reaches a certain stage in Salesforce, you want the specific sales rep for that deal to be the one who is notified when the workflow is completed.
Using data from your Trigger step (e.g. Salesforce in the previous example), we can use the Slack integration for Zapier to look up the Slack User ID of that person. You can use their name or email address in that Slack step to find their Slack User ID.
Filling in the Intake Form of the Workflow or Ticket
Once you've filled in the Slack ID of the person starting the instance, you can now move on to providing data for each of the intake form fields. These will be listed after the "Slack User ID of user starting this workflow/ticket" field:
When you click into each of these fields, Zapier will give you a drop-down menu that lets you use data from previous steps in your Zap to populate this field dynamically:
In the example above, our trigger is when a new message is posted to a channel in Slack, so we get a bunch of Slack-specific data like what the channel's name was. In your Zap, your drop-down will have data specific to your trigger.
Zapier doesn't show all of the data you can insert by default. Click on the "Show all options" button (you can see it in the screenshot above) and you will have access to the many data points from your previous Zap steps.
Using the Slack Integration with Zapier to Find Users
Find the Slack ID of a Person
When you're starting a Wrangle workflow or ticket via Zapier, you'll need to know the Slack User ID of the person kicking off the flow. Thankfully, you can use Slack's Zapier integration to find their ID.
First, insert a step between your Trigger and your Action (the Action is the step where you're starting the Wrangle workflow). Choose Slack as the app you want to use at this new middle step:
In this Slack step, under Action Event, you'll want to scroll to the bottom until you can see the "Search" category:
You'll want to pick one of the "Find User" options, most likely either "by Name" or "by Email". That way, you can use the name or email of the user provided by your Trigger step to find their Slack User ID.
When you test out the step, you'll get back lots of data from that user's Slack profile. But, we only need the ID field:
Now that we've got our Slack step working, we can go on to our Wrangle action step and insert the ID into the "Slack User ID of user starting the workflow" field:
The Slack User ID will always look like uppercase letters, starting with a U or a W. They are not the same as the Slack username, which is what you sometimes use to @-mention them in Slack.
Find out who has a certain Slack ID
When you're using Wrangle as a Trigger, Wrangle provides data that might include a Slack User ID:
You'll see a "Requester" field — that lists who started this workflow instance, including both their name and Slack User ID.
If your intake form has fields to pick a user, the "Form Data" returned by the Wrangle trigger in Zapier will have the ID(s) of any users chosen in the form.
If you want more context on those users beyond their Slack User IDs, like their name or email address, you can use Slack's integration with Zapier to find that data.
To get started, go view your Zap in Zapier's designer. You'll want to add a Slack step after your Wrangle trigger, like this:
When choosing which action to use on the Slack step, scroll to the bottom to find the "Search" section. You'll then want to pick "Find User by ID" since we have the ID from our Wrangle step.
Once you've chosen "Find User by ID", you'll have a field to put in the ID. Here's what it looks like when you click on that field:
You'll likely not see the Requester ID in those top 3 results from our "Workflow Completed in Wrangle" step. Click on Show all options. This will expand the list and you can find "Requester Slack User ID". Click on it to insert it into the field:
Now test this Slack step and you'll see all the information Slack knows about this person, including their name and possibly their email address:
Now, you can use the results of this Slack data about the user in subsequent steps in your Zap. For example, you could log their email address along with the data from Wrangle's intake form in a Google Sheet.
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