FAQs

What's the difference between a workflow and a ticket?

Workflows are great for handling requests that follow a structured process, whereas tickets are great for handling requests that don't necessarily follow a process. If you need certain people to approve a request, or if you want to track that specific tasks were completed as part of the resolution, then a workflow is the way to go. If you just need a quick way to assign and manage requests that don't follow a specific process, then tickets are the way to go.

How do I start a workflow?

You can type "/wrangle" or "/workflow" to find the "Start a Workflow" shortcut in Slack. You can also click the "Start Workflow" button in the Wrangle Slack app.

How do I create a ticket?

You can open the "More actions" menu on any message in Slack that you would like to convert into a ticket, then choose "Start a Ticket." You can also type "/wrangle" or "/ticket" to find the "Start a Ticket" shortcut in Slack, or click the "Start Ticket" button in the Wrangle Slack app.

How do I find work that is assigned to me?

You can find open workflows and tickets using the "Waiting on Me" filter here on the web or in the Wrangle App Home in Slack.

How do I find requests I've made?

You can find workflows and tickets using the "Requested by Me" filter here on the web or in the Wrangle App Home in Slack.

What should I do if my requesters don't belong to the channel where the workflow thread gets posted?

In the workflow settings, there's an option to notify requesters via DM. So even if the channel where the workflow posts is private, your requesters will get updates whenever their request moves from one step to the next, as well as when it's completed.

Can I export my workflow data?

Yes! You can export your workflow data from the workflow settings. You can also see a summary of your workflow volume, average and median time to completion, and top requesters from your workflow report.

How do I add someone else as an admin to my workflow?

You can add someone else as an admin from your workflow settings. You can also give people other permissions like "Observer" (can see a dashboard of the entire workflow history but cannot edit the workflow design or settings), "Requester" (can submit requests and see a dashboard of only their own requests), or "No Access" (can neither submit a request nor see the dashboard in any capacity).

How do I assign a workflow step when the assignee changes with every instance, like when we need the requester's manager to approve their request?

You can use dynamic assignment to assign steps where the assignee will be different in every instance. You can either assign steps to someone who was chosen in a form (like the requester identifying who their manager is), or to someone who completed a previous step (like assigning followup tasks to the person who approves a workflow instance).

Why isn't my workflow showing up in Zapier, even after I've connected Wrangle?

If your workflow has a file upload question in the intake form, it will not show up in Zapier because we are unable to send files between Wrangle and other apps using Zapier.

Why do I need to reinstall Wrangle?

Sometimes we release a feature that requires a new set of permissions from Slack. When that happens, you'll need to reinstall Wrangle in order to grant us those permissions. For most workspaces, reinstallation happens seamlessly when logging into our web app. However, if your workspace admins have restricted standard users from installing Slack apps, we'll instead send them a request to review and reinstall Wrangle. In those cases, you will not be able to log into the Wrangle web app until an admin has reinstalled Wrangle.

How do I get in touch with you?

You can email us or schedule a call for more help.