Anyone who is either a workflow assignee or ticketing agent counts as a billable user. Workflow assignees are users who are assigned to complete an approval, task, or form step in a workflow. Ticketing agents are users assigned to a ticketing inbox. Requesters do not count as billable users, with the exception of workflows where the requester is also assigned to complete a step. You can find a list of your billable users for the current billing period here.
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.
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.
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.
You can find open workflow requests using the "Tasks To Do" and "Approvals To Do" filters on the "My Approvals/Tasks" view the Wrangle Slack app, and you can find tickets assigned to you here.
You can find workflow requests using the "Tasks I Made" and "Approvals I Made" filters on the "My Approvals/Tasks" view the Wrangle Slack app, and you can find tickets you created here.
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.
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.
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).
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).
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.