Creating Tickets
When setting up your inbox, you'll have two options for ticket creation: create tickets manually, or turn new channel messages into tickets automatically.
Create tickets manually: tickets can only be created from a message or from our Slack global shortcut.
Turn new channel messages into tickets automatically: not only will every new message in the channel of your choice become a ticket, but you can create tickets manually as well.
Creating a ticket from a Direct Message (DM) via message shortcut
Any comment in Slack can be turned into a ticket, whether it's in your dedicated inbox channel, another channel, or a DM. You might use your inbox channel to field incoming questions, and any questions that need further investigation can be converted to tickets using a message shortcut.
Written instructions for turning a DM into a ticket
Step 1
To create a Wrangle ticket from a Slack DM, begin by accessing the message where assistance is required. Click on the More Actions icon in Slack.
Step 2
In the menu that appears, navigate to the Shortcuts section and select "Start a Ticket with Wrangle." If you don't see this shortcut, click "More message shortcuts..." and select it from the list of options.
Step 3
After selecting the option, choose the appropriate inbox where the ticket should be sent. The ticket's name and description, along with the individual on whose behalf the ticket is being created, are automatically filled in. Specify that the issue is related to your desired inbox (in this example, <Ask-IT>.
Step 4
Once the inbox is selected and all information is verified, proceed to start the ticket.
Step 5
Upon starting the ticket from the DM, a reply to the original message is generated.
Step 6
This reply indicates that a ticket has been created, and includes a link to track the request. The link is also posted in the Inbox related channel.
Step 7
Within the Inbox channel, the tickets are properly organized, simulating that the ticket was perfectly created by the original requester.
Step 8
The ticket now resides in the correct location, allowing for the ticket to be claimed and work to commence.
Creating a ticket from a global shortcut
Requesters can also create a ticket directly using our global "Start a Ticket" Slack shortcut. You can type one of the following commands to launch the shortcut:
/wrangle/ticket
You can also use Slack's search or their / shortcut menu to find the "Start a Ticket" option.
From there, you'll be prompted to choose an inbox, name the ticket, and describe the issue.
Auto-creating tickets
If you'd like to convert every new message in a public channel into a ticket, you can enable the "Turn new channel messages into tickets automatically" option in your inbox settings.
Once enabled, every new message in the channel will automatically be assigned a new ticket.
Enabling multiple or alternate intake channels for automatic ticket creation
After enabling automatic ticket creation, you'll also have the option in your Automations to add any other channels you want to use as your intake channels. This is particularly useful when you want to manage tickets in a private channel while still giving requesters a public channel for creating their tickets.
Enabling ticket auto-creation for bot messages
By default, Wrangle will ignore bot messages when auto-creating tickets, but you can override that setting under Automations.
Wrangle can only create tickets from bot messages if the bot has a Slack user ID. If you're unsure whether your bot has a Slack user ID, you can test your bot using Slack's bots.info API method.
Creating a ticket via emoji reaction
In any channel where Wrangle has been added, you can use either the 🎫 or 🎟️ reacji to quickly create a ticket from a message. If the channel already has a single Wrangle inbox associated with it, a ticket will automatically be created whenever you react with either emoji.
If the channel has more than one Wrangle inbox associated with it, we will prompt you to select an inbox before creating the ticket.
If the channel is not associated with any Wrangle inbox but still has Wrangle added, we will prompt you to select an inbox before creating the ticket.
Creating a ticket via emoji will not work for any channel or DM where Wrangle has not already been added. In those cases, we recommend using the message shortcut instead.
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