Creating Tickets
Last updated
Last updated
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.
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.
To create a ticket from a message shortcut, open the "More Actions" menu, then choose "Start a Ticket."
You'll see a modal where you can choose an inbox, name the ticket, and describe the issue. Wrangle will automatically populate the "Describe the issue" field with the message text, but you can also edit it to add context or remove any unnecessary text.
After you click "Start Ticket," Wrangle will reply to the message in-thread and create the ticket. Anyone can create a ticket from a message, but the person who originally sent the message will be marked as the person who opened the ticket.
Messages in a an existing ticket thread cannot be used to open a second ticket. Instead, use the global shortcut method below.
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.
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.
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.
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.
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.
