Wrangle
  • Wrangle Help Docs
  • 🎟️Tickets
    • Guide to Ticketing
    • Setting up Your Inbox
      • Inbox Settings
      • Automations
      • Ticket Statuses
      • Tags and Auto-Tagging
      • Form Fields
    • Creating Tickets
    • Web App - Monitoring Tickets
      • Ticket Report
      • Responding to Tickets
      • My Dashboard
    • Ticketing for Slack Connect
    • Email to Ticket Guide
    • Private Ticketing
    • Ticket Deflection
      • Smart Replies
  • 🔌Workflows
    • Using a Workflow
    • Designing a Workflow
      • Task Lists
      • Approvals
      • Forms
      • Conditional Steps
      • Editing Workflow Settings and Design
    • Monitoring and Managing a Workflow
      • Workflow Dashboard
      • Instance View
      • Workflow Report
      • My Dashboard
    • Advanced Workflow Features
      • Post a Workflow To Different Channels
      • Due Dates and Reminders
      • Assigning Work To People From Earlier Steps
      • Notify Requesters via DM for Private Workflows
      • Suggest a Workflow
      • Keeping Everything in One Slack Thread
      • How to Duplicate a Workflow
  • ⚡Integrations
    • Zapier
      • Troubleshooting Your Zap
    • Wrangle API
    • Zendesk
  • 💡Best Practices
    • Wrangle App Home
    • Rolling out Wrangle to your Workspace
    • Recipes
      • Recipe: Create a recurring workflow using Zapier
      • Recipe: Send your intake form data to Google Sheets using Zapier
  • ⚙️Account Administration
    • Account Admins
    • Appearance (White Labeling)
    • Working Hours
    • Viewing and Changing Billing Details
    • Billing FAQs
  • More Help
    • FAQs
    • Contact Us
    • Video Library
Powered by GitBook
On this page
  • Creating a ticket from a Direct Message (DM) via message shortcut
  • Creating a ticket from a global shortcut
  • Auto-creating tickets
  • Creating a ticket via emoji reaction

Was this helpful?

  1. Tickets

Creating Tickets

PreviousForm FieldsNextWeb App - Monitoring Tickets

Last updated 3 months ago

Was this helpful?

When , 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

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

Enabling ticket auto-creation for bot messages

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.

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 .

After enabling automatic ticket creation, you'll also have the option in your 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 .

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 .

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 instead.

🎟️
API method
message shortcut
setting up your inbox
Creating a Wrangle ticket from a Slack DM via the message shortcuts
inbox settings
Automations
Automations
Assign an inbox, give the ticket a short but descriptive name, and add any necessary context
Create tickets automatically from new channel messages.
Choose your intake channel(s)
Toggle this setting on to auto-create tickets from bot messages
Use a ticket reacji to start a ticket in your inbox channel
Screenshot
Screenshot
Screenshot
Screenshot
Screenshot
Screenshot
Screenshot
Screenshot