Creating Tickets
Wrangle inboxes and tickets are currently a beta feature.
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 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.
To create a ticket from a message, open the "More Actions" menu, then choose "Start a Ticket."
Open this menu, then select "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.
Assign an inbox, give the ticket a short but descriptive name, and add any necessary context
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 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.
Assign an inbox, give the ticket a short but descriptive name, and add any necessary context
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.
Automatic ticket creation is not available for private channels.
Once enabled, every new message in the channel will automatically be assigned a new ticket.
New messages posted by a bot or app will not become tickets, nor will new messages in a thread.
Last modified 1mo ago