Email to Ticket Guide

If you want to automatically turn incoming emails (e.g., [e-mail]) into Wrangle tickets in Slack, follow these steps:

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Emails can be turned into Wrangle tickets only if the sender of the email is an email associated with a Slack user in your workspace.

Step 1: Set Up Your Inbox Settings in Wrangle

1. Open the Wrangle dashboard and navigate to Inbox.

2. Select the inbox you want to use for email-to-ticket conversion.

3. Under Automations there are two settings you'll want turned on:

   1. Toggle on the option "Create tickets for messages sent by bots" to enable automatic ticket creation for forwarded emails.

   2. Make sure the first setting for how you'll turn messages into tickets is set to Turn new channel messages into tickets automatically

   

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Step 2: Retrieve Your Slack Channel Email Address

• Go to the Slack channel where you want Wrangle tickets to appear.

• Click the channel name at the top of the Slack interface to open the channel details.

• Under the Integrations tab, scroll down to find the option "Send emails to this channel" (you may need to enable email integration for the channel if it’s not already set up).

• Copy the provided email address for the Slack channel.

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Step 3: Configure Your Email Provider to Forward Emails

1. Log in to your email provider (e.g., Gmail, Outlook) and open the settings for the email address you want to use (e.g., [e-mail]).

2. Set up email forwarding to automatically forward all incoming emails to the Slack channel email address you retrieved in Step 2.

   • In Gmail: Navigate to Settings > Forwarding and POP/IMAP > Add a Forwarding Address.

   • In Outlook: Navigate to Settings > Mail > Forwarding.

3. Test the forwarding rule to ensure emails are correctly routed to the Slack channel.

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Additional Notes:

• Emails forwarded to the Slack channel will appear as messages. With the "Turn bot messages into tickets" option enabled in Wrangle, these messages will automatically be converted into tickets.

Forwarded email in the slack channel

Forwarded email turned into a Wrangle ticket

• Ensure the forwarded emails contain clear and actionable information to make ticket creation more effective.

• If you’re using a shared inbox (e.g., [e-mail]), ensure everyone on your team knows that emails sent to this address will create tickets in Slack.

• The details and fuctionality are seemless in both Slack and the Wrangle Web App

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With this setup, your team can manage incoming email requests seamlessly in Slack, thanks to Wrangle’s ticket automation!