Getting Started with Wrangle

Get up and running with Wrangle ticketing in just a few minutes. This guide will walk you through setting up your first inbox and turning Slack messages into trackable tickets.

Step 1: Connect Slack to Wrangle

Before you can start managing tickets, you'll need to connect Wrangle to your Slack workspace. This takes just a few clicks.

Install Wrangle in Slack

Step 2: Create your first Inbox in Wrangle

An Inbox is a collection of related tickets that are worked on by a specific set of Agents (team members who can assign and resolve tickets). Think of it as a folder for organizing your support requests. Setting up your inbox takes just a few minutes and gets you ready to start managing tickets right away.

What you'll need:

• A name for your inbox (e.g., "IT Help Desk" or "Customer Support")

• Team members to assign as agents

Why you might want multiple Inboxes:

Different teams often need separate inboxes to manage their tickets independently. For example:

• IT Help Desk with IT analysts as agents

• HR Questions for the HR team

• Customer Support for your support team

You can also create specialized inboxes within a single team. For instance, an IT team might have separate inboxes for "IT Security" and "General IT Support" to route specific types of issues to the right specialists.

Step 3: Turn Slack messages into tickets

Once your inbox is set up, you can turn any Slack message into a ticket. This allows your team to track, prioritize, and resolve requests without losing context.

Step 4: Manage tickets from Slack or the web

Monitor and work on tickets from wherever you are:

• In Slack: Claim, update, and resolve tickets directly in the thread.

• Web dashboard: Claim, update, and resolve tickets, view your full queue, and run reports.

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Working with tickets in Slack

Claiming tickets

When a new ticket is created, it appears as "Not assigned" with a "New" status. Agents can claim tickets by:

• Replying in the thread

• Clicking "Claim it"

• Updating the ticket status

If a claimed ticket is moved to a different inbox, the status will revert to "New" and it will be unassigned.

Setting priority and adding tags

Agents can also update the priority from Slack. The assigned priority will be visible in the ticket thread.

Additionally, agents can add tags to categorize each ticket.

Use the three-dot menu to change tags

Add existing tags from Slack, or open the web app to create a new one

If you'd like to add a tag that doesn't exist yet, you'll be redirected to our web app due to limitations with the Slack UI

Adding ticket followers

If someone besides the requester and agent wants to receive notifications about a ticket's progress, they can be added as a follower. Followers will get notifications about new messages and status updates in the ticket thread, or via DM if the inbox is private.

Followers can be added from both Slack and the web. To add a follower from Slack, open the three-dot menu in the ticket thread, click "Change followers," then add their names.

Add followers from Slack

To add a follower from the web, open the ticket, click "Add Followers," then add their names.

Add followers from the web

Only the ticket requester, agents, admins, observers, and other followers can add or remove followers in a ticket.